Refund & Dispute Policy

1. Service Fees

Shipping and handling fees paid to Sol Express are non-refundable once a shipment has been collected from the origin warehouse, as costs are incurred at the point of collection.

2. Refund Eligibility

A refund or credit may be issued in the following cases:

• Duplicate payment: If you were charged more than once for the same shipment, the duplicate charge will be fully refunded within 5–10 business days.
• Cancelled shipment before collection: If you cancel your booking before goods are collected at origin, a full refund will be issued minus any processing fees.
• Service not rendered: If Sol Express is unable to perform the agreed service due to circumstances within our control, a full refund will be issued.

3. Lost or Damaged Shipments

If your shipment is lost or arrives damaged, please contact us within 14 days of the expected delivery date. Claims submitted after this period may not be accepted.

To submit a claim, provide:

• Your tracking number
• Description and photos of the damage (if applicable)
• Proof of value of the goods (invoice or receipt)

Compensation is limited to the declared value of the goods, up to a maximum of USD 75 per shipment unless additional insurance was purchased.

4. Delayed Shipments

Transit time estimates are provided as a guide only and are not guaranteed. Sol Express is not liable for delays caused by customs inspections, force majeure events, public holidays, or circumstances beyond our control. Delays do not entitle the customer to a refund of shipping fees.

5. Dispute Resolution

If you are not satisfied with the outcome of a claim, you may escalate it by:

1. Emailing Support@sol-express.com with subject line "Formal Dispute – [Tracking Number]"
2. Providing all relevant documentation and your preferred resolution
3. Allowing up to 10 business days for a formal written response