Refund policy

Thank you for shopping at Solace ZA. We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help.

1. Returns & Eligibility Window

Timeframe: You have 14 calendar days from the date you received your item to request a return or exchange.

Condition: To be eligible for a return, your item must be:

Unused, unworn, and in the exact same condition that you received it.

In its original, undamaged packaging with all original tags and labels intact.

Proof of Purchase: A valid receipt, order number, or proof of purchase is required for all returns.

2. Non-Returnable / Final Sale Items

Certain types of goods cannot be returned, including:

Gift cards and downloadable digital products.

Intimate or sanitary goods (if unsealed or used).

Items marked as "Final Sale" or clearance at the time of purchase.

3. Return Process

To initiate a return, please follow these steps:

1. Contact Us: Reach out to our customer support team via phone or email with your order number, reason for return, and clear photos if the item is damaged or defective.

2. Authorization & Address: Once approved, we will provide authorization and instructions to send your item to our address:

Return Address:

800 BLOCK U2

MABOPANE

PRETORIA, 0190

South Africa

3. Shipping Costs: You are responsible for paying your own shipping costs for returning your item (unless the item arrived damaged, defective, or incorrect). Shipping costs are non-refundable. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without proof of delivery.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives defective, damaged, or incorrect, contact us within 48 hours of delivery. We will evaluate the issue immediately and arrange for a replacement or a full refund at no additional cost to you.

5. Refunds

Inspection: Once we receive and inspect your returned item, we will notify you via email or phone regarding the status of your refund.

Processing: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Credit Card, EFT, or payment gateway) within 7 to 10 business days.

Late or Missing Refunds: If you haven’t received a refund within the specified window, check your bank account or contact your payment provider/bank, as processing times may vary.

6. Exchanges

If you need to exchange an item for a different size or color, the fastest approach is to return the original item for a refund and place a new order online, or contact customer support for direct swap options based on stock availability.

Contact Us

For any questions regarding our Return & Refund Policy, please contact us:

Phone / WhatsApp: 072 901 8924

Email: info.solaceza@gmail.com

Address: 800 BLOCK U2, MABOPANE, PRETORIA, 0190

Website: https://solaceza.store