Solio Plus Return & Refund Policy

1. Introduction

At Solio Plus, we are proud to create garments that are not only stylish, but also carefully tailored to each customer’s unique measurements and preferences. Because bespoke clothing is individually crafted, our policies around refunds and returns are different from those for standard, ready-made goods.

This policy sets out in clear terms how we manage:

• Alterations and adjustments

• Returns and refunds (for bespoke and standard products)

• Measurement guarantees

• Consumer rights under EU law

• Shipping and return responsibilities

• EU consumer law references (CRD exemptions)

• Timelines for processing requests

• Legal Disclaimer

Our aim is to handle every request fairly, reasonably, and in line with European Union consumer protection legislation

2. Alterations and Adjustments

At Solio Plus, all garments are individually crafted to the exact specifications and measurements provided at the time of order. As such, we do not ordinarily offer alterations or adjustments on bespoke or customised items once delivered.

We will only consider alterations or adjustments in the following limited circumstances:

1. Where Solio Plus has made an error in production resulting in a garment size that does not correspond with the measurements or specifications confirmed in your order invoice.

2. Where Solio Plus has delivered an item different from the garment or order described in your order invoice.

In these situations, we will, at our sole discretion, provide the necessary alteration, adjustment, or other corrective action to resolve the issue.

If the garment has been produced in accordance with the measurements and specifications you supplied, Solio Plus cannot accept responsibility for any fitting issues that arise. In such cases, we recommend engaging a local professional tailor for adjustments at your own cost. Solio Plus will not be liable for:

1. Inaccurate, incomplete, or incorrect measurements provided by the customer;

2. Style or fit preferences changing after delivery;

3. Body changes occurring after the order (e.g., weight fluctuation).

4. Preference changes (e.g., deciding after delivery that you prefer a slimmer or looser cut

3. Returns and Refunds

a. Custom-Made Products

• General rule: Bespoke garments are non-returnable and non-refundable, as they are made specifically to your body and cannot be resold.

• Exceptions:

  • Manufacturing defects (e.g., faulty stitching, incorrect fabric).

  • Garment does not match the confirmed specifications (e.g., wrong colour, lining, or style).

  • EU consumer rights relating to goods not conforming to contract apply (see Section 6).

In these cases, Solio Plus will either:

1. Arrange alterations at our cost;

2. Provide a remake; or

3. Offer a refund, depending on what is most appropriate.

b. Standard / Non-Customised Products

For ready-made or non-customised items purchased from Solio Plus:

• Return Window: You may request a return within 14 days of delivery in accordance with the EU Consumer Rights Directive (2011/83/EU).

• Condition: Items must be unused, unaltered, and returned in their original condition and packaging.

• Refund Process:

  1. Contact our customer service to request a Return Authorisation.

  2. Ship the item back to the return address provided.

  3. Once inspected and approved, we will issue a refund to your original payment method within 7–10 business days.

c. Non-Returnable Situations

• Bespoke garments correctly made to provided specifications.

• Items damaged due to misuse, negligence, or improper care.

• Garments altered by a third party without prior approval.

4. Measurement Guarantee

a. Accuracy Assurance

We take the greatest care to ensure each garment is crafted to the measurements you provide. If your suit differs significantly from those measurements, we will take corrective action either through alterations or, where necessary, a full remake.

b. Customer Responsibility

Accurate body measurements are key to a perfect fit. While we provide detailed measurement guides, we strongly recommend that measurements be taken by a professional tailor. Solio Plus cannot be held responsible for errors arising from inaccurate or incomplete measurements provided by the client.

1. Shipping and Return Responsibilities

• Returns or remakes: Customers are generally responsible for return shipping, unless the issue is due to a confirmed manufacturing defect or error by Solio Plus.

• Customs duties: If applicable, duties or taxes incurred for international returns remain the responsibility of the customer

6. EU Consumer Rights

We fully respect consumer rights set out in EU law, including:

• Right to return standard (non-customised) goods within 14 days without giving any reason.

• Right to receive goods that conform to the agreed contract. If an item is defective or not as described, customers are entitled to remedies such as repair, replacement, or refund.

• Exemption for bespoke goods: Under Article 16(c) of the EU Consumer Rights Directive, custom-made products are exempt from the standard right of withdrawal

1. Processing Timelines

• Acknowledgement of requests: Within 3 working days.

• Alteration credit approval: Within 5 working days.

• Refund processing (for eligible cases): Within 7–10 business days of receipt and inspection.

• Remake timeline: Typically 4–6 weeks, depending on fabric availability and tailoring schedule.

8. Legal Disclaimer

Mock-up images and reference pictures are provided solely for illustrative purposes to demonstrate the approximate effect of our products. The final product you receive may vary in appearance due to material, craftsmanship, or design specifications by the Customer. All returns, refunds, and alterations are subject to our official policy, and evaluation will be based on the actual product supplied, not on reference images

9. Contact Information

For any alteration, return, refund, or remake requests, please contact our customer service team:

Email: customerservices@solioplus.com
Website: https://solioplus.com