Return & Refund Policy

1. Right of Withdrawal (EU Customers)

In accordance with EU consumer protection law, you have the right to withdraw from your purchase within 14 days of receiving your order.

To initiate a return, please contact:
info@soleodecor.com

Returns must be approved before shipment. You will receive the designated return address after approval.

2. Handmade & Custom Pieces

All SoleoDecor items are handcrafted.

Standard handmade products may be returned within 14 days, provided they are:

  • Unused

  • Not installed

  • In original condition

  • Returned in original protective packaging

The right of withdrawal does not apply to:

  • Custom-made dimensions

  • Personalized finishes or modifications

  • Items produced according to specific customer requests

These items are non-refundable under EU Directive 2011/83/EU (Article 16).

3. Condition of Returned Goods

Due to the artisanal and high-value nature of our products:

  • Items must show no signs of use, installation, wear, or damage

  • Items must be carefully repacked to prevent transport damage

  • Returns must be shipped fully insured and trackable

We reserve the right to deduct compensation if returned goods show diminished value due to handling beyond what is necessary to establish nature, characteristics, and functioning.

4. Return Logistics

Our products are shipped from Morocco.

Depending on your location, we may:

  • Provide a local return address

  • Provide a European return center

  • Request return to our workshop in Morocco

Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Customs duties and import fees are non-refundable.

5. Refunds

Once received and inspected:

  • You will be notified of approval

  • Refunds are processed within 7–14 business days

  • Refund issued via original payment method

Original shipping costs are non-refundable unless the item was defective.

6. Damaged or Incorrect Items

Please notify us within 48 hours of delivery and provide clear photos of:

  • The product

  • The packaging

  • The shipping label

We will offer a replacement or refund where appropriate.