Returns & Exchanges

Return, Refund, and Exchange Policy

Not completely satisfied with your order, or experiencing an issue with an item? At Sólido México, our customer support team is here to help.

Return requests must be made within 30 days of receiving your order.

To request a return, exchange, or report an issue, please contact us at:

📧 support@solidomexico.com

Please contact us before returning any item. Returns sent without prior authorization may not be accepted or processed.

1. Returns and Requirements

Return Requirements

For an item to be eligible for a standard return:

The request must be made within 30 days of delivery
The item must be unused, unwashed, and in its original condition
All original packaging, tags, accessories, and included items must be present
The item must not show signs of use, alterations, washing, or damage caused after delivery
The return must be authorized by our customer support team before being shipped

Items that do not meet these conditions may be rejected or may not be eligible for a refund.

Non-Returnable Items

For hygiene, safety, or promotional reasons, the following items generally cannot be returned or exchanged:

Swimwear
Jewelry
Underwear and intimate apparel
Items marked as Final Sale
Additional items with special discounts or promotional offers where the non-return condition is clearly indicated at the time of purchase
Items that have been worn, washed, altered, or damaged after delivery

If a non-returnable item arrives damaged, defective, or incorrect, you may contact our customer support team for us to review the case and determine an appropriate solution.

2. How to Make a Return

Step 1: Contact Us

Email support@solidomexico.com before returning any item.

Please include:

Your order number
The item you wish to return
The reason for the return
Photographs when necessary to help us review your request

Do not send the item before receiving our authorization and return instructions.

Step 2: Receive Return Instructions

If your request is approved, our team will provide you with the corresponding instructions and, when necessary, a return form.

Our designated return center may be located in Hong Kong or mainland China, depending on the product and order.

The authorized return address may differ from the address on the original package.

Do not return the item to the original sender's address unless our team specifically instructs you to do so.

Step 3: Ship Your Return

For standard returns due to personal preference, size, fit, color, change of mind, or other reasons not related to an order error:

The customer is responsible for arranging and paying for return shipping
A trackable shipping service must be used
Any taxes, customs duties, handling fees, or similar costs applicable to the return must be prepaid by the customer
The item must be properly packaged to prevent damage during transit
The return form must be included when requested
Proof of shipment and tracking number must be kept until the return has been processed

We do not provide prepaid return labels for standard returns.

We cannot guarantee receipt of packages sent without tracking and are not responsible for return packages lost in transit when the shipping service has been contracted directly by the customer.

Return shipping costs and other independently incurred costs are generally non-refundable.

Step 4: Inspection and Processing

Once an authorized return arrives at our return center, it will be inspected.

If the return is approved after inspection, the corresponding refund will normally be processed to the original payment method within up to 7 business days.

Your bank, card issuer, or payment provider may require additional time to reflect the transaction.

Returned items that are used, washed, altered, incomplete, damaged, or do not meet the approved conditions may be rejected or receive an adjusted refund depending on their condition.

Original shipping costs and additional delivery services are generally non-refundable.

3. Damaged, Defective, Incorrect Items, or Quality Issues

If your item arrives damaged, defective, incorrect, or you believe there is a significant issue with the material or quality, please contact us as soon as possible after receiving your order.

To receive assistance more quickly, we recommend reporting the issue within 48 hours of discovering it.

Please include:

Your order number
A clear description of the problem
Clear photographs of the entire item and the affected area
A short video when reasonably necessary to demonstrate the problem
A photograph of the shipping label or packaging if you received an incorrect item

We may request additional photographs or information when reasonably necessary to review the case.

Do not return, dispose of, alter, wash, repair, or modify the item before our team has reviewed the issue.

How We Resolve Product Issues

Each case is reviewed individually based on the information provided, the nature of the issue, and the circumstances of the order.

Once the case has been reviewed, our team will determine the most appropriate solution.

Depending on the circumstances, the solution may include:

Replacement of the affected item
Exchange when appropriate
A refund adjustment
Another suitable solution depending on the circumstances

A return is not automatically necessary in cases of damaged, defective, incorrect items, or issues with material or quality.

Please await our instructions before sending any items.

Return Shipments for Product Issues

Do not return a damaged, defective, incorrect item, or an item with quality issues on your own unless our customer support team specifically instructs you to do so.

If a return is necessary, our team will provide the corresponding instructions and explain the shipping conditions applicable to the case.

A prepaid return label is not automatically provided for every product-related issue or claim.

Return shipping costs or other costs incurred without our prior authorization will not be eligible for reimbursement.

4. What May Not Be Considered a Defect

Some characteristics may occur naturally or as a result of photography, manufacturing, packaging, or transportation and do not necessarily indicate that a product is defective.

These may include:

Small color differences caused by lighting, photography, or screen settings
Small variations in measurements due to manual measurement
Natural variations in texture, pattern, finish, or appearance
Minor wrinkles or temporary deformations caused by packaging or transportation
Small variations in finish that do not significantly affect the appearance or normal use of the item
Normal wear and tear from use
Damage caused by improper use, accidents, incorrect care, incorrect washing, alterations, or failure to follow available care instructions

Each claim will be evaluated individually based on the nature and scope of the reported issue.

5. Sizing, Fit, and Exchanges

Customers are responsible for reviewing the product description and available sizing information before placing an order.

If the correct item and size selected at the time of purchase were delivered, but the product does not fit as expected, this will generally be treated as a standard return or exchange, and not as a product defect.

In these cases, standard return conditions and applicable shipping costs will apply.

If you received a different size than what appears on your order confirmation, please contact us to report it as an incorrect item.

Exchanges

Exchange requests must be made within the corresponding return period and are subject to availability.

For exchanges due to personal preference, size, fit, or color, additional shipping costs may apply.

If the exchange is related to an incorrect item or a verified product issue, our team will review the case and provide the corresponding instructions.

6. Order Changes and Cancellations

Orders are processed quickly after purchase. Please contact us as soon as possible if you wish to request a change or cancellation.

Before processing begins: We will do our best to make the change or cancellation.
Once processing has started: The order can no longer be canceled, but certain changes, such as size or color, may still be possible depending on the preparation status.
Once shipped: The order can no longer be modified or canceled.

A cancellation or modification is only considered confirmed when you receive confirmation from our customer support team.

Additional Items and Special Offers

On some occasions, customers may receive the option to add an additional item or take advantage of a special offer during or after completing their purchase.

These offers are optional and require customer confirmation before being added to the order. Once confirmed, the additional purchase is considered an authorized purchase and becomes part of the order.

The price and corresponding discount are displayed before confirmation. By accepting the offer, the customer confirms their selection and accepts the purchase.

Confirmed additional items are subject to the same processing, cancellation, and return conditions as other items in the order, including any promotional or Final Sale conditions displayed at the time of accepting the offer.

Once processing has started, the additional item can no longer be canceled, although certain product, size, or color changes may still be possible before shipment.

If you believe an additional item was added by mistake, please contact us as soon as possible so we can review the order and assist you.

7. International Returns and Shipping Responsibility

Our designated return center may be located outside of Mexico, including Hong Kong or mainland China.

For this reason, the cost of an international return may be higher than that of a domestic shipment.

For standard returns arranged by the customer:

The customer is responsible for the cost of return shipping
A trackable shipping method is required
All duties, taxes, customs fees, handling charges, or other costs applicable to the return must be prepaid by the customer
Unauthorized returns with cash on delivery (COD) will not be accepted
Independently contracted shipping costs will not be refunded unless previously authorized

Always contact us before sending a return to receive the correct address and corresponding instructions.

8. Rejected, Unclaimed, or Undeliverable Packages

The customer is responsible for providing a complete and correct shipping address, as well as cooperating with reasonable carrier, delivery, or customs requirements.

A package may be undelivered or returned due to:

Incorrect or incomplete address
Refusal of delivery
Failure to pick up the package
Multiple unsuccessful delivery attempts
Failure to respond to the carrier
Failure to comply with necessary delivery or customs procedures

A rejected, unclaimed, or undeliverable package is not automatically considered an approved return or cancellation.

If the package returns to our facility and is successfully received, our team will review the circumstances and determine the next steps.

Additional shipping, handling, return, or reshipment costs may apply when the delivery issue is a consequence of information provided or actions taken by the customer.

9. Delivery Delays

The delivery times provided are estimates and may occasionally be affected by circumstances beyond our direct control, including:

Customs processing
Carrier delays
Weather conditions
Peak demand periods
Disruptions in local delivery services
Remote locations
Other logistical or transportation circumstances

If your order experiences an unusual delay, please contact our team so we can review the tracking information and assist you.

A shipping delay does not automatically mean the package is lost.

10. Refund Processing

When a refund or refund adjustment is approved, it will be processed using the original payment method.

After Sólido México processes the refund, your bank, card issuer, or payment provider may need additional time to reflect it in your account.

Original shipping costs, express delivery services, international return shipping, customs fees, and other independently incurred expenses are generally non-refundable.

11. Misuse of Returns and Claims

We reserve the right to review requests for return, replacement, exchange, or refund when there are reasonable indications of misuse or fraudulent activity.

This may include:

Returning an item different from the one purchased
Providing altered, incomplete, or misleading evidence
Falsely reporting an item as lost or incorrect
Intentionally damaging a product
Repeated misuse of our return, replacement, promotion, or refund processes

Claims reasonably determined to be fraudulent or abusive may be rejected.

We may also restrict future purchases or services in documented cases of repeated misuse of our policies.

12. Important Return Conditions

Remember:

Always contact us before returning an item
Returns must receive authorization before shipping
Our return address may be different from the original sender's address
Our return center may be located in Hong Kong or mainland China
The customer arranges and pays for shipping of standard returns
Tracking is required for customer-arranged returns
Applicable customs charges for returns must be paid in advance
A problem with a product does not automatically mean it must be returned
A prepaid return label is not automatically provided for product claims
Refunds and other solutions are determined after reviewing each request
An exception or courtesy solution offered for one order does not automatically apply to other orders

Contact

If you have any questions about a return, exchange, product issue, or your order, please contact our customer service team: