Refund policy

Right of withdrawal

If you are a consumer, you have a right of withdrawal in the event of distance contracts within the meaning of § 312b BGB pursuant to the following conditions:
You have the right to withdraw from this contract within 14 (fourteen) days without giving any reason.

The withdrawal period will expire after 14 (fourteen) days from the day:

a) of the conclusion of the contract. [cases of a contract of digital content which is not supplied on tangible medium]
b) on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. [cases of a sales contract]
c) on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. [cases of a contract relating to multiple goods ordered by the consumer in one order and delivered separately]

Steps for Returning an Item:

Pack the Item Securely

Ensure the product is properly packed to avoid damage during transit. Remove any old labels or barcodes from the shipping box.

Include a Return Form

Fill out the provided return form and place it inside the package. 
Here you can download the return form

If you don’t have a return form, include a handwritten note with your order details and reason for return.

For items delivered by a special carrier, contact customer service to arrange a pick-up.


Print or Download the Return Label

  • Download the return label from the DHL website you will see below
  • Print it out and attach it securely to the package.

List of countries:

Germany : Click here

Austria: Click here

Belgium: Click here

Denmark: Click here

France: Click here

Italy: Click here

Luxembourg: Click here

Netherlands: Click here

Portugal: Click here

Sweden: Click here

Switzerland: Click here

Spain: Click here

Drop the package to the postal service

  • Take the package to the specified postal service or courier location.
  • Keep the receipt with tracking information for reference.

Receive Confirmation

  • You’ll receive an email confirmation once the return is processed successfully.

To exercise the right of withdrawal, you must inform us:

SOLESTAR GmbH
Seelower Straße 11
10439 Berlin
www.solestar.com

If you call from Germany: 030 46 79 64 90
If you call from abroad: +49 30 46 79 64 90
Fax: +49-30-46796491

of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail info@solestar.de). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.


Exclusion of the Right of Withdrawal

The right of withdrawal does not apply to the delivery of goods that are not prefabricated and afor the manufacture of which an individual selection or stipulation by the customer is significant or goods that are clearly tailored to the personal requrements of the customer.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 (fourteen) days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.


We may withhold reimbursement until we have received the goods back.

You shall send back the goods or hand them over to:

SOLESTAR GmbH
Seelower Straße 11
10439 Berlin
Germany

without undue delay and in any event not later than 14 (fourteen) days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 (fourteen) days has expired.
We will bear the cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.


Special Notice:


1. If the shipment is sent to a country outside the EU, and the Customer chooses to exercise the right of withdrawal, the Customer has to choose a standard delivery for his return. The Customer will bear the costs resulting according to § 4 GTC (customs and duty; see below) if they should apply. SOLESTAR reserves the right to deduct these costs from the refund of the purchase price Customer paid.

§ 4 Customs and Duties, Import Value-Added Tax

If the Customer has its domicile abroad and the subject of the delivery is therefore imported into another country, customs and duties or import value-added tax are collected on which we have no influence and the amount of which we cannot assess in advance. Such customs or import duties or import value-added taxes are to be borne by the Customer and will not be assumed by us. The Customer should liaise with the competent customs office for more information about the customs, import duties, or import value-added taxes arising in the individual cases, because customs regulations vary from country to country. As an importer, the Customer must comply with the respective local regulations. We reserve the right to simply the customs procedures by making statements about the value in the package towards customs. Customs is, however, also entitled to open packages for the sake of simplicity. We have no influence in respect of this.