Refund policy

At Solo, we’re committed to providing you with high-quality candles and home fragrances. We understand that sometimes a return is necessary, and we aim to make the process as smooth as possible. Please review our return policy below to ensure a seamless return experience. 

RETURN WINDOW

You may initiate a return request within 7-days of receiving your order. Returns requested after this period will not be accepted. Please ensure that your return request is submitted within this timeframe to be eligible for a refund or exchange.

ELIGIBILITY
To be eligible for a return, the following conditions must be met:

  • The item must be in its original condition and packaging.
  • The item must be unused and in the same condition that you received it.
  • The item must be returned with all original tags and packaging.

HOW TO INITIATE A RETURN
To initiate a return, please follow these steps:

  1. Contact our Customer Service team at help@solo.com.ng within 7-days of receiving your order. Include your order number, the item(s) you wish to return, and a brief explanation on the reason for the return.
  2. Our team will provide you with instructions on how to proceed. Please do not send your item(s) back before doing this.

RETURN SHIPPING
The cost of return shipping is the responsibility of the customer, unless the return is due to a mistake on our part (e.g., incorrect or damaged items). Please note that you are responsible for the returned items until we confirm we received the item. We advise you to use a trackable shipping service.

REFUNDS AND EXCHANGES
Once we receive and inspect the returned item(s), we will process your refund or exchange only if it conforms with our eligibility conditions. Please allow up to 7 business days for the refund to appear on your original payment method. If you are requesting an exchange, the replacement item will be shipped once the returned item has been received and inspected.

NON-RETURNABLE ITEMS
Certain items are non-returnable, including:

  • Personalised or custom items.
  • Items purchased from third-party retailers or marketplaces.
  • Sale or discounted items marked as final sale.


CONTACT US
If you have any questions or need assistance with your return, please contact our Customer Service team at help@solo.com.ng. We’re here to help and ensure that your experience with Solo is as pleasant as possible.

Thank you for shopping with Solo!