Order Cancellation

Cancelling an order is possible if you contact us within 24 hours from your order date/time. 
Please note that order cancellation is not possible for order that has been dispatched. Should the cancellation is compulsory, the request will be treated as Return. A cancellation processing fee will be levied which is 15% of your purchase amount and incurred shipping fee is non-refundable.

 

Returns & exchange

Any return or exchange of items can only be made within 15 days after the order is received.

All returned items must be in unopened/original condition, with original packaging or else it will be rejected upon receiving.

We do not accept return or exchange in the following cases:

- Free items

- Items are not in original condition or have been opened for use

Any extra charges incurred in an exchange or return (eg. re-shipping cost, resending cost, duties and taxes) shall be borne by customer. We will process the refund or exchange request as soon as we receive the returned items. Please email us (service@solsticee.com) for the detailed return address. It is recommended to use delivery service with a tracking system to return the items.

 

If you receive a defective item, please email us (service@solsticee.com) with a photo of the item as a proof and we offer free replacement as compensation once the item is confirmed as defective. Goods are classified as defective if they are received in damaged condition, or where a manufacturing defect is noticeable on the items. Please note that items that are damaged as a result of improper usage and mishandling by the customers are not considered to be defective.

 

Receiving a refund

All refunds are issued based on the payment method used at the time of purchase. 


There will be a 15% cancellation charge and shipping cost is non-refundable for items returned due to: 
- Order cancellation for order that has been dispatched 
- Shipment return as a result of unclaimed by customer 
- Shipment return as a result of wrong shipping information provided by customer 

Refund usually takes 7-10 business days to show on your account due to varying processing time between payment providers.

If the standard time-frame as mentioned above has passed and you have still not received the refund, please contact your card issuer/bank for more information. 

All refunds will be made in USD, we will not be liable for any losses incurred as a result of currency fluctuations or exchange rates.