Refund Policy
Refund Policy
Exchanges / Refunds / Replacements
If you are within the 14-day return period, we offer you 3 options:
1. Exchange your item for a different size / colour
Exchanges are only available for a different size and/or colour of the same style. Exchanging for a different product is strictly not permitted. We recommend that you return your original item for a refund and then place a new order for the product you want.
2. Refund details and store credit
By default, refunds are issued as store credit.
The refund will be visible on your account within 7 to 10 business days of receipt of your request.
Orders that are exchanged, or items returned / exchanged due to a manufacturer's defect, do not incur these restocking fees. The fees will be applied to the original order and the balance will be refunded.
Only the final price paid (after any discount) will be refunded.
Discount codes and gift vouchers cannot be reissued and are non-refundable.
3. Replacement of a wrong or defective item
We are truly sorry! Please email us at contact@soiflex.com with the following details:
- Your order number
- A description of the problem (e.g., wrong / defective item)
- A photo or video
How long does it take to get a refund?
Generally, refunds can take up to two weeks to be processed. All refunds must be verified for authenticity and must be submitted to our accounting department for processing.
How to return an item?
- Every return request must be accompanied by a return form.
- Please fill out this form as accurately as possible and send your item along with the form to the return address that we will provide to you by email.
- For any questions or concerns, email us at contact@soiflex.com
Late or missing refunds
- Check your bank account
- Contact your bank
- Processing time generally takes 3 to 5 business days
If you have done all of this and you still have not received your refund, please contact us at contact@soiflex.com
Shipping
The customer is responsible for paying their own shipping costs when returning an item. If you receive store credit, it will correspond to the amount you paid. If you have requested a refund, you will receive exactly what you paid for the product, minus the restocking fee.
If you would like an exchange: depending on your country of origin, your exchanged item may take 2 to 7 weeks to reach you.
Notice
If you are shipping items worth more than $50, we strongly suggest that you return the product to us with a tracking number.