Refund policy
Returns and Refunds Policy
This Returns and Refunds Policy describes the conditions that apply to purchases made on SOLCOZM.
Right of withdrawal
For purchases subject to the right of withdrawal, the customer may communicate their decision to withdraw from the purchase within 14 days of the order's delivery, without having to give any reason.
If an order contains several items delivered separately, the period runs from the delivery of the last item.
For consumers in the European Union, the right of withdrawal is applied in accordance with the applicable EU regulations.
Condition of returned items
The customer may examine and try on the item to the extent necessary to establish its nature, characteristics and fit.
Returned items must be:
- unused/undamaged;
- unwashed;
- free of damage caused by improper use;
- complete with any accessories received;
- returned in their original packaging where possible.
If the item has been used beyond what is necessary to establish its nature, characteristics and functioning, SOLCOZM may apply a reduction to the refund within the limits permitted by law.
How to request a return or exercise the right of withdrawal
The customer can submit a return or withdrawal request through the electronic function available on the SOLCOZM online store.
By accessing the relevant order through the customer account area, it is possible to select the items concerned and submit the request directly.
After submission, the customer will receive an electronic confirmation of the request.
It is also possible to communicate the intention to withdraw by contacting us at:
indicating:
- first and last name;
- order number;
- the item or items concerned;
- the intention to exercise the right of withdrawal.
For sales to EU consumers, SOLCOZM provides an electronic function to exercise the right of withdrawal, as required by the regulations applicable from 19 June 2026.
Returning the items
After communicating the withdrawal or submitting a return request, the customer will receive the instructions needed to complete the return.
Please do not ship any item back without first receiving instructions from our customer service.
The customer must return the items within the time limits set out by the applicable regulations.
Return shipping costs
Except in the case of a defective, damaged, incorrect or non-conforming product, the direct costs of returning the item are the customer's responsibility.
SOLCOZM does not automatically provide a prepaid return label, unless otherwise stated.
For the standard EU right of withdrawal, the direct cost of returning goods may be charged to the consumer where they have been informed of this in advance.
Refunds
Where the right of withdrawal is validly exercised, SOLCOZM will refund the amounts due in accordance with the applicable regulations.
For EU consumers, the refund includes the price of the returned items and any costs paid for the standard delivery method.
We are not required to refund any additional costs resulting from the customer's choice of a delivery method more expensive than the standard delivery offered.
The refund will be made, where possible, using the same payment method used for the purchase.
The refund is issued within the time limits set out by law. Where permitted, SOLCOZM may wait until the returned items have been received, or evidence of their shipment has been provided, before issuing the refund. For EU consumers, the refund must normally be issued within 14 days of the withdrawal being communicated, with the seller entitled to wait for the return of the goods or proof of shipment.
Defective, damaged, incorrect or non-conforming products
If you receive a product that is:
- defective;
- damaged in transit;
- different from what you ordered;
- or not as described,
please contact us as soon as possible at:
indicating:
- order number;
- a description of the issue;
- one or more photos clearly showing the defect, damage or error.
After reviewing the request, we will provide the remedy required by the applicable regulations.
Rights relating to defective or non-conforming products are separate from the 14-day right of withdrawal and are not lost simply because 14 days have passed since delivery. Specific legal guarantees on non-conforming products apply for EU consumers.
Where a return is due to a defective, damaged, incorrect or non-conforming product, the related costs will be handled in accordance with the applicable law.
Exceptions to the right of withdrawal
The right of withdrawal may be excluded in the cases expressly provided for by law.
Possible exceptions may include, where applicable, goods made to the customer's specifications or clearly personalized.
The simple fact that an item is produced after the order is received, or through a print-on-demand service, does not automatically result in the loss of the right of withdrawal.
Any exclusions will apply only where permitted by the applicable regulations. EU rules provide for specific exceptions to the standard 14-day right of withdrawal.
Items damaged by the customer
Items are not covered as a standard return if they have been damaged due to:
- improper use;
- washing contrary to the instructions;
- alterations made by the customer;
- damage occurring after delivery.
All mandatory rights granted to the consumer under applicable law remain unaffected.
Crediting times
Once a refund has been issued, the time it takes for the amount to appear on your account depends on your bank, card issuer or the payment method used.
Contact
For questions about returns, refunds or the right of withdrawal, you can contact us at:
SOLCOZM
Email: info@solcozm.com