At Solace Group of Companies, customer satisfaction is one of our highest priorities. We strive to supply high-quality hygiene and healthcare products while ensuring a transparent and fair return and refund process.

Please read this Refund & Return Policy carefully before placing an order through our website https://solacegroupofcompanies.com.

1. Overview

This Refund & Return Policy applies to all products supplied by Solace Group of Companies, including but not limited to:

Sanitary Napkins
Baby Diapers
Adult Diapers
Adult Pants
Under Pads
Hygiene Products
Healthcare Products
OEM Manufacturing Orders
Private Label Orders
Bulk & Wholesale Orders

By placing an order, you acknowledge that you have read and accepted this policy.

2. Return Eligibility

A return request may be accepted only under the following circumstances:

The product received is damaged during transit.
The wrong product has been delivered.
The product has a verified manufacturing defect.
The delivered quantity differs from the confirmed order.
The product is expired at the time of delivery (where applicable).

All return requests are subject to verification and approval by our quality assurance team.

3. Non-Returnable Products

For safety, hygiene, and quality reasons, the following items are generally not eligible for return or exchange:

Opened hygiene products
Used products
Products with broken or removed seals
Customized or Private Label products
OEM Manufacturing orders
Franchise-related inventory
Bulk orders manufactured as per customer specifications
Products damaged due to misuse, negligence, or improper storage

4. Return Request Timeline

Customers must notify us of any issue within 48 hours of receiving the shipment.

Return requests submitted after this period may not be accepted unless required under applicable law.

5. Return Process

To initiate a return request, please provide:

Order Number
Invoice Copy
Customer Name
Contact Number
Description of the issue
Clear photographs or videos showing the damage or defect

Our customer support team will review your request and respond within a reasonable timeframe.

Returns should not be shipped back until written approval is received from Solace Group of Companies.

6. Product Inspection

Once the returned product is received, it will undergo inspection by our quality team.

If the return is approved, we may, at our discretion:

Replace the product
Issue a credit note
Offer a refund
Provide an alternative resolution

The decision of Solace Group of Companies regarding product inspection shall be final, subject to applicable consumer protection laws.

7. Refund Policy

Approved refunds will generally be processed through the original payment method used during the purchase, unless otherwise agreed.

Refund processing time may vary depending on:

Payment method
Banking procedures
Payment gateway processing
Financial institution timelines

Shipping charges, installation charges, taxes, or handling fees may not be refundable unless the return results from our error or a defective product.

8. Order Cancellation

Orders may be cancelled before dispatch by contacting our customer support team.

However, cancellation may not be possible for:

Customized products
OEM Manufacturing orders
Private Label production
Bulk manufacturing orders already in process
Products prepared specifically for the customer

If cancellation is approved, any applicable deductions for processing or administrative costs may apply where permitted by law.

9. Damaged Shipments

If your package arrives visibly damaged:

Do not use the product.
Take photographs of the packaging and product immediately.
Inform us within 48 hours of delivery.
Retain the original packaging until the claim process is completed.

Failure to report transit damage within the specified period may affect claim eligibility.

10. Incorrect Product Delivery

If you receive a product different from what you ordered:

Notify us immediately.
Share photographs of the received product and invoice.
Keep the product unused and in its original packaging.

Upon verification, we will arrange a replacement or another suitable resolution.

11. Bulk Orders & OEM Projects

Due to the customized nature of OEM Manufacturing, Private Label, Franchise Supply, and Bulk Orders:

Production begins only after order confirmation.
Such orders are generally non-refundable and non-returnable once manufacturing has commenced.
Exceptions may apply in cases of verified manufacturing defects or contractual obligations.

12. Force Majeure

We shall not be responsible for delays, cancellations, or refund processing delays caused by circumstances beyond our reasonable control, including:

Natural disasters
Government restrictions
Transportation disruptions
Strikes
Pandemics
War
Power failures
Other unforeseen events

13. Limitation of Liability

Our liability under this policy shall be limited to the value of the affected product or order, except where otherwise required by applicable law.

We shall not be liable for indirect, incidental, special, or consequential losses arising from the use or inability to use our products.

14. Changes to This Policy

Solace Group of Companies reserves the right to modify this Refund & Return Policy at any time.

Any updates will be published on this page with a revised Effective Date.

Continued use of our website or services after such updates constitutes acceptance of the revised policy.

15. Contact Us

If you have any questions regarding returns, replacements, or refunds, please contact us:

Solace Group of Companies

📍 95/D-2, Basundhara, Canal South Road, Chingrighata, Kolkata – 700105, West Bengal, India

📞 +91 8334005604

📧 sgoc.customercare@gmail.com

🌐 Website: https://solacegroupofcompanies.com

16. Governing Law

This Refund & Return Policy shall be governed by the laws of India. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the competent courts located in Kolkata, West Bengal.