Return & Refund Policy

This policy is operated by SHI HENG (HONG KONG) CO., LIMITED (trading as Solohour). By placing an order with us, you agree to the terms set out below.

Return Window

We have a 7-day return policy for eligible items, which means you have 7 days after receiving your item to request a return. Returns requested after this window will not be accepted.

Return Eligibility

To be eligible for a return, your item must meet all of the following conditions:

• In the same condition as received — unused, uninstalled, and free of wear or damage

• Returned in its original packaging with all accessories included

• Accompanied by proof of purchase

• Return request submitted within 7 days of delivery

• Return approved by Solohour before the item is shipped back

Returns sent back without prior approval will not be accepted.

How to Start a Return

Contact us at solohour.id@gmail.com with your order number and reason for return. Once your return is approved, we will provide instructions and a return address. Do not ship items back before receiving approval.

Non-Returnable Items

The following items cannot be returned under any circumstances:

• Made-to-order, customized, or personalized products — once production has commenced

• Items that have been installed, used, or show signs of wear

• Sale or discounted items

• Gift cards

• Items returned without prior authorization

• Items returned after the 7-day return window

If you are unsure whether your item is eligible for return, contact us before sending anything back.

Made-to-Order Products

The majority of Solohour products are made to order — manufactured specifically after your order is placed. Please note:

• Made-to-order products cannot be returned or refunded once production has commenced, except in the case of a manufacturing defect or damage caused by us.

• Cancellations are only accepted before production has begun. Contact us immediately at solohour.id@gmail.com with your order number to request a cancellation.

• Made-to-order products are custom-manufactured to your specific requirements and are exempt from standard return and refund policies once production has officially begun.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if:

• The item is defective or damaged

• You received the wrong item

Contact us at solohour.id@gmail.com within 7 days of delivery with your order number and clear photographs of the issue. We will evaluate and resolve the issue at no cost to you.

Return Shipping Costs

Unless the return is due to an error on our part (wrong item, defective item, or damaged on arrival), the customer is responsible for all return shipping costs. We will cover return shipping only where the fault is confirmed to be ours.

Fees and Deductions

For all eligible returns initiated for change of mind, fitment, or preference-based reasons:

• Return shipping costs are the customer's responsibility

• A restocking fee of 30% of the product price will be deducted from your refund

This fee covers payment processing costs, inspection, repackaging, and handling. No restocking fee will be applied where the return is due to our error or a confirmed defective product.

Exchanges

We do not process direct exchanges. The fastest way to get the item you want is to return your eligible item and, once the return is accepted, place a new separate order.

Refunds

We will notify you once we have received and inspected your return and confirm whether your refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, contact us at solohour.id@gmail.com.

Governing Law

This Return & Refund Policy is governed by the laws of Hong Kong, except where mandatory consumer protection laws in Indonesia (your country of residence) provide otherwise.

Contact

For all return and refund enquiries:

SHI HENG (HONG KONG) CO., LIMITED (trading as Solohour)

Contact Email: solohour.id@gmail.com