SOLEIL TECH CO., LTD Return and Exchange Policy

SOLEIL TECH CO., LTD (hereinafter referred to as "we"), as a UK-based menswear brand, strictly adheres to the EU Consumer Rights Directive and relevant UK consumer rights laws and regulations, providing you with a 14-day cooling-off period for returns and exchanges to protect your legal shopping rights. This policy applies to all menswear products purchased through our official website (soleilth.com), contact email (info@soleilth.com), and offline channels, clearly defining the conditions, procedures, and responsibilities for returns and exchanges, providing you with transparent and efficient after-sales support.

I. 14-Day Cooling-Off Period Return and Exchange Rights

You have the right to unilaterally terminate the purchase contract and apply for a return or exchange within 14 days of actually receiving the menswear product, without giving any reason. The 14-day cooling-off period is calculated from the day after receipt; if the cooling-off period expires on a weekend, a UK public holiday, or an EU public holiday, the period will be automatically extended to the next working day.

II. Core Conditions for Returns and Exchanges

(I) Return Conditions

1. Product Condition: The product must be in brand new, unused condition, free from wear, stains, damage, and odors. Garment tags and care labels must be intact, and original packaging (such as dust bags and boxes) and accessories (such as spare buttons and product instruction cards) must be complete.
2. Proof of Purchase: Original purchase proof is required, including order number, payment record, and invoice (if applicable) to verify order information and product ownership.
3. Shipping Costs: For returns not due to quality issues, you will be responsible for the return shipping costs. If the return is due to an error in our shipment or a quality problem with the product, we will cover the return shipping costs, and you can apply for reimbursement with the logistics receipt.
4. Special Notes: Normal slight pilling and wrinkles caused by the material characteristics of men's clothing fabrics (such as wool and silk) are not considered quality issues and require professional handling by you. These issues will not be eligible for return or exchange.

(II) Exchange Conditions

1. Basic Requirements: The return must meet the above return conditions, and you must clearly state your exchange needs (such as size adjustment or color change), and ensure that the required men's clothing model and specifications are in stock.
2. Shipping Costs: For exchanges not due to quality issues, you will be responsible for the round-trip shipping costs. For exchanges due to quality issues, we will cover both round-trip shipping costs, and the replaced product will be shipped according to the normal order process.
3. Category Restrictions: Exchanges are only supported for men's clothing products of the same style and series. Exchanges across styles or categories are not supported (e.g., exchanging a shirt for a jacket). If you need to exchange for a different style, you can apply for a return and place a new order.

(III) Quality Issue Identification

The following situations are considered product quality issues: Fabric defects such as tearing, loose threads, skipped stitches, or fraying; size significantly different from the product label (error exceeding ±2cm); color significantly different from the order details and product display page (not due to lighting or shooting angle); missing or damaged accessories (not due to human error). For quality issues, you need to provide clear photos or video evidence within 7 days of receiving the product so that we can verify and process it.

III. Return and Exchange Process

1. Application Initiation: You need to submit a return and exchange application via the contact email (info@soleilth.com) during the cooling-off period or after discovering a quality issue, indicating the order number, product name, size, reason for return/exchange, and contact information. For quality issues, please attach supporting photos/videos for quick review.
2. Review and Confirmation: We will complete the review within 3 business days of receiving your application. If approved, you will be notified by email of the return address, shipping details, and subsequent arrangements. If the review fails, we will explain the reasons and provide a solution.
3. Product Return: You must return the eligible product and relevant documentation to the designated address within 7 days of approval. Please indicate the order number and return/exchange application information when returning the product to avoid loss or inability to match the order. We recommend choosing a trackable shipping channel and retaining the tracking number.
4. Acceptance Processing: After receiving the returned product, we will complete the acceptance process within 5 business days, focusing on checking the product condition, tags, and the completeness of accessories. If the acceptance is satisfactory, a refund process will be initiated for returns, and a brand new product will be shipped for exchanges. If the acceptance is unsatisfactory, the product will be returned to you without processing a return or exchange, and the specific reasons for the non-compliance will be explained.
5. Refund Arrival: Refunds will be returned to your original payment method. The arrival time depends on the processing cycle of the payment platform and bank, generally 3-7 business days. Shipping costs incurred for returns due to quality issues will be reimbursed along with the purchase price.

IV. Exceptions and Data Protection

(I) Non-Refundable Items

1. Men's intimate apparel items (underwear, base layers, socks) without quality issues after opening;
2. Items that have been worn, washed, cut, altered, or have damaged tags or packaging without proof of damage not caused by the customer;
3. Products damaged due to force majeure (such as natural disasters, logistics accidents) or improper personal care;
4. Items where the 14-day cooling-off period has expired and there are no quality issues, or where proof of quality issues has not been provided within 7 days.

(II) Personal Data Protection

During the return and exchange process, the personal data we collect (name, contact information, address, order information, etc.) will only be used for processing returns and exchanges, verifying identity, arranging logistics and refunds, and will strictly comply with the EU General Data Protection Regulation (GDPR). We will take security measures such as encrypted storage and access control to protect data security and will not disclose it to unrelated third parties. After the return and exchange process is completed, the relevant data will be deleted or anonymized according to the "minimum necessary" principle, unless the law requires an extension of the storage period.

V. Policy Explanation and Dispute Resolution

1. Matters not covered in this policy shall be handled in accordance with the EU Consumer Rights Directive, the UK Sale of Goods Act, and relevant consumer protection regulations.
2. If you disagree with the return and exchange processing result, you can contact us via email to resolve the issue. If the negotiation fails, you have the right to file a complaint or seek legal recourse with the consumer protection agency or personal data protection regulator in the EU or the UK.

VI. Contact Us

SOLEIL TECH CO., LTD is committed to providing you with high-quality menswear products and after-sales support. Thank you for your understanding and support.