Returns

WHAT IS YOUR RETURN POLICY?

  • If you have purchased an item from Sool and it is not of acceptable quality or does not match the description, you can return it to us for a refund within the first 7 days of delivery.
  • Returned merchandise must be unaltered, and accompanied by the original price tag and packaging. Sool will only accept the return if the goods are unopened, unused and in their original condition.
  • Returns received after the 7-day mark may be refused or subject to a restocking fee. – Some restrictions may apply for returns. Items listed as “final sale” are ineligible for return.
  • We do not accept exchanges. Instead, place a new order at Sool.com.au and return your original item(s) for a refund.
  • Sool does not accept Change of Mind Returns and does not do Remorse Purchase refunds.
  • Products ordered online can not be returned to our store.
  • If the item was damaged in transit we’ll cover cost of shipping back to us & we’ll cover return cost back to you. For other cases, you have to cover cost of shipping back to us & we’ll cover return cost back to you.
  • Shipping fees are non-refundable.

Damaged in Transit

Our intentions are to ensure that your item arrives in perfect condition. In the unlikely event that your order arrives damaged we will make every attempt to help you receive a replacement as quickly as possible. You need to contact us within 24 hours of receiving your order. You may be required to send photos/video. The photos/video are generally requested by the manufacturer to confirm the extent of damage for a part/s or entire replacement. Once assessed you will be contacted by a customer service member.

HOW TO RETURN AN ORDER

To return items, you must contact our customer service at info@sool.com.au to begin the return process.  We need to approve all returns and give necessary instructions for the return. If you do not follow our instructions there is a risk your products might not be identified and accepted when returned. Once they have issued a return authorization you will return your item(s) to us for processing.

Follow these instructions to return an order purchased from Sool.com.au:

  1. Contact our customer service at info@sool.com.au to begin the return process. Please include invoice & write the problems with item, provide photos if necessary.
  2. Pack your item(s) in the shipping box in which your order arrived or in similar protective packaging.
  3. Keep record of the tracking number on your return shipping label.
  4. Returns are typically processed within 3-5 business days. You will be notified via email once your return is complete.

Any questions queries comments or complaints email us @ info@sool.com.au