Solupa: Innovating Your Everyday

Eligibility for Returns and Exchanges

To be eligible for a return or exchange, your item must meet the following criteria:

• Timeframe: All return or exchange requests must be initiated within 30 calendar days from the date of delivery. Requests made beyond this period may not be accepted.
• Condition of Item: The item must be in its original, unused, unwashed, and unaltered condition. This includes all original tags, labels, and packaging being intact and undamaged. Items that show signs of wear, damage, or alteration will not be eligible for return or exchange.
• Proof of Purchase: A valid proof of purchase, such as your order number, original receipt, or packing slip, is required for all returns and exchanges. Without this, we may not be able to process your request.
• Completeness: All components, accessories, manuals, and free gifts that were included with the original purchase must be returned. Missing items may result in a partial refund or refusal of the return.

Initiating a Return

Follow these steps to initiate a return for your eligible item:

1. Contact Customer Service: To begin the return process, please contact our dedicated Customer Service team via our contact page or email. Provide your order number, the item(s) you wish to return, and the reason for the return.
2. Receive Return Authorization: Upon review of your request, if eligible, our team will provide you with a unique Return Merchandise Authorization (RMA) number and detailed instructions on how to send back your item. Please do not send items back without an RMA number, as this may delay or prevent your refund/exchange.
3. Packaging Your Item: Securely package the item(s) in their original packaging, ensuring all original tags and accessories are included. Clearly write the provided RMA number on the outside of the package.
4. Shipping the Item: You are responsible for the cost of return shipping unless the item received was defective or incorrect. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot be responsible for items lost or damaged during return transit.
5. Return Confirmation: Once we receive and inspect your returned item, we will send you an email notification confirming the status of your return and the approval or rejection of your refund.

Exchanges

If you wish to exchange an item for a different size, color, or a completely different product, please follow these guidelines:

• Initiating an Exchange: Follow the same process as initiating a return by contacting Customer Service and requesting an exchange instead of a refund. Please specify the item you wish to receive in exchange.
• Item Availability: Exchanges are subject to product availability. If the desired item is not in stock, we will issue a refund according to our refund policy.
• Price Differences:
  • If the new item is of lesser value, the difference will be refunded to your original payment method.
  • If the new item is of greater value, you will be required to pay the difference before the exchange item is shipped.
• Shipping for Exchanges: You will be responsible for the shipping cost of the original item back to us, and we will cover the shipping cost of the new item to you for the first exchange. Subsequent exchanges may incur additional shipping charges.

Refunds

Upon successful inspection and approval of your returned item, your refund will be processed as follows:

• Refund Method: Refunds will typically be issued to the original method of payment used for the purchase. If the original payment method is unavailable, we may offer store credit or an alternative refund method at our discretion.
• Processing Time: Please allow 7-10 business days from the date we receive your returned item for your refund to be processed and appear on your statement. Processing times may vary depending on your financial institution.
• Shipping Costs: Original shipping charges are non-refundable, except in cases where the item received was defective or incorrect. Return shipping costs are generally the responsibility of the customer, unless otherwise stated or agreed upon.
• Restocking Fees: In certain circumstances, a restocking fee of up to 15% of the item's value may be applied to returns, especially for items that are not returned in perfect condition but are still deemed resellable, or for large/specialty items. Any applicable restocking fees will be clearly communicated during the RMA process.

Non-Returnable Items

For hygiene, safety, and intellectual property reasons, certain categories of products are deemed non-returnable. Please review this list carefully before purchasing:

• Digital Products: Including but not limited to software downloads, e-books, online courses, and gift cards delivered electronically.
• Personalized or Custom-Made Items: Products that have been specifically customized or made to order for you.
• Perishable Goods: Items such as food, flowers, or certain health and beauty products with limited shelf life.
• Health and Personal Care Items: For hygiene reasons, items like intimate apparel, swimwear, earrings, cosmetics, and certain medical devices once their packaging has been opened or seal broken.
• Gift Cards: Physical and electronic gift cards are non-refundable and cannot be exchanged for cash.
• Final Sale Items: Products explicitly marked as "Final Sale," "Clearance," or "Non-Returnable" at the time of purchase.
• Opened Software or Media: Any software, video games, DVDs, or CDs that have been opened or removed from their original sealed packaging.

This list is not exhaustive and may be updated. If you are unsure whether an item is returnable, please contact Customer Service before making your purchase.

Damaged or Defective Items

We meticulously inspect all items before shipment, but in the rare event that you receive a damaged or defective product, please follow these specific instructions:

• Immediate Notification: You must report any damaged or defective items within 48 hours of delivery. Please provide clear photographs or videos illustrating the damage or defect.
• Assessment and Resolution: Upon receiving your notification and evidence, our team will assess the issue. We may offer a replacement, a full refund, or a store credit, depending on the nature of the defect and product availability.
• Return Shipping for Defective Items: If a return is required for a damaged or defective item, we will provide a pre-paid return shipping label. Do not discard the original packaging, as it may be needed for return or inspection by the shipping carrier.
• Exclusions: Damage caused by misuse, accidents, neglect, unauthorized repairs, or normal wear and tear is not covered under this policy.

Important Considerations and Disclaimers

• Right to Refuse: Solupa reserves the right to refuse any return or exchange that does not meet the criteria outlined in this policy. Items returned without proper authorization or not in their original condition may be returned to the customer at their expense or result in a reduced refund.
• Policy Updates: This Return and Exchange Policy is subject to change without prior notice. Any revisions will be effective immediately upon posting on our website. We encourage you to review this policy periodically.
• Accuracy of Information: While we strive for accuracy in all product descriptions and images, slight variations may occur. These minor discrepancies are not considered defects and do not qualify for a return under the "damaged or defective" clause.
• Customer Responsibility: It is the customer's responsibility to ensure the accuracy of the shipping address provided. Items returned due to an incorrect address provided by the customer may be subject to additional shipping charges or a reduced refund.

Contact Us

If you have any questions regarding our Return and Exchange Policy, or if you need assistance with a return or exchange, please do not hesitate to contact our Customer Service team. We are here to help ensure your shopping experience with Solupa is positive and hassle-free.

Last Updated: 06-18-2025