Refund policy

Refunds & Returns

UPDATED

General

We have a hassle-free 30-day return policy, which means any claims for misprinted, incorrect, damaged or defective items must be submitted within 30 days of receiving the product.

We also encourage customers to kindly get in touch with us if they have questions or concerns relating to the below.

Damages and Product Issues

If you notice an issue with your product(s), or anything in the order seems to be out of place, please contact us immediately and send a photograph along with a brief explanation of the issue.

We will review the issue and notify you of the approval (or otherwise) of a replacement or refund. If your claim gets approved, and you require a replacement, a new order will be shipped to you within 3 business days. If you request a refund, a credit will be automatically applied to your original payment method within 5-7 business days.

For packages that are 'lost in transit', all claims must be submitted no later than 14 days after the estimated delivery date. Claims arising from product issues that are deemed an error on our part, are covered at our expense, and are either replaced or fully refunded.

Note: Items in the Exemption list below are not eligible for credit, replacement or refunds. Customers should also note that any items that are shipped back to us without prior approval will not be accepted. You can always contact us for any refund or return enquiries at care@solero.coffee.

Refunds

If more than 15 business days have passed since we’ve approved your refund, please contact us at care@solero.coffee so we can look into the matter.

Exchanges

Please note that exchanges are not possible at this time. Please refer to our Replacement & Refund Exemptions section of this policy for more information.

Replacement & Refund Exemptions

We are unable to issue refunds, store credits, or replacements, in case of:

Wrong Address
If an incorrect address has been provided by the customer, and the shipment is returned back to our facility, customers will be liable for re-shipment costs once an updated address is confirmed with the customer.
Unclaimed Shipments
Shipments that go unclaimed are returned back to our facility, and customers are liable for the cost of a re-shipment.
Buyer's Remorse or Change of Mind: We do not accept returns, offer refunds, replacements or credit, on buyer’s remorse / change of mind orders, so please choose carefully.
Approved orders, not yet shipped
If customer chooses to cancel an order that has been accepted and while it is being prepared for shipment by our fulfillment team, we are unable to cancel the order.
Discontinued Products or Out-of-Stock
We do not provide compensation in case of discontinued products that have been out of stock for a lengthy period of time.

European Union 14 day cooling-off period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item(s) must be in the same condition that you received them, unused, and in original packaging. You’ll also need a receipt or proof of purchase. Conditions and Exclusions Apply, see below links for more information:

https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm

https://www.eccnet.eu/consumer-rights/what-are-my-consumer-rights/shopping-rights/cooling-period

Australian Consumer Law

For consumers within Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced, if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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