Refund policy
1. Return Conditions
We have a 7-day return policy. This means you have 7 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You also need the receipt. If you comply with these conditions, you can start the return process as outlined in the section 2.
You may also request a refund if the item you received is defective, damaged or if you received a wrong item. You must inspect the item upon receiving and if the item is defective, damaged or if you received the wrong item you must contact us immediately by providing a photo or video of the item. If the item is defective or you received the wrong item, we will process the return immediately (see section 2). On the other hand, if the item was damaged during the shipment, we will first start an inquiry with the shipping provider, and then process the return (see section 2) once the inquiry is completed.
2. Return Process
To start a return, you should contact us at clientcare@thehouseofsol.com and indicate the cause of return. We will then confirm your return case and provide you with the instructions in five business days on how and where to send your item.
Once we receive the item you request to return, we will notify you that we received it and we will inspect it in at most ten business days. Once the inspection is complete, we will let you know if the return was approved or not. If approved, you will be refunded on your original payment method in five business days. Please note that it can take additional time for your bank or credit card company to process and post the refund. On the other hand, if your request is rejected due to the condition of the item, we will ship it back to you in five business days along with an explanation of the rejection.
3. Exceptions / non-returnable items
Custom products such as special orders or personalized items can not be returned unless the item has a production error. Additionally, returns on sale items or gifts cards are also not accepted.
