Refund policy

Last Updated: November 2, 2026

1. RETURN POLICY

At Solelifes, we are committed to providing a clear, fair, and transparent return and refund process for our customers.

We offer a 30-day return policy for eligible products purchased directly from our official online store at https://www.solelifes.com.

Customers must submit a return request within 30 calendar days of the date their order is delivered.

This policy applies to eligible unopened products, products damaged during delivery, defective products, incorrect items, and products received with missing components.

All returns must comply with the eligibility requirements and return procedures outlined below.

2. ELIGIBLE RETURNS

2.1 Unopened Items

Unopened items can be returned within 30 calendar days of delivery if they meet the following conditions:

  • The product is unused and in its original condition.

  • The original product packaging remains unopened.

  • All original accessories, manuals, and components are included.

  • The customer provides a valid order number or proof of purchase.

  • The return request is submitted within 30 calendar days of delivery.

Eligible unopened products can be returned for a refund even if the customer has changed their mind.

2.2 Damaged Items

If your order arrives with a damaged product or shipping damage that affects the product's condition, contact our Customer Support team within 30 calendar days of delivery.

Please provide:

  • Order number

  • Product name

  • Description of the damage

  • Clear photographs showing the damaged product and packaging

For confirmed damage occurring during shipping, Solelifes will provide a replacement or refund.

If the original product is unavailable for replacement, a refund will be issued to the original payment method.

Solelifes covers return shipping costs for confirmed transit-damaged products when a return is required.

2.3 Defective Items and Missing Parts

If your product arrives defective, broken, incomplete, or with missing components, contact our Customer Support team within 30 calendar days of delivery.

Please provide your order number, product name, a description of the issue, and photographs showing the defect or missing components .

For confirmed defects or missing components, Solelifes will arrange a replacement or refund.

If the exact replacement product is unavailable, a refund will be issued to the original payment method.

Customers will not be charged return shipping fees for confirmed defective products or fulfillment errors.

2.4 Incorrect Items

If you receive a product different from the item you ordered, contact solelifes@vipcareo.com within 30 calendar days of delivery.

Please provide your order number and photographs of the incorrect item.

Solelifes will arrange for the correct product to be sent or issue a refund to the original payment method.

Return shipping costs for incorrect items shipped by Solelifes are covered by Solelifes.

3. INELIGIBLE RETURNS

3.1 Items Purchased from Other Retailers

Products purchased from other retailers, marketplaces, or websites are not eligible for return through Solelifes.

Customers must contact the original seller for assistance with those purchases.

3.2 Opened or Used Items

Opened or used products are not eligible for standard change-of-mind returns.

This includes:

  • Products removed from their original sealed retail packaging.

  • Products that have been used, assembled, or altered after delivery.

  • Products missing original accessories or components.

  • Products damaged through improper handling or misuse after delivery.

These restrictions do not apply to products that arrived damaged, defective, incorrect, or incomplete, or where otherwise required by applicable law.

3.3 Imperfect Packaging

Minor cosmetic imperfections in external packaging that do not affect the product's condition, safety, functionality, or completeness do not independently qualify an otherwise ineligible item for return.

Unopened and unused products remain eligible for return under the standard 30-day return policy.

If packaging damage has affected the product itself, customers can request a replacement or refund under Section 2.2.

3.4 Returns Outside the Return Window

Change-of-mind return requests submitted more than 30 calendar days after delivery are not accepted.

This restriction does not limit any rights or remedies available under applicable law.

4. HOW TO RETURN AN ITEM

To initiate a return, customers must contact our Customer Support team within 30 calendar days of delivery.

Step 1: Submit Your Return Request

Send an email to:

Email: solelifes@vipcareo.com

Include the following information:

  • Full name

  • Order number

  • Product name

  • Reason for return

  • Photographs if the item is damaged, defective, incomplete, or incorrect

Step 2: Obtain Return Authorization

Our Customer Support team will review your request and issue a Return Merchandise Authorization (RMA) number for eligible returns.

An RMA number is required to identify and process your return.

Customers must obtain return authorization before shipping their products.

Step 3: Prepare Your Return

Securely package the product, including its original accessories, manuals, and components.

Include your order number and RMA number inside the return package.

Step 4: Ship Your Return

Please contact us for return instructions.

Email: solelifes@vipcareo.com

Customers are responsible for return shipping costs for standard change-of-mind returns.

Solelifes covers return shipping costs for confirmed damaged, defective, incomplete, or incorrect products when a return is required.

Step 5: Provide Tracking Information

After shipping the return package, email the shipping carrier name and tracking number to solelifes@vipcareo.com.

Retain your shipping receipt until your return has been processed.

5. HOW TO PREPARE YOUR RETURN SHIPMENT

Follow these instructions when preparing your return:

  1. Pack the product securely in a sturdy shipping box to prevent damage during transportation.

  2. Include all original accessories, manuals, components, and applicable product packaging.

  3. Remove or cover previous shipping labels and barcodes when reusing a shipping box.

  4. Include your RMA number and order information inside the package.

  5. Please contact us for return instructions.

    Email: solelifes@vipcareo.com

  6. Use a shipping service that provides tracking information.

  7. Retain your shipping receipt until your return has been completed.

  8. Email the carrier name and tracking number to solelifes@vipcareo.com.

Customers are responsible for ensuring their return packages are securely packed.

6. RETURN SHIPPING COSTS

6.1 Change-of-Mind Returns

Customers are responsible for return shipping costs when returning eligible products for reasons unrelated to product defects, shipping damage, or fulfillment errors.

Return shipping costs are based on the actual rates charged by the customer's selected shipping carrier.

Customers pay the return shipping carrier directly for standard change-of-mind returns.

6.2 Damaged, Defective, or Incorrect Products

Solelifes covers return shipping costs for confirmed cases involving:

  • Products damaged during delivery

  • Defective or broken products

  • Incorrect products shipped by Solelifes

  • Products received with missing components

Customers must contact Customer Support before returning these products to receive return authorization and shipping instructions.

6.3 Restocking Fees

Solelifes does not charge any restocking fees for eligible returns.

7. PROCESSING RETURNS AND REFUNDS

7.1 Return Inspection

After a returned package arrives at our return facility, the item will be inspected to confirm that it meets the applicable return eligibility requirements.

Return inspection and processing time: 1–3 business days after receiving the returned product.

Customers will receive an email confirming the outcome of their return request.

7.2 Approved Refunds

Approved refunds are issued to the original payment method used for the purchase.

Solelifes will initiate approved refunds within 1–3 business days after receiving the returned item.

After the refund is issued, banks and payment providers typically require 3–5 business days for the funds to appear in the customer's account.

The final posting time depends on the customer's bank or payment provider.

7.3 Refund Amounts

For standard change-of-mind returns, the refund includes the amount paid for the eligible returned product after applicable discounts.

Original shipping charges are not refunded for standard change-of-mind returns.

For confirmed damaged, defective, incomplete, or incorrect products, the refund includes the applicable original shipping charges associated with the affected products.

No restocking fees are deducted from approved refunds.

7.4 Delayed or Missing Refunds

If you have not received your refund after the stated processing period:

  1. Check your original payment account.

  2. Contact your bank or payment provider for transaction status.

  3. Email solelifes@vipcareo.com with your order number for further assistance.

8. REPLACEMENTS

Customers who receive damaged, defective, incomplete, or incorrect products can request a replacement within 30 calendar days of delivery.

For approved replacement requests, Solelifes will arrange shipment of the correct or replacement product.

If the exact replacement product is unavailable, a refund will be issued to the original payment method.

Customers are not charged additional shipping fees for approved replacements involving confirmed transit damage, defects, missing components, or fulfillment errors.

Standard exchanges for personal preferences are not offered.

Customers who wish to purchase a different product can return an eligible unopened item for a refund and place a new order.

9. MISSING PRODUCT INSTRUCTIONS

If your product arrives without required instruction manuals or assembly instructions, contact our Customer Support team.

Email: solelifes@vipcareo.com

Please provide:

  • Order number

  • Product name

  • Description of the missing instructions

Our Customer Support team will assist with the missing instructions or provide an appropriate resolution if required materials were not included.

10. DISCOUNTED AND PROMOTIONAL ITEMS

Products purchased using promotional codes, discounts, or special offers are subject to the same standard return eligibility requirements.

For approved returns, refunds are calculated based on the actual amount paid after the applicable discount.

For orders containing multiple products, the refund reflects the discount allocated to the returned products.

11. REFUSED AND UNDELIVERABLE SHIPMENTS

11.1 Refused Deliveries

If a customer refuses delivery of an order without a confirmed delivery problem or fulfillment error, the shipment will be treated as a customer-initiated return.

Actual return shipping charges incurred due to the refusal will be deducted from the eligible refund.

If delivery is refused because of confirmed severe transit damage or an incorrect shipment, Solelifes will cover the applicable return shipping costs.

11.2 Undeliverable Shipments

If an order is returned as undeliverable, our Customer Support team will contact the customer using the contact information provided with the order.

Customers can request reshipment after confirming or correcting their delivery information.

Additional reshipment charges resulting from incorrect customer-provided delivery information are the customer's responsibility.

If a delivery failure resulted from an error by Solelifes, the customer will not be charged for correcting the shipment.

12. ORDER CANCELLATIONS

Customers can request cancellation of an order before it enters the shipping process.

How to Request Cancellation

Contact our Customer Support team:

Email: solelifes@vipcareo.com

Include your order number and clearly state your cancellation request.

If the order has not entered the shipping process and cancellation is confirmed, Solelifes will cancel the order and issue a refund to the original payment method.

Once an order has entered the shipping process, it cannot be canceled through the standard cancellation procedure.

After delivery, eligible products can be returned within 30 calendar days in accordance with this Return & Refund Policy.

A cancellation request is considered complete when the customer receives cancellation confirmation from Solelifes.

13. QUESTIONS AND CONTACT INFORMATION

If you have any questions regarding returns, refunds, replacements, damaged products, payments, billing, checkout, or an order, contact us:

Store Name: Solelifes
Website: www.solelifes.com
Email: solelifes@vipcareo.com
Phone: +1 781-762-2415
Business Address: 45 Elm St Norwood NY 13668
Business Type: Online retail store
Primary Market: United States

Customer Support Hours:

Monday – Saturday: 9:00 AM – 6:00 PM (Eastern Time)
Sunday: Closed

We aim to respond to all customer inquiries within 24 to 48 hours.