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Returns, Exchanges & Refunds Policy
You purchased from us and we owe it to you to satisfy your needs!
If you are not satisfied for any reason, please let us know at hello@solleluna.co.bw or call +267 393 6604 / 77 099 996 and we will arrange to collect from you for free. Submitting your return(s) is made easy and fast with our online store, please submit your return @ https://solleluna.returnscenter.com/
- You may return items within 30 days from date you received your order
- Items must be in their original packaging
- Items should be unused, unworn, unwashed and undamaged
- For hygiene reasons, beauty products, underwear and pierced jewelry (earrings) cannot be returned.
- Any defective items should be reported within 48 hours of receipt.
- Please send your original Order Acceptance Note with your return request for return authorization
- You may exchange only if the conditions under Returns above are fully satisfied
- You may exchange for the same or different items and/ or styles within or outside your returns value
- Refunds will be made only if the conditions under Returns above are fully satisfied.
- For Credit/ Debit card payments; refunds are via direct refund to the original card used to pay for the order. IMPORTANT NOTE: Please further note, for bank card refunds, you will forfeit 3.9% of your total refund value as this initial charge paid to Direct Pay Online (DPO) for processing your bank card cannot be refunded. However, we will grant 100% of refund value in cases where returns are due to fault by our store delivering incorrect or faulty orders.
- Bank card crediting and bank transfer are subject to relevant bank processes and transfer duration depends on the subject bank, kindly allow up to +7 days for the funds to show on your end.
- For EFT/ Bank transfer; refunds are via a bank transfer.
- For Gift Card payments; refunds are directly made to the original gift card(s) used to pay for the order.
- Please note we do not offer cash refunds.
- We are unable to refund cost of shipping any returned items except for faulty products and/or incorrectly dispatched orders on our part.
- We promise to offer only quality products sourced carefully from reputable suppliers.
- We provide high quality images for each product which you can zoom for your viewing pleasure.
- We provide product specifications, kindly pay attention to the size, material and colour descriptions provided to ensure you choose the right product before you place your order
- To build your purchase confidence before you order, checkout product reviews on each item to view what others are saying about the product itself
- You can arrange with our customer service to view items prior to placing your order
- We offer easily accessible customer service
- You may contact us at hello@solleluna.co.bw or call +267 393 6604 / 77 099 996 to arrange to view the items prior to placing your order.