Refund policy

REFUND POLICY

Returns

We accept returns from domestic customers if we are notified within 7 days of the date that the order was delivered and the purchase is returned to us within 14 days of the delivery date.

To start a return, you can contact us at info@solasola.co.ke with the subject line mentioning RETURNS and your order number. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

The cost of sending back the product is at the customer’s expense and original shipping costs are non-refundable. Sola Sola cannot be held responsible for any lost or undelivered returns. For this reason, we strongly recommend using Fargo Courier when sending the product back, to ensure its safe delivery with us.

You can always contact us for any return questions at info@solasola.co.ke.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item. We will investigate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we'll either give you a gift card to the same amount, or give you an Mpesa refund.

Products purchased during sales or a discount period are not eligible for refund.

Cancellations

We may cancel an order at any time before delivery. Customers will be informed when this occurs.