Simple Returns. Clear Solutions. 🌲
At soleovo™, we want every outdoor purchase to feel confident and straightforward.
If you need to request a return, exchange, refund, or assistance with an order issue, this guide explains the process and important details.
RETURN PERIOD
How long do I have to request a return?
Eligible products may generally be returned within:
To qualify, returned items must meet the applicable return requirements outlined below.
HOW TO START A RETURN
Contact us before sending anything back.
Before returning a product, please contact our customer support team:
📧 service@soleovo.com
Please include:
✓ Order Number
✓ Product Name
✓ Reason for Return
✓ Photos or Videos (when related to product issues)
Providing complete details helps us review your request more efficiently.
RETURN REQUIREMENTS
What conditions apply?
Unless an item is damaged, defective, incorrect, or protected by applicable consumer rights, eligible returns should generally be:
Unused and in original condition
Not modified or intentionally damaged
Returned with original accessories and included components
Products that do not meet applicable return conditions may not qualify for a refund.
RETURN DESTINATION
Where should I send my return?
Please do not send products directly to our registered business address.
After your return request has been reviewed and approved, our support team will provide:
Approved return location
Return instructions
Additional steps if required
Unauthorized returns or packages sent to an incorrect destination may experience delays or may not be accepted.
ITEMS THAT MAY NOT QUALIFY FOR STANDARD RETURNS
Certain products may not be eligible for preference-based returns due to product condition, safety, customization, or other considerations.
Examples may include:
These limitations do not affect consumer rights that cannot legally be excluded.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Something arrived differently than expected?
If your order arrives:
please contact us as soon as possible.
Please provide:
📦 Order Number
📝 Description of the issue
📸 Product or packaging photos
🎥 Video evidence when helpful
After review and confirmation, we may provide an appropriate solution, including:
✓ Replacement
✓ Reshipment
✓ Refund
✓ Return assistance
For issues confirmed to result from an error attributable to us, customers will not be required to bear additional costs caused by that confirmed issue.
RETURN SHIPPING COSTS
Who pays for return shipping?
Customer Preference Returns
For returns caused by:
- Change of mind
- Personal preference
- Incorrect product selection
- Other reasons not caused by soleovo™
the customer is generally responsible for return shipping costs.
Product Issues Caused by Us
If we confirm that the item was damaged, defective, incorrect, incomplete, or materially different due to an error attributable to us, we will provide an appropriate solution without requiring additional costs caused by that issue.
Original shipping charges are generally not refundable for preference-based returns unless required by applicable law.
REFUND PROCESSING TIME
When will I receive my refund?
After an approved return arrives at the designated return location, the product may be inspected.
Once the return has been received, reviewed, and approved:
Refunds are generally initiated within
5–10 Business Days
Refunds are normally sent back to the original payment method.
Please remember:
Your bank, card issuer, or payment provider may need additional time before the refund appears in your account.
REFUND METHOD
Approved refunds are normally processed through the original payment method used for the order.
If the original payment method cannot receive the refund, our support team will work with the applicable payment provider to determine an appropriate solution where available.
PRODUCT EXCHANGES
Can I exchange an item?
If a direct exchange cannot be completed, we may recommend processing an approved return and placing a new order for the desired product.
ORDER CANCELLATION
Need to cancel an order?
Please contact us as soon as possible after placing your order.
We will make reasonable efforts to cancel orders before fulfillment begins.
However, cancellation cannot always be guaranteed once an order has entered:
Processing
Fulfillment
Shipment preparation
Dispatch
A successfully canceled order before fulfillment will not include a cancellation fee.
RETURN & REFUND SUPPORT
Need help with a return, exchange, refund, cancellation, or order issue?
Our customer support team is available to assist.
📧 Customer Support Email
service@soleovo.com
☎️ Customer Service Phone
+86 132 4905 4848
🕒 Customer Service Hours
8:00 AM – 10:00 PM
soleovo™ BUSINESS INFORMATION
Room B632, Huazhong University of Science and Technology Shenzhen Industry-University-Research Base Building, No. 9 Yuexing 3rd Road, Gaoxinqu Community, Yuehai Subdistrict, Nanshan District, Shenzhen City