Sol & Ona

Return & Refund Policy

At Sol & Ona, we want you to love your purchase. If you are not entirely satisfied, we’re here to help make the return process smooth and easy, provided the terms below are met.

1.  7-Day Return Period

You have seven (7) days from the date you received your order to initiate a return.

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it.
  • Unworn, unwashed, and have all original tags and labels attached.
  • Returned in the original packaging.

2. Items Not Eligible for Return or Refund

The following items cannot be returned or refunded:

  • Sale Items: All items purchased during a sale, promotion, or at a discounted price are non-returnable and non-refundable.

3.  Refunds & Store Credit

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.

  • If your return is approved, your refund will be processed in the form of a credit for the value of the garment(s).
  • The store credit will be issued for the original purchase price of the item(s) EXCLUDING the original shipping/courier fee paid for the order and EXCLUDING the return courier fee.

4. Shipping/Courier Fees (Customer Responsibility)

Please note the following regarding courier costs:

  • Return Courier Fees: The customer is responsible for arranging and paying for the courier fees to return the item(s) to Sol & Ona. We highly recommend using a trackable courier service.
  • Original Courier Fees: The original courier fee paid when placing the order is non-refundable.

5.  How to Initiate a Return

  1. Send us an email: Send an email to returns@solona.co.za within the 7-day return period. No returns or exchanges will be allowed after the 7-day period.
  2. Provide Information: Include your Order Number, the item(s) you wish to return, and the reason for the return.
  3. Receive Instructions: We will reply with the return address and detailed instructions on how to send back your package.
  4. Ship Item: Once you receive the instructions, you are responsible for safely packaging the item and shipping it back to the provided address within 3-5 days business days.

Important Note: Returned products are inspected by us and will be replaced if the damage is the result of a manufacturing defect or deviation from factory specifications. In such cases, the full return courier amount will be added to your store credit account. If you would like to exchange your product we will gladly do so, provided the item is available in the correct size on the Sol & Ona website. Return courier amount will be for customer account. No cash exchange will be accepted.

We do not replace merchandise if it is not returned in a satisfactory order. Any item you return needs to be eligible to be put back on our shelves and in a satisfactory condition to sell to another customer. The item must include all tags in place – the item must not have been worn at any time. Products damaged by normal wear and tear will not be replaced.

 

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