Return and refund policy

Refund Policy:

At Soloio, we strive to offer products of the highest quality and ensure customer satisfaction. If for any reason you are not completely satisfied with your purchase, we are here to help.

Conditions for a Refund:

We accept refund requests under the following conditions:

1. Domestic Returns (Colombia):
   You have a period of 5 calendar days from receiving the product to request a refund.
   When returning the product, it must be unused, in the same condition you received it, and in its original packaging.
   Promotional or personalized items are not eligible for a refund.
   Please note that the shipping cost for domestic returns will be borne by the customer, unless the product is defective.

2. International Returns:
   ●For purchases made outside of Colombia, you have 30 calendar days from receiving the product to initiate the refund process. 
   ●When returning the product, it must be unused, in the same condition you received it, and in its original packaging.
   ●Promotional or personalized items are not eligible for a refund.
   ●Please note that the shipping cost for international returns will be borne by the customer, unless the product is defective.

Refund Request Process:

1. Contact: Send an email to ecommerce@soloio.com.co with the subject “Refund Request” and provide your order number, product details, and the reason for the return.
2. Review: Our team will review your request and notify you if it is approved or rejected. If approved, you will receive instructions on how to proceed with the refund.
3. Return and Shipping of Product: For domestic and international returns, the shipping cost will be the customer's responsibility.
4. Refund: Once we receive and inspect the returned product, we will process the refund. The refund will be issued through the same payment method used for the purchase within 10 to 14 business days. Please note that shipping costs are non-refundable.

Exceptions:

● Promotional Items: Returns or refunds are not accepted for items on special offer or clearance.
● Customized Products: Not eligible for a refund, unless they have manufacturing defects.

Damaged or Defective Products:

If you received a defective or damaged product, please contact our team within 48 hours of receiving the order with photos and a description of the issue. We will proceed to either replace the item or process a refund according to the policy based on whether the purchase is domestic or international.

Contact:

If you have any questions about our refund policy, feel free to contact us at ecommerce@soloio.com or call +57 320 5781506