Return and Refund Policy

Sol De Oro

NOTE: WE DO NOT OFFER FREE RETURNS — A FEE WILL APPLY.

Returns

Can I return my order?

Yes, it is possible.

If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt.

To do this, the order must meet the following conditions:

• The order must include all corresponding parts and components, and the packaging must be in the same condition as when it was received.
• The product may only show signs of handling necessary to check its nature, characteristics, and functioning. Damage caused by improper use or handling is excluded.
• Products for which hygiene is important must be properly cleaned before initiating the return process.
• If you receive a product that does not significantly match what was advertised, you must notify us immediately upon receipt.
• We reserve the right to pass on the shipping costs of the return to the customer.
• The return will be processed within 7 business days and, if all conditions are met, will be approved within that period.
• We reserve the right to refuse returns if we suspect that the items have been used or damaged for reasons beyond our responsibility.

How do I return my order?

If your order meets the above conditions, please follow these steps to initiate the return process:

Send an email to: soporte.soldeoro@gmail.com

Ensure the email includes the following information:

• Order number.
• Reason for the return request.
• Photo of the product (in case of damage).
• Customer's full name.
• Customer's address.

Once your request is received, we will contact you to provide the return address.

Never send the return to the sender's address, as we will only accept returns sent to the address provided by our customer service.

Return shipping costs will be borne by the customer.

The consumer has the right to withdraw from the purchase in accordance with the following conditions, provided they are an individual acting for purposes unrelated to their commercial, business, trade, or professional activity.

A. CANCELLATION CONDITIONS

Right of withdrawal

The period to exercise the right of withdrawal is 14 days from the day on which the customer, or a third party designated by them who is not the carrier, received the last item of the order.

As we work with a fully automated system, orders begin processing immediately after being placed.

For this reason, it is not possible to stop the preparation or shipping process once started, and a refund can only be issued once the returned items are received.

To exercise your right of withdrawal, you must inform us (soporte.soldeoro@gmail.com) by means of a clear statement (e.g., by email) of your decision to withdraw from the contract.

Withdrawal will be considered complete once we have received the goods.

Return costs will be borne by the buyer.

Orders in transit

We work with different logistics centers and distribution partners, so delivery times may vary depending on product availability and the carrier responsible for shipping.

If the order is already in transit, it will not be possible to cancel the shipment.

In that case, please wait to receive the order and, if desired, initiate the return process in accordance with this policy.

However, you can inform us in advance of your intention to cancel the order.

To expedite the return process, we would appreciate it if you could send us proof of return shipment.

Consequences of withdrawal

If you withdraw from this contract, we will refund all payments received, except for shipping costs (excluding additional costs resulting from choosing a delivery method other than the cheapest standard delivery offered by us), without undue delay and, at the latest, within 14 days from receipt of the withdrawal notification and the returned goods.

The refund will be issued using the same payment method used for the original transaction, unless expressly agreed otherwise.

In no case will additional fees be charged for the refund.

Return address

Once the return request is approved, we will contact you to provide the address to which you should send the item.

Never send the return to the sender's address or any other address without prior authorization, as returns will only be accepted at the address indicated by our customer service.

Return shipping costs will be borne by the customer.