Last updated: June 27, 2026

Returns and Exchanges

At Soléia House, we stand behind every piece we curate. If something is not right with your order, we will make it right. Your consumer rights under Philippine law are not fine print to us — they are a baseline we are happy to honour.

Our Commitment to You

The Consumer Act of the Philippines (RA 7394) protects every customer from unfair trade practices. A “No Return, No Exchange” policy is expressly prohibited under Philippine law — it is not posted anywhere at Soléia House, and it will never be enforced against you.

If there is a problem with your purchase, you have rights, and we will respect them.

Implied Warranty

Under RA 7394, all items we sell carry an implied warranty of merchantability and fitness for their ordinary purpose. This warranty is valid for one (1) year from the date of purchase. It means the garment you receive should be of acceptable quality and fit for wearing as intended.

This warranty does not cover damage caused by misuse, alteration, neglect, or improper care after the item has been received in good condition.

Returns and Exchanges for Purchases

When You Can Return or Exchange

You may return or request an exchange within 7 days from the date the item is received if your item is:

• Defective — a manufacturing flaw, broken closure, torn seam, or similar fault
• Damaged upon arrival — damaged in transit and not caused by you
• Wrong item — you received a different style, colour, or size than what you ordered
• Materially different from its description — the item differs significantly from what was shown or described on the product page

Your Remedies — Your Choice

Under RA 7394, Article 68, where a product fails to meet the implied warranty, you are entitled to choose from three remedies:

• Repair — we will have the item repaired at no cost to you
• Replacement — we will send you a replacement of the same item (subject to availability)
• Full refund — you will receive a complete refund of the purchase price

The choice is yours. We will not pressure you to accept a lower remedy.

How to Request a Return or Exchange

1. Submit your return request via email (supportsoleiahouse@gmail.com) or Facebook Messenger within the return window
2. Include your order number, a brief description of the issue, and clear photos of the defect, damage, or incorrect item
3. We will review your request and respond within 1–2 business days
4. If your return is approved, the return shipping address will be provided. Customers are responsible for return shipping costs, except for defective or incorrect items (which we cover in full).

For defective or incorrect items, we shoulder the return shipping cost. You will not pay to send back something that was not right to begin with.

Non-Returnable Items

The following are not eligible for return or exchange unless they arrive defective or damaged:

• Sale and discounted items are final sale and cannot be returned. These items are clearly marked “Final Sale” on the product page before checkout.

Items that have been worn, washed, altered, or returned without their original tags (where tags were attached at dispatch) will not be accepted as returns unless the fault is ours.

Refunds

Once your return has been received and inspected, we will notify you of the outcome by email.

• Approved refunds are processed within 1–7 business days after the returned item has been inspected and approved, to your original payment method. Card refunds may take additional time depending on your card issuer.
• Store credit is available as an alternative to a refund and is valid for 12 months from the date of issue.
• PayMongo’s refund timelines may vary. If your refund has not appeared after the estimated period, please contact your bank or e-wallet provider first, then reach out to us if the issue persists.

Rental Returns, Deposits, and Damage

Rental returns, late fees, security deposit refunds, and damage charges are a different process from purchase returns. These are governed in full by the Rental Terms in our Terms and Conditions (Section 9). Please review that section carefully before booking.

In brief: rental items must be returned by the agreed date and in their original condition. The security deposit covers any late fees, damage, or cleaning costs assessed after inspection. Rental returns do not fall under the purchase return window above.

Contact Us

Questions about a return, exchange, or refund? We are here.

• Email: supportsoleiahouse@gmail.com
• Instagram: @soleiahouse
• Facebook: @soleia

We respond within 24–48 hours, Monday to Saturday. Messages received on Sundays and public holidays are answered on the next business day.

You can also review our Privacy Policy and Shipping Policy for related information on how your data and orders are handled.

Disclaimer: The information on this page reflects our current policies and our understanding of applicable Philippine law, including RA 10173, RA 7394, RA 8792, and RA 11967. It does not constitute legal advice. For specific legal questions, please consult a licensed attorney in the Philippines. We periodically review and update these policies; the “Last updated” date indicates the most recent revision.