Our Return Policy:
Solex has a strict 30-day policy for any and all returns/exchanges. The customer must send an official ticket inquiry within the period stated to be eligible to claim Solex's Return/Exchange Policy. Should the 30 days pass since receipt of item/s according to the tracking number provided to the customer by , the Solex policy shall be deemed null and void.
Item/s in question for return/exchange must be unused, sealed, in the same condition and packaging upon receipt of the package. Customers must return the original packaging and shipping label of the item.
Solex reserves the right to refuse the request for return/exchange/refund if it is found that the item in question was damaged due to customer misuse or error.
Terms & Conditions for Returns:
• Return is subject to a 30% restocking fee of the item/s.
• The customer will shoulder all fees concerning shipping.
• The customer must provide Solex with a valid tracking number through our email: support@solexny.com
• The refund will be processed within 10-14 working days after confirmed receipt of the returned item/s in our warehouse.
• The customer is responsible for tracking the package. The refund will not be processed if the package does not arrive in one of our international warehouses.
• Should the item/s for return cost over $50, it is recommended to use a trackable shipping service and/or purchasing shipping insurance. Solex cannot guarantee that we will receive the returned item.
Partial Refund & Store Credit Policy:
• Item/s not in its unused and original condition.
• Item/s damaged or with incomplete parts for reasons not due to Solex's error
• Item/s returned to sender due to inability to be delivered. Shipping cost will be deducted from total refund balance. Refund processing will begin once the package has been received by our warehouse.
Non-refundable:
Item/s purchased with the following:
• Gift cards
• Discounted items
• Promotional codes
Item/s that fall under the following categories:
• Proven attempt of delivery of package resulting in failure due to misinformation given by customer (e.g. incorrect/incomplete address)
• Solex relies solely on information given by the customer, and trusts that all information provided is true and accurate. Solex shall not be liable for inability to deliver any and all packages due to incorrect shipping information provided by the customer.
• Item/s returned to sender due to inability to be delivered
• Solex relies solely on information given by the customer, and trusts that all information provided is true and accurate. Solex shall not be liable for inability to deliver any and all packages due to incorrect shipping information provided by the customer.
• Lost/stolen packages since receipt of item/s according to the official tracking number provided
• Change of mind without any factory defects/damage to the item/s
• Damaged item/s due to customer misuse
• Misinterpretation of product listing despite clear indications for regular priced items
Order Cancellation:
• Only orders that have not been processed can be cancelled.
• Solex can no longer cancel an order once the package has been processed and shipped.
• Change of mind is not valid for cancellation once order has been processed/shipped.
• Solex relies solely on our logistics partners. Logistical delays are beyond Solex’s control; some orders may experience minor delays due to the shipping address/location. Solex cannot cancel an item due to delayed shipment.
Process for Return:
Review the refund policy to determine eligibility of item/s.
Step 1: Send us an email stating item/s subject for Refund/Exchange at support@solexny.com
Step 2: Please await confirmation of the refund amount that the item/s qualify for (depending on reason for return, and item/s in order).
Step 3: Solex will provide the return address and shipment labeling instructions. This step is necessary!
Step 4: Please ship the item subject for return/exchange at your own cost. We cannot cover the cost of the return shipping nor provide pre-paid labels. Kindly print out the order confirmation email and include it in the return package.
Step 5: Notify us via email at support@solexny.com that you have accomplished steps 1 through 5 and provide us with the shipping company used and tracking number (very important!)
Step 6: Solex will process the refund/return within 10 business days after receiving the returned items.
At Solex, our goal is to offer you the best shipping options, no matter where you live.
Our time frame once the order is placed:
1. Processing Time:
Processing time takes 2-3 business days after Solex receives the order and the payment.
- For all custom items: We design, hand-cut, and hand-tool our goods in our studio. All items are made to order. Please allow a lead-time between 12-14 business days.
- For all other curated items: 2-3 business days
2. Shipping Time:
Solex relies solely on our logistics partners. We do our best to ship out your items as fast as we can. However, due to unforeseen delays, some orders may take longer.
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Our items are worth the wait! International delivery can take anywhere from 2-3 weeks to be delivered to your destination.
Canada and Other Countries:
Shipping to Canada and other countries except the US may incur any applicable taxes. Additionally, Duties & Taxes may apply. The taxes and duties levied on imported goods is up to the discretion of the customs agent in the country of importation. Solex is not liable for any import fees, duties, and/or taxes that may apply.
What you can expect:
- After processing and leaving the warehouse, your package will be turned over to our logistics partners.
- U.S. orders are shipped by E-packet, a U.S. Postal Service product.
- International customs delays can happen! Should this happen to you, please expect possible delays. Please note that this is not included in Solex's overall lead time as this is beyond our control.
- Longer shipping times may vary depending on your address, and availability of shipping couriers in your location.
- Shipping delays can happen too! For reasons beyond Solex's control, some packages may take longer to arrive to your destination.
- Solex will regularly send you updates about your order through your provided email address. Don't forget to leave us your full contact details!
- Solex is always happy to help you track your package! Email us at support@jaunter.co
- To track your package with ease, we recommend to use Parcels App