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PURCHASES AND RETURNS

 

Changes or returns are not accepted for causes not attributable to Thesoleuniverse: size changes (for this Thesoleuniverse gives all the information and instructions on measurements to the client), error of the client when placing the order or change of opinion of the client, as well as customer perception regarding colors or sizes.

Returns are not accepted unless the product arrives in broken condition. In this case, you must contact us at the following 24 hours upon receipt of the order with info@thesoleuniverse.com, indicating the defect or defect of the product (attaching images of said defect or defect), along with your personal data and order number. Thesoleuniverse reserves the right to reject returns reported outside the stipulated period of 24 hours.

Thesoleuniverse will be responsible for all shipping costs and the subsequent delivery of the new product / s, provided that once they are examined, the existence of defects or defects in them is confirmed. The return or replacement of the item will be made as soon as possible and depending on the availability of stock. In the event that this product is out of stock, Thesoleuniverse will send you a purchase voucher for the value of the defective product and will refund the shipping amount in the event that you paid it. In the case of purchases over € 30 there is no place to refund the shipping costs since Thesoleuniverse took care of the shipping.

Returns for factory defects or within warranty

The User may return Thesoleuniverse at no cost. any product purchased on the Website and that presents a defect that: (i) makes it inappropriate for the use for which it is normally intended, (ii) reduces its quality or the possibility of its use, or (iii) does not offer security that due to its nature it is normally expected of it and its reasonable use, and that they are within the warranty period.

Taking into account the origin of the contracted products, the User will have a period of one month, from the date they receive the products, to inform Thesoleuniverse about their dissatisfaction with them. Thesoleuniverse will not be responsible in the event that this period is exceeded.

The return of products that present factory defects will not have any additional cost for the User.

To formalize the return, the User must contact Thesoleuniverse within the period of one month, through the following email: info@thesoleuniverse.com identifying the product or products subject to the return, attaching a photograph or video where show the defects and a detailed report of the defects found in them.

Once Thesoleuniverse receives the documentation and evidence from the User, it will inform you within 3 to 5 business days whether or not to proceed with the return of the product.

In the event that the return proceeds, Thesoleuniverse will indicate to the User the way of delivery or shipment of the defective product to its offices / warehouses.

Once the product is received and defects are evaluated, Thesoleuniverse will give the User the possibility of exchanging the product for another with the same characteristics, unless this option is objectively impossible or disproportionate for Thesoleuniverse.

In the event that due to lack of inventory it is not possible to proceed with the shipment of another product with the same characteristics, the User may choose to terminate the contract (that is, return the amounts paid) or request the shipment of another model that he voluntarily chooses.

 

The delivery of the product with the same characteristics or the new model chosen by the User, as appropriate, will be made within a period of 7 to 15 business days, from the date that Thesoleuniverse confirms with the User the change of the defective product or shipping the new model.

The change, the shipment of a new model or the termination of the contract, will not imply additional costs for the User.

If the User terminates the contract, Thesoleuniverse will refund the full value of the amount paid to the User for the purchase of the defective product (including shipping costs). The refund will be made with the same payment method of your order.

Thesoleuniverse informs Users that the term for the return of the amounts paid will depend on the payment method used by the User when purchasing the product:

  • If the User made the payment by credit / debit card, Thesoleuniverse will reimburse the amount paid within 14 business days, from the moment the User has decided to terminate the contract.

Product Exchange Policy

Thesoleuniverse does not admit the change between a product purchased by the User for another product that is offered on the Website. In case the User wants to make the change of a product, he must exercise his right of withdrawal on it, and, subsequently, buy the new product he wants.

IMPORTANT: The product must be returned in perfect condition, without having been used and with the original packaging, garments that are dirty or give off odor will not be accepted either.