Refund policy

At Solelix, we want you to be completely satisfied with your purchase. If you need to return an item, this Return and Refund Policy outlines the guidelines, timelines, and procedures for returning products purchased on https://www.solelix.shop/.

This policy applies to all orders delivered within the United States.

1. Return Window

You have 30 business days from the date your order is delivered to request and initiate a return. Requests submitted after this 30-business-day period will not be eligible for a return or refund.

2. Return Authorization & Unboxing Video Requirement

To ensure a smooth return process and verify any product issues, you must contact us and receive prior return authorization before sending any item back. Returns sent without prior authorization will not be processed or accepted.

Mandatory Unboxing Video:

To qualify for a return or refund, you must provide a clear, continuous, and uncut unboxing video showing:

  • The sealed parcel before opening.

  • The physical opening of the package.

  • The product itself and any defects, damages, or discrepancies clearly visible in the video.

3. Products Not Eligible for Return

An item will be deemed non-returnable and non-refundable if it falls under any of the following categories:

  • Products that have been used, worn, washed, or damaged after delivery.

  • Items with original tags, labels, or stickers removed.

  • Products returned without their original packaging, shoe box, protective wrapping, or original materials.

  • Items returned without original accessories, manuals, free gifts, or included components.

  • Products showing stains, odors, smoke smell, pet hair, or any visible signs of wear or handling.

  • Customized, personalized, or made-to-order products.

  • Items purchased on clearance, marked as "Final Sale", or designated as "Non-Returnable" (unless delivered damaged, defective, or incorrect).

  • Gift cards and digital products.

  • Products damaged due to customer misuse, accidents, negligence, or unauthorized modifications/repairs.

  • Items returned after the 30-business-day return period has passed.

  • Products returned with missing parts or components that were present at delivery.

  • Items returned without prior return authorization or without the required uncut unboxing video.

4. Return Shipping Costs

  • Customer Responsibility: Customers are responsible for paying all return shipping costs. Return shipping fees are non-refundable.

  • Shipping Recommendations: We strongly advise using a trackable shipping service (such as USPS, UPS, FedEx, or DHL) and purchasing shipping insurance when returning items. We cannot guarantee receipt of returned items lost in transit.

5. How to Initiate a Return

  1. Email Us: Send a return request to support@solelix.shop within 30 business days of delivery.

  2. Attach Proof: Include your order number, reason for return, and the required uncut unboxing video demonstrating the item's condition or defect.

  3. Receive Instructions: Once approved, our support team will provide you with a return authorization and instructions.

  4. Ship the Package: Pack the item securely in its original packaging with all tags, accessories, and gifts intact, and send it to the designated return address below.

6. Return Shipping Address

Please send authorized returns to:

Solelix

517 E 117th St

New York, NY 10035

United States

(Note: Returns sent to any address other than the designated address above without authorization will be rejected.)

7. Inspection and Refund Process

  • Inspection: Once your returned item is delivered to our location, our quality assurance team will inspect it against the policy criteria listed above.

  • Approval/Rejection: We will notify you via email regarding the approval or rejection of your refund based on item condition and compliance.

  • Processing Time: If approved, your refund will be processed back to your original payment method within 5 to 10 business days.

  • Billing Adjustments: Please note that financial institutions may take additional time to reflect the credited amount on your account statement.

8. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us immediately at support@solelix.shop with your order number and the required uncut unboxing video. We will review the submission promptly and arrange a replacement or refund in accordance with this policy.

9. Exchanges

We do not offer direct exchanges. If you require a different size or style, please follow the standard return process for your original item and place a new order on our website once your return is authorized.

10. Contact Us

If you have questions about our Return and Refund Policy, please reach out to our customer support team:

  • Store Name: Solelix


  • Email: support@solelix.shop (24/7 Email Support)

  • Phone: +1 917-719-4490

  • Business Address: 517 E 117th St, New York, NY 10035, United States