Return Policy
SOLSTICELAB TRADING CO., LTD——Return Policy
In order to protect your legal rights and interests and make your shopping experience at SOLSTICELAB TRADING CO., LTD (hereinafter referred to as "the Company") more secure, we have formulated the following return and exchange policy. Please read carefully before purchasing. If you have any questions, you can contact customer service through our website (sllabtrading.com) or email ([email protected]).
1. Return and Exchange Conditions and Period
Return Conditions: If the women's shoes you purchased from our company have the following conditions, you can apply for a return:
The shoes you received have quality problems (such as degumming, broken threads, missing accessories, size not matching the order, etc.);
The shoes have not been worn or used, and the original packaging and tags are intact, which does not affect the secondary sale (except for try-ons, but you need to keep the shoes clean when trying them on to avoid stains or damage).
Exchange conditions: If you are not satisfied with the size and style of the shoes you received, and the shoes meet the requirements of "unworn, original packaging and tags intact, and not affecting secondary sales", you can apply for replacement of shoes of the same style with other sizes or other styles of the same price (the difference will be refunded and the difference will be supplemented).
Time limit: You can apply for return and exchange within 14 days from the date you receive the goods (based on the logistics receipt time); if it exceeds 14 days, it will not be accepted, please understand.
2. Return and Exchange Process
Submit application: Please contact customer service to submit a return and exchange application through the following methods:
Website message: Log in to sllabtrading.com, and fill in the relevant information (including order number, product name, return and exchange reason, contact information, etc.) in the "Customer Service - Return and Exchange Application" section;
Email application: Send an email to [email protected], indicate "Return and Exchange Application + Order Number" in the subject of the email, and explain the return and exchange reason, product status and contact information in the email.
Review and confirmation: Customer service will contact you within 2 working days after receiving the application to verify the product status. After the review is passed, you will be provided with the return address and relevant precautions.
Returning the product: Please return the product and the original packaging, tag, and purchase receipt (such as order screenshot) to the designated address within 2 days after the review is passed. Please pack it properly when returning it to avoid damage during transportation. You will pay the freight in advance (for returns and exchanges caused by quality problems, we will refund the freight to you later; for returns and exchanges without quality problems, the freight must be borne by you).
Processing refunds/exchanges:
Returns: After we receive the returned goods and accept them, we will process a refund for you within 3-5 working days. The refund will be returned according to the original payment method. The specific arrival time is subject to the bank or payment platform processing;
Replacement: After acceptance, we will send you the replacement product within 3-5 working days and inform you of the logistics information by SMS or email.
3. Situations where returns and exchanges are not allowed
Returns and exchanges will not be accepted in the following situations, please note:
Products that exceed the 7-day return and exchange period;
Products that have been worn or used (such as worn soles, stained uppers, odors, etc.), or the original packaging or tags are missing or damaged, affecting secondary sales;
Products that are damaged due to personal reasons (such as self-modification of styles, improper cleaning leading to deformation, etc.);
Products that cannot provide purchase receipts (such as order numbers, payment records, etc.) and cannot verify purchase information.
4. Other instructions
If the goods you received have quality problems and are damaged again during transportation, you will be responsible for the damage. We will negotiate with you based on the extent of the damage.
During the return and exchange process, please keep the logistics information of the goods for easy reference.
This policy only applies to goods purchased through our official website (sllabtrading.com). For goods purchased through other channels, please refer to the return and exchange policy of that channel.
Our company reserves the right to review the return and exchange application. If there are special circumstances, we will negotiate with you to resolve the issue in a friendly manner.
Thank you for your trust and support for SOLSTICELAB TRADING CO., LTD. We will do our best to provide you with satisfactory service!