Refund policy

At El SOL, we carefully inspect and document products before they are shipped to customers.

Because our products are inspected before shipment, we accept returns only in specific circumstances described below.

1. Returns Due to Damage or Defect

A return may be accepted when a product arrives damaged or has a defect that was caused by an issue attributable to El SOL before shipment.

Examples may include:

  • The wrong product was sent by El SOL

  • The product was damaged before shipment

  • A significant defect existed before the product was shipped

  • The product does not materially correspond to the product ordered due to an error by El SOL

2. Products We Do Not Accept for Return

We generally do not accept returns for:

  • Change of mind

  • Wrong size selected by the customer

  • Customer no longer wanting the product

  • Personal preference

  • Minor differences in color caused by screen settings

  • Damage caused by the customer

  • Damage caused by misuse, improper handling, or normal wear and tear

  • Products that have been altered, used, washed, damaged, or otherwise changed after delivery

  • Products returned without contacting El SOL first

3. Inspection Before Shipping

El SOL may photograph or record products before shipping to document their condition.

Where applicable, customers may receive an image of their product before it is shipped.

This process helps us verify the condition of the product before it leaves our possession.

4. Reporting a Problem

If you receive a product that appears damaged or defective, please contact El SOL as soon as possible after delivery.

Contact:

Phone: +961 03 694 966
Email: sales@mrselsol.com

Please provide:

  • Your order information

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the packaging where relevant

  • Video evidence where reasonably necessary to demonstrate the issue

5. Return Authorization

Do not send a product back without contacting El SOL first.

After reviewing the information provided, we will determine whether the issue qualifies for a return under this policy and provide the customer with instructions if a return is approved.

6. Refunds

If a return is approved because the product was damaged or defective due to an issue attributable to El SOL, we will work with the customer to provide an appropriate resolution.

Depending on the circumstances and available payment method, the resolution may include:

  • Replacement of the product, where available; or

  • Refund of the applicable product amount

The timing of a refund may depend on the payment method used and the relevant payment provider.

7. Delivery Fees

Where El SOL is responsible for the issue and a return is approved, we will communicate with the customer regarding any applicable return or delivery costs before proceeding.

8. Final Decision

Each return request will be reviewed individually based on the condition of the product, the information provided by the customer, and our records regarding the product before shipment.

9. Contact Us

For return requests or product issues:

El SOL
Email: sales@mrselsol.com
Phone: +961 03 694 966