Refund policy

Return & Refund Policy
1. General Provisions
This Policy is an integral part of the Public Sale and Purchase Agreement (Public Offer) published on soluje.com and governs the process for returning products and issuing refunds to Buyers.
The relationship between the Seller and the Buyer is governed by the Civil Code of Ukraine and the Law of Ukraine “On Consumer Rights Protection.”

2. Return Eligibility
The Buyer may initiate a return provided all of the following conditions are met:
— the return request is submitted within 14 calendar days of the delivery date;
— the item has not been used and shows no signs of wear;
— all original tags and labels are intact;
— the item is clean, free of odors, stains, and physical damage;
— the packaging is undamaged (excluding the outer shipping box).
If any one of these conditions is not met, the Seller reserves the right to decline the return.

The return must be shipped within 3 business days after approval.

3. Non-Returnable Items
Items that have been used, show signs of wear, carry odors, are damaged, or are missing tags are not eligible for return. Exceptions apply if the item has a manufacturing defect or significantly differs from its description on the Website.

4. How to Submit a Return
Step 1. Send your return request to info@soluje.com
Step 2. Include your order number, reason for the return, and photos of the item (front, back, tags attached).
Step 3. Receive return shipping instructions from the Seller.
Step 4. Ship the item back and provide the tracking number.

5. Returns Within Ukraine
Returns within Ukraine are free of charge for the Buyer. Items are shipped back via Nova Post.
Once the returned item is received and inspected (within 5 business days), the Seller will confirm the return and initiate the refund.

6. International Returns
International returns require prior coordination with our support team at info@soluje.com.
Return shipping costs are the responsibility of the Buyer, unless otherwise agreed.
Any customs duties, taxes, or fees incurred upon the item’s return to Ukraine are to be paid by the Buyer. If such costs are automatically charged to the Seller, the corresponding amount will be deducted from the refund. In some cases, the Seller may offer a gift card toward a future purchase to help offset customs costs incurred during the return process. Any such credit will be valid for 12months from the date of issue.

7. Refunds
Once a return is confirmed as accepted, the refund is processed within 5 business days to the original payment method. The Buyer will be notified with email. The actual time for funds to appear in the Buyer’s account depends on their bank and may take an additional 2–10 banking days.
If payment was made in a currency other than UAH, the refund amount may slightly differ due to exchange rate fluctuations. The Seller has no control over conversion rates.

8. Exchanges
Exchanges are handled by completing a standard return and placing a new order for the desired item. Individual exchange arrangements may also be made directly with the Seller through our support channels.

9. Defective or Incorrect Items
If the Buyer receives an item with a manufacturing defect or an item that does not match their order, the Seller will provide a full refund including shipping costs, or send a replacement at the Seller’s expense.
In such cases, please send photos or a video documenting the defect or discrepancy to info@soluje.com.

10. Contact
For all return and refund inquiries, please reach out to:
info@soluje.com