Refund policy
Exchanges / Refunds / Replacements
Refund Policy Any product can be returned for a refund within 14 days of receipt, subject to the conditions below.
If you are within the 14-day return period, we offer you 3 options:
1. Exchange your item for a different size/color Exchanges are only available for the size and/or color of the same style. Exchanging for a completely different product is strictly not permitted. We recommend returning your original item for a refund and then placing a new order for the product you want.
2. Refund details and store credit By default, the refund method is store credit. If you wish to receive a refund to the original payment method used for your purchase, you must notify us on the return form, and a 15% inspection, warehouse, and processing fee will apply. Orders that are exchanged or items returned/exchanged due to a manufacturer's defect do not incur this restocking fee. The fee will be applied to the original order, and the balance will be refunded. Only the final price paid (after any discounts) will be refunded. Discount codes or store credits cannot be re-issued and are non-refundable.
3. Replacement of a wrong or defective item We are truly sorry! Please send us an email at contact@soiflex.com with the following details:
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Your order number
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A description of the issue (e.g., wrong/defective item)
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A photo or a video
How long does it take to get a refund? Generally, refunds can take up to two weeks to process. All refunds must be verified for authenticity and submitted to our accounting department for processing.
How to return an item?
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Each return request must be accompanied by a return form.
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Please fill out this form as accurately as possible and send your item along with this form to the return address we will provide you by email.
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For any questions or concerns, email us at contact@soiflex.com.
Late or missing refunds:
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Check your bank account again.
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Contact your bank or credit card company.
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Processing time generally takes 3 to 5 business days. If you’ve done all of this and you still have not received your refund yet, please contact us at contact@soiflex.com.
Shipping: The customer is responsible for paying their own shipping costs for returning an item. If you receive store credit, it will be for the amount you paid. If you requested a refund to your original payment method, you will receive exactly what you paid for the product minus the restocking fee. If you want an exchange: depending on your country of origin, your exchanged item may take 2 to 7 weeks to reach you.
Disclaimer: If you are shipping items over 50€ / $75 CAD, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Returns Form: To proceed with a return, you can use our standard return form available here: https://soiflex.com/pages/formulaire-de-retractation
Special Provisions for Canadian Customers: Please note that European laws regarding the right of withdrawal do not apply in Canada. However, we voluntarily offer you the same flexibility with our 14-day return policy. Furthermore, if you are shipping items over $75 CAD, we strongly recommend returning the product with a tracking number.