Refund policy

Return & Exchange Policy

At SOLOTEX, you may request a return or exchange within 14 days from the date of receiving your order, subject to the following terms and conditions:

  • The product must be unused, in its original condition, and returned with its original packaging and tags.

  • Products that have been used, washed, ironed, altered, damaged, or are not in their original condition cannot be returned or exchanged.

  • A return or exchange request must be submitted within 2 days of receiving your order by emailing esolo@solotex-eg.com, stating the reason for the request.

  • Packages cannot be opened and returned to the courier upon delivery. If you experience any issue, please follow our Return & Exchange Policy.

  • Exchanges are free of charge in certain cases.

  • Returns or exchanges are free of charge if the product is damaged during shipping.

  • Returns or exchanges are also free of charge if you receive an incorrect item.

  • In all other cases, shipping fees may apply for returns or exchanges. Any applicable charges will be communicated after your request has been reviewed.

  • If the product is part of a promotional bundle, individual items cannot be returned separately. The entire bundle must be returned before placing a new order.

  • Products may be exchanged after delivery by submitting an exchange request via esolo@solotex-eg.com within 2 days of receiving the order, along with the reason for the exchange.

Frequently Asked Questions

What should I do if I receive a damaged or incorrect product?

If you receive a damaged product or an item different from what you ordered, you must notify us within 48 hours of delivery, including official holidays, by emailing:

esolo@solotex-eg.com

Your case will be reviewed, and the appropriate action will be taken.

Requests submitted after this period will not be accepted.

How does the return or exchange process work?

  • Returns and exchanges typically take approximately 14 business days.

  • Once your request is submitted, you will receive a confirmation email acknowledging receipt.

  • A courier representative will contact you to arrange product collection, usually within 4–7 business days.

  • The courier will attempt to contact you three times. If unsuccessful, your return or exchange request will be canceled.

  • You may submit a new request provided the product still meets the return conditions and the eligibility period has not expired.

  • A maximum of two return or exchange requests is permitted within the eligible period.

  • Once the product passes the quality inspection, a Customer Service representative will contact you to confirm whether you prefer a replacement or a refund.

  • If we are unable to reach you after three contact attempts, the product value will be issued as a store voucher. You may request to change the refund method within 7 business days only.

Non-Returnable & Non-Exchangeable Products

The following products cannot be returned or exchanged:

  • Products that have been used, washed, ironed, altered, damaged, or are no longer in their original condition.

  • Products with the brand tag or price tag removed.

  • Products that have been custom-made or personalized upon customer request.

Can I exchange the size or color at a SOLOTEX branch?

No.

Orders placed through the SOLOTEX website can only be returned or exchanged through the website. Returns and exchanges cannot be processed at physical stores.

Are shipping fees deducted for returns or exchanges?

  • For exchanges, shipping fees will be deducted from the total amount.

  • For returns, shipping fees will be deducted from the refund amount.

  • If the product is damaged or you receive the wrong item, no shipping fees will be charged for the return or exchange.

How can I exchange my order?

Once your exchange request has been approved, a store voucher will be sent to your email address. You can use this voucher to place a new order.

The voucher does not expire, and you may also apply any available promotional discount code when placing your new order.

Promotional Bundle Returns

If the product is part of a promotional bundle, individual items cannot be returned separately. The entire bundle must be returned.

Returns & Exchanges for In-Store Purchases

Products purchased from any SOLOTEX branch may be returned or exchanged within 14 days of the purchase date, provided that:

  • The original purchase receipt is presented.

  • All original product tags remain attached.

  • The product is unused and in its original condition.