Thanks for shopping at Solisege. If you are not entirely satisfied with your purchase, we’re here to help.
Returns
You have [3] calendar days to return an item from the date you received it. You may contact us here for this matter.
Any returns request made after [3] calendar days from the date you received the item shall be invalid and shall not be processed by Solisege.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.
We reserve the rights to request from you proof of damaged, substandard or missing Goods (photograph). All proof must also be provided to us within three [3] calendar days from the date of Delivery for refunds to be considered.
Your item needs to have the receipt or proof of purchase.
Exchange
Exchange of items is not applicable.
What Are The Items Eligible for Returns?
We only accept returns for:
Items damaged on delivery;
Loose packs (applicable to vacuum packed items);
Spoiled/defective items;
Wrong items delivered;
Expired items;
What Are The Items Not Eligible for Returns?
We do not accept returns for:
Items that are partially consumed;
Items that are damaged by inappropriate storage on your part;
Refund
Refunds will be made at our sole discretion and will only be processed upon our review and successful verification of proof and/or collection of the item(s) from you by our rider.
We will provide status update on the refund to you via email as soon as practical.
After your return is approved by our management, such refund shall be made via Store Points:
We will refund the amount into your Solisege Account in terms of Store Points within five [5] working days from the date of approval of refund. You are entitled to use the refunded amount as Store Points to pay for your next order.
All refunds for orders will be processed net of discount. For example, if you used a 10% discount voucher for your order and would like to reject an item which has an original price of RM20, your final refund amount for the item will be RM18. Another example, if you used a RM10 voucher for a bill of RM200 in total and would like to return an item which has an original price of RM20, your final refund amount will be RM19.
If you refund/return any items for which Store Points have been used for that order, corresponding number of Store Points for the order of which includes the item returned will be removed from your account.
Order Cancellation
Refunds will be made at our sole discretion and will only be processed upon our review and successful verification of order cancellation.
We will only accept orders that are cancelled 24 hours before the delivery/pickup time. Any request made within 24 hours to the delivery/pickup time will be rejected.
Once the order cancellation has been approved by the company, we will provide a status update on the refund to you via email as soon as practical.
We will refund the amount according to the payment used to make the order:
Debit/Credit Card: We will refund to your Debit/Credit Card.
Online Bank Transfer & e-Wallet: We will refund using Online Bank Transfer.
The refund process will begin within five [5] working days from the date of approval of refund. Note that the bank will take an additional of approximately [14] working days to process the refund.
Situations Where We Cannot Refund:
The item is not in its original packaging;
Item returned is not eligible for returns;
Guided Process For Returns & Refund:
Inspect your items when you receive the package.
Take photos of the item that is eligible for returns.
Send the photos alongside the reasons for returns to this email: info@solisege.com.my
Our customer service will review your request and communicate with you to arrange shipping for the items to be returned to us.
If your refund is approved, the process will begin through Store Points.
