At The Soloney, we strive to deliver the highest quality of purified water to your doorstep. We take great care in the purification and packaging of our products (19L, 12L, 6L, 1.5L, and 500ml bottles). However, if you are not satisfied with your order, we have outlined our return and refund process below.

1. Returns and Replacements

We understand that occasionally issues may arise with product quality or packaging.

• Damaged or Leaking Bottles: If you receive a bottle that is leaking, damaged, or has a broken seal, please inform our delivery person at the time of delivery. We will replace the product immediately at no extra cost to you.

• Quality Concerns: If you believe the water quality does not meet our standard, please contact our customer support team within 24 hours of delivery. We may arrange to pick up the product for inspection and provide a replacement if a defect is confirmed.

• Important Condition: We cannot accept returns or offer replacements for bottles that have been opened, partially consumed, or stored improperly after delivery.

2. Refund Policy

If a replacement is not possible or if we fail to deliver an order, we offer refunds under the following conditions:

• Order Cancellation: If you cancel your order before it has been dispatched for delivery, you will be eligible for a full refund (if the payment was made in advance).

• Service Failure: If we are unable to fulfill your scheduled order due to operational issues, we will offer to reschedule the delivery or process a full refund for the undelivered items.

• Refund Method: Refunds will be processed through the same payment method used during the original transaction, or as agreed upon with the customer (e.g., bank transfer or adjustment in the next order).

• Processing Time: Once a refund is approved, please allow 3-5 business days for the amount to reflect in your account.

3. Bottle Deposits (19L & 12L)

• If you have paid a security deposit for bottles or dispensers, the deposit is fully refundable upon the return of the bottles/equipment in good, reusable condition.

• If the bottles or equipment are lost or damaged due to negligence, the replacement cost will be deducted from your security deposit.

4. How to Request a Refund/Return

To initiate a return or refund request, please contact us with your Order Number and a description of the issue:

• Phone/WhatsApp:  0332-5564920

• Email: info@thesoloney.com

• Office Hours: 08:00am to 08:00pm

5. Policy Updates

The Soloney reserves the right to update this Return and Refund Policy at any time. Any changes will be effective immediately upon posting on our website.