Returns & Complaints

Return Policy

We are sorry that you want to return the product, but of course it is not a problem. You have 14 days to return the product without giving reasons, starting on the day of receipt. The product can only be returned if it meets the conditions and procedure below.

Return conditions

Return products will only be accepted within the 14-day return period.

Products returned must not have been opened or used.

Food may not be returned due to food safety concerns. The product must be returned in its original packaging undamaged.

Insufficient or unstamped returns will not be accepted by us.

Quality and / or product defects must be reported within 14 days after delivery with description and picture to info@soolong.nl.

If our return conditions are not met, we reserve the right to return the shipment and charge you for the shipping costs.

Returning your order

1. Contact Soolong Customer Service at info@soolong.nl to register your return. Clearly state your order number, your name, the products you wish to return and the reason for the return.

2. Put the product to be returned and the return form in the original packaging. If they are fragile products, please pack them carefully.

3. Drop off your return at a DHL point and keep the shipping receipt.

4. You will receive an email confirmation when your return has been processed. Within 14 days you will receive the purchase price on your account.

If you wish to return your order by other means, the cost will be at your expense.

Return costs

Returns within the Netherlands are free. However, charges may apply in foreign countries. For more information contact us at info@soolong.nl.

Order not available

We carefully monitor our online assortment. Unfortunately, in exceptional cases it may happen that during the processing of the order it turns out that a product is no longer in stock. If an item is not available, we will notify you and will refund the amount paid within 14 days and adjust your invoice.

Complaints

We strive for high quality in all our products. If you are not completely satisfied with our products or service, please let us know at info@soolong.nl.
Clearly state:

• The order number
• The product number
• Description + photo of the complaint

We will do our best to handle your complaint to your satisfaction.