Returns & Refund Policy
Our policy lasts 30 days. If 30 days have gone by since your delivery, unfortunately, we won't be able to offer you a return and refund. Exchange is not offered.
Return Conditions
- Request the return within 30 days after you receive the order.
- Items damaged/broken upon arrival.
- Items received in the incorrect size/color.
- Must be unused and in the same condition as the item received. It must also be in its original packaging.
Request a Return
Items sent back to us without first requesting a return will not be accepted. To start a return, email us at support@solekoi.com and request a return.
- Make sure to include your Order Number
- Include the reason for the return
- If it is a damaged, defective or wrong item please include some photos of them
Please note we do not accept the return for size issues. Once your return is accepted, we will provide you our return address. Email us the tracking information after you send the package.
Return Shipping Fee
Customers will be responsible for all return shipping costs unless the return is caused by our mistake.
Refund
We do not charge any processing fee for returns.
After receiving and checking your return, we will send you an email informing you that we have received the return. We will also notify you to approve or reject the refund.
If you are approved, your refund will be processed and automatically applied to your original payment method. For Paypal refunds, please allow up to 48 hours for the transaction to appear in your account.
Shipping costs are non-refundable. If you receive a refund, the return shipping fee will be deducted from your refund.
We accept order cancellation before the product leaves the warehouse. If the order is cancelled, you will get a full refund. If the product has already been shipped, we cannot cancel the order.
For more help about returns you can contact our support team.
Email us: support@solekoi.com
Call us: +86 18180547630