Return & Refund Policy

Exchange An Order

Exchange items ordered!

  No support. When a customer places an order, they will be asked to confirm all of the details regarding the item’s size, design, quantity, and so on. As a result, we do not accept returns or exchanges due to your selection of incorrect items, sizes, designs, addresses, and so on.

Cancel An Order

Time frame for order cancellation after placing an order.

Cancellations are only accepted within 24 hours of placing your order. If you reach out after this period, your order may already be in processing or shipping.

Good news! There are no cancellation fees. To request a cancellation, please contact us at support@solelume.com.

Return & Refund Policy

Time frame can be returned after the order has been delivered.

Our policy is valid for 30 days after the delivery is completed.

After this period, the order will be considered accepted by the customer, and no refunds or reimbursements will be issued.

Returns and refunds are eligible in the following cases:

We will issue a full refund for your original order if you purchased the wrong product, it doesn’t fit, or you no longer want the item. Additionally, refunds are available if the item arrives in any of the following conditions:

• The product arrives damaged (photo evidence is required when submitting a return request).
• The product arrives shattered.
• The design of the product differs from what you ordered.
• The size of the product is not as ordered.
• The material of the product is not as specified in your order.
• The product you received is not the one you ordered.
• The item does not match its original description.

Condition of Product for Return.

Important: Returned item(s) must NOT meet the following conditions:

• The item(s) have been worn or washed.
• The item(s) have been modified in any way.
• The item(s) are damaged in any way that is not due to our fault.
• The item(s) do not have their original tags.
• The item(s) have loose threads or minor imperfections that can be easily trimmed or repaired.

The item(s) must be returned in their original condition and packaging.

Proof of order required for a refund claim:

• Shipping label/receipt
• Proof of purchase
• Evidence of defective items
• Screenshots of previous email correspondence from us

Steps for requesting a return and refund.

1. Customers should send their refund inquiry to support@solelume.com along with the required documentation.

2. Our customer support team will respond within 2–3 business days. Once you receive the return address and instructions, please carefully pack your items and ship the return package using a traceable carrier.
3. After shipping, please send the return tracking number or a photo of the return receipt to our customer support email.

Depending on the circumstances, additional instructions will be provided.

Refunds will not be issued without an email from us confirming the eligibility of your refund and return request.

Please DO NOT return the package without prior confirmation via email, as we are not responsible for lost returns. A refund will not be issued if we do not receive the return package. To ensure proper processing, please send the tracking number from the carrier used for the return to support@solelume.com in a separate email.

Cost of return shipping.

Customers are responsible for covering the return shipping costs, which will not be included in the reimbursement.

Restocking fee

We don’t charge restocking fee for all return or exchange orders.

Time for the refund request to be processed.

Refund processing may take up to 3 business days after we receive your return. Once the package arrives, we will send you a confirmation email and issue a full refund, including the shipping fee you originally paid.

If you haven’t received your refund yet, please first check your bank account. Then, contact your credit card company, as it may take some time for your refund to be officially processed.

Depending on your card issuer’s policy, refunds typically take 10 to 15 days from the date they were issued.

If you’ve done all the above and still haven’t received your refund, please contact us immediately at support@solelume.com . Our team will respond within 2–3 business days, and we appreciate your patience.

Our policies apply equally to all customers.

(*) IMPORTANT NOTES:

1. Our policy is valid for 30 days after the delivery is completed. After this period, the order will be considered accepted by the customer, and no refunds or reimbursements will be issued.
2. Items can be returned within 30 days of delivery with no additional fees, except for the shipping cost when sending the return package.
3. We are not responsible for lost or damaged return packages during shipping, and no refunds will be issued in such cases.
4. Customers must contact our Support Team before initiating a return, as we are not responsible for unapproved refund or return requests or any lost items during the return process.

Thank you,
Customer Service Department

Feel free to reach out to us!