Return & Refund Policy
At Solemhaeyz, customer satisfaction is important to us. Please read the following policy carefully before making a purchase.
1. Reporting Period
All return or refund concerns must be reported within 3 days from the date of delivery.
You may contact us at:
📧 customerservice@solemhaeyz.com
2. Requirements for Return Request
To process a return request, customers must provide:
• Clear photos of the item received
• An unedited opening/unboxing video (from sealed package to product reveal)
• Order number reference
This helps us verify the condition of the product upon receipt.
3. Condition of Returned Items
Items must:
• Be in original packaging
• Be unused and undamaged
• Include all original inclusions
We reserve the right to decline returns that do not meet these conditions.
4. Non-Returnable Items
The following are non-refundable unless defective upon arrival:
• Opened lightsticks
• Photocards
• Sale or promotional items
• Change-of-mind purchases
5. Refund Processing
If approved, refunds will be processed via the original payment method within 5–10 business days.