Last updated: 7 September 2026
At SOLNOX we want you to be satisfied with every order. This policy explains when you may cancel an order, when you may return a Product, and how refunds are processed. It applies to all purchases made on solnox.one and forms part of our Terms of Service.
In short: you have 7 days from delivery to return an unused, unopened Product with its seal and packaging intact. Items that arrive damaged, incorrect or incomplete are always covered, whether or not the seal is intact.
1. Cancelling an Order
Before dispatch
You may cancel an order free of charge at any time before it is dispatched. Email Contact@solnox.in or WhatsApp +91 89992 06607 with your order number as soon as possible. Once cancelled, the full amount including shipping is refunded to your original payment method.
After dispatch
Once a shipment has left our facility it cannot be recalled. You may either refuse delivery when the courier arrives, or accept the parcel and raise a return request under Section 2. Where a prepaid order is refused at the door and returned to us, we will refund the Product value; the original shipping charge is non-refundable.
2. Return Eligibility
A Product may be returned if all of the following apply:
- the return request is raised within 7 days of delivery;
- the Product is unused, unwashed and unopened, with the manufacturer's seal, shrink-wrap or safety cap fully intact;
- the Product is in its original packaging with all tags, labels, inserts, free gifts and accessories included;
- the original invoice or order confirmation can be produced.
Returns that reach us used, opened, damaged by the customer, or missing components may be rejected and sent back to you at your cost.
3. Items That Cannot Be Returned
For reasons of hygiene, safety and product integrity, the following are not eligible for change-of-mind returns once the seal is broken or the item has been used:
- Personal care, skincare, cosmetic and grooming products — including balms, ointments, oils, creams and lotions
- Baby care products, including wipes, diapers and feeding accessories
- Health, wellness, nutrition and consumable items
- Innerwear, hosiery and any item worn in direct contact with the body
- Products marked “Final Sale”, “Non-returnable” or “Clearance” on the product page
- Gift cards and digital vouchers
- Items returned without original packaging, tags or invoice
- Products that have passed their printed expiry or best-before date while in your possession
This exclusion does not apply where the item is damaged, defective, expired on arrival, or is not what you ordered. Those cases are covered by Section 4.
4. Damaged, Defective, Wrong or Missing Items
If your order arrives damaged, defective, incorrect or incomplete, we will replace it or refund it in full at your choice — including all shipping costs. This applies regardless of whether the seal is intact.
Please report the issue within 48 hours of delivery and include:
- your order number;
- clear photographs of the Product, the damage or defect, and the shipping label;
- a photograph of the outer packaging;
- where available, an unboxing video — this greatly speeds up claims for missing or tampered items.
We recommend recording a continuous unboxing video for every order. It is not mandatory, but without it claims for missing items may take longer to verify with our courier partner.
5. How to Raise a Return or Refund Request
- Email Contact@solnox.in with the subject line “Return Request – [Your Order Number]”, or Whatsapp +91 89992 06607.
- Include your order number, the item(s) concerned, the reason for return, and supporting photographs where applicable.
- We will respond within 2 business days confirming whether the return is approved and how to send the item back.
- Where a reverse pickup is available at your PIN code, we will arrange it. Otherwise we will share a return address for self-shipping.
- Please do not ship any item back before receiving written approval. Unauthorised returns cannot be traced and may not be refunded.
6. Who Pays Return Shipping
- Our error (damaged, defective, wrong or missing item) — we bear the full cost of return and replacement shipping, and refund your original shipping charge.
- Change of mind — return shipping is borne by you. Where we arrange a reverse pickup, the pickup fee is deducted from your refund. The original outbound shipping charge is non-refundable.
If you self-ship a return, please use a trackable service and share the tracking number with us. We cannot process a refund for a return we never receive.
7. Refund Processing and Timelines
Once your return reaches us it undergoes a quality check, normally completed within 2 to 3 business days of receipt. You will be notified of the outcome by email.
| Original payment method | Refund method | Time after approval |
|---|---|---|
| Credit / debit card | Same card | 5 – 7 business days |
| UPI | Same UPI ID | 3 – 5 business days |
| Net banking / wallet | Same account or wallet | 5 – 7 business days |
| Cash on Delivery | Bank transfer (NEFT / UPI) | 5 – 7 business days |
Timelines above run from the date we approve the refund. Your bank or card issuer may take a further 2 to 3 business days to reflect the credit on your statement, which is outside our control.
For Cash on Delivery orders we will ask you for the account holder's name, account number and IFSC code, or a UPI ID. We use these details only to process your refund.
8. Replacements and Exchanges
Where stock permits, we are happy to send a replacement of the same Product instead of a refund. If the item is out of stock, we will offer you an alternative of equal value or issue a full refund. We do not currently offer exchanges for a different Product or variant — please return the original item and place a fresh order.
9. Partially Returned Orders and Discounts
If your order used a discount code or qualified for free shipping based on order value, and a partial return brings the order below the qualifying threshold, the value of the discount or shipping benefit will be adjusted against your refund.
10. International Orders
Returns from outside India are accepted under the same 7-day condition, but return shipping, customs duties and clearance charges are borne by the customer and are not refundable. Customs duties and import taxes already paid to your local authority cannot be refunded by us — please contact your local customs office regarding any refund of those charges.
11. Late or Missing Refunds
If you have not received an approved refund within the timelines above, please first check with your bank or card issuer, as processing delays are common. If it still has not appeared, contact us at Contact@solnox.in with your order number and we will trace it with our payment gateway and share the reference number with you.
12. Contact Us
SOLNOX (Sole Proprietorship)
SOLNOX, Lane no 2, Viman Nagar, Pune - 411014 , India
Email: Contact@solnox.in
WhatsApp: +91 89992 06607
Hours: Monday to Saturday, 10:00 – 18:00 IST