Return & Exchange Policy

At our official website, we stand behind the quality of our products and strive to ensure your complete satisfaction. If you are not entirely pleased with your purchase, we provide a comprehensive, transparent return and exchange framework to assist you.

1. Scope of Policy & Eligibility

• Official Store Purchases Only: This policy applies strictly and exclusively to products purchased directly through this official website. For orders placed via third-party platforms (such as Amazon, eBay, TikTok Shop, etc.), please contact the customer service team of the respective platform. We cannot process returns or refunds for orders outside our official website.
• 45-Day Window: Customers have 45 calendar days from the verified date of delivery to request a return or exchange. Applications submitted after this 45-day window will not be accepted.
• Custom / Special Orders Exception: All customized, engraved, or bespoke custom orders are strictly non-returnable, non-exchangeable, and non-refundable unless there is a verifiable manufacturing defect present upon arrival.

2. Order Discrepancies & Defective Items (5-Day Rule) 

To protect yourself against transit damage or fulfillment errors, please inspect your package immediately upon receipt:

• 5-Day Reporting Limit: Any Noticeable discrepancies, missing items, wrong items delivered, or product defects must be reported to our customer service within 5 business days of delivery to qualify for a free replacement or full refund.
• Do Not Use: We kindly request that you do not wear or use any items you believe to be incorrect or defective. Using the product will void your ability to exchange or return it under our error policy.
• Evidence Required: You will be requested to provide clear photographs or a short video of the discrepant/defective item(s) and the outer packaging to help us process your claim efficiently.

3. Shipping Costs & Financial Responsibilities

Return Reason	Shipping Responsibility	Refund Terms
Seller's Responsibility • Received damaged/defective • Wrong item sent • Missing components	We Cover 100% We will bear all verified return shipping costs. If we provide a prepaid return label via email, it must be used. We will not reimburse self-funded courier fees if our label was bypassed.	Full Refund or Free Replacement Includes product cost and initial shipping fees.
Customer's Reason • Dislike or changed mind • Ordered wrong size/color • Fit or style preference	Customer's Responsibility The customer is fully responsible for arranging and paying for return shipping. The package must be shipped via an insured service with a valid tracking number.	Product Refund Only The initial shipping cost from our warehouse to your location will be deducted from your final refund.

4. Condition of Returns & Packaging Instructions 

To prevent your return from being refused or subject to partial refunds, please strictly adhere to the following:

• Resalable Condition: All returned products, accessories, manuals, blank warranty cards, and protective films/tags must be in new, pristine, and unworn condition.
• Packaging Protocol: Place the original manufacturer/brand product packaging inside a separate shipping carton. Do not place shipping labels, stickers, or adhesive tape directly onto the original manufacturer's brand box, as this damages the packaging and renders the item non-resalable.
• Refusal / Restocking Fees: We reserve the right to refuse any return or charge a 25% restocking fee if there are visible signs of wear, missing parts, or if the original brand packaging is missing or defaced.

5. International Shipping & Customs Issues

• Duties and VAT: For international orders, customs duties, import tariffs, and local VAT are paid directly to your country's customs authority and are non-refundable by us. You may apply for a duty drawback directly through your local customs office.
• Lost or Damaged International Shipments: If an international package is lost or arrives damaged, an insurance claim must be initiated with the carrier. If received damaged, contact us within 5 business days and keep the outer shipping box for insurance inspection. If a package is completely lost in transit, carrier protocols require a 45-day waiting period from the shipment date before an official insurance claim and replacement/refund can be finalized.

6. How to Initiate a Return & Contact Customer Support 

We handle all customer requests manually to ensure human attention, personalized service, and efficient resolution of your needs.

To initiate a return, exchange, or refund, please follow these steps:

1. Contact Us: Reach out to our dedicated support channels with your Order Number, the list of items you wish to return, and the detailed reason (plus photos/videos if defective).
2. Get Authorization: Our customer support team will manually review your request, provide authorization, and send you the correct return shipping address instructions.
3. Ship It Back: Securely pack the item according to Section 4 and provide the return tracking number to our support agent.

Our Support Channels

• WhatsApp: wa.me/18168878730
• Email: sollensupport@sollenwatch.com (Monitored 24/7 for legal and support requests
• Phone: +1（816）887-8730