Last updated: September 7, 2026
Returns & Exchanges
We want every SOLISZEN order to arrive correctly and match the product options selected at checkout.
Return request window
Contact us within 3 calendar days of delivery to request a return or exchange review. Email wendy.soliszen@gmail.com before sending any item.
What to include
- Your order number.
- Clear photographs of the product and packaging where relevant.
- A short description of the issue or reason for the request.
Eligibility
- Unused standard products may be reviewed for return or exchange eligibility.
- Custom, personalized, or confirmed made-to-order products are normally not returnable for change of mind, unless mandatory law requires otherwise.
- Items should be unused and returned with their original accessories and packaging where possible.
Authorization and return deadline
Do not send a return until SOLISZEN has approved the request and provided the current return address and instructions. Unless we agree otherwise, an authorized return must be dispatched with tracking within 7 calendar days after instructions are issued. The return destination is in China.
Return shipping and fees
- If an approved return concerns a defect, shipping damage, an incorrect item, or an item that does not match the confirmed order, SOLISZEN will provide the appropriate resolution and cover reasonable approved return shipping where required.
- For other approved returns, the customer is responsible for return shipping.
- SOLISZEN does not charge a restocking fee for an approved return.
- Original outbound shipping charges are not refundable for change-of-mind returns, except where mandatory law requires otherwise.
Refunds
After an approved return is received and inspected, SOLISZEN will approve or reject the refund within 5 business days. An eligible refund is then issued to the original payment method. PayPal or the customer’s financial institution may require additional processing time. Mandatory consumer rights that apply in the customer’s location are not excluded.
Exchanges
Availability must be confirmed before an exchange is approved. For defective, damaged, incorrect, or order-mismatched items, SOLISZEN will provide the appropriate replacement or other resolution. For a change-of-mind exchange, the customer is responsible for approved return shipping and any new outbound shipping charge disclosed before the exchange is confirmed.
Contact
Email: wendy.soliszen@gmail.com
Telephone / WhatsApp: +86 150 1921 3681