Solleone Order Return and Shipping Policies
Return Policy
If for any reason you are unhappy with Solleone Health Systems capsule products, simply return the unused portion to us within 30 days of your purchase with the original packing slip and we will send you a full refund for the item(s) purchase price. Merchandise must be returned at customer's expense to the address below. Please return products to: Solleone Health Systems, 16 Dunham Road, Scarsdale, NY 10583.
It is the customer’s responsibility to return the products to the correct address in new condition and in the original packaging. We strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance. Please forward tracking information to Customer Service to assist in processing your return. Once we receive the return, inspect it, and determine it to be in acceptable condition, we will issue a credit in the original form of payment. In the event that the product we receive does not qualify for a return, or is received in a condition which we deem unacceptable we reserve the right to deny your return.
Upon receipt of said item we will either refuse it or contact you by email to notify you that the item was received damaged or used. If the item was received damaged you may file a claim with your shipping company. If the item is received used you may choose to have the item disposed of or have the item returned to you at your expense.
Shipping Policy and Damage
We reserve the right to substitute shipping carriers as necessary to help maintain quality service, unless FedEx is selected. If a shipment is re-routed, or misrouted by a carrier, it is up to the shipping carrier to fix the error and route your shipment properly. We are not responsible for delays, product issues or loss regarding shipping carrier errors. If your product is lost (which is very rare, but it does happen) and the shipping carrier does not mark it as lost, we simply cannot provide a replacement. Usually this happens with USPS, so we advise you to talk to your postal carrier as many times they can resolve it easily.
In the event that the product arrives damaged to your home, please contact our Customer Service Department via our email "Orders@SolleoneHealthSystems.com" within 48 hours. DO NOT DISPOSE OF ANY DAMAGED PRODUCTS OR PACKAGING until you contact Customer Service for instructions, as we may require return of the damaged goods. At times, pictures of the damaged item may be required prior to determining a resolution. You must contact us within seven days from the date of delivery to report damaged or defective merchandise. After the seven-day period, the product cannot be reported as damaged and/or returned for exchange or refund. When returning a product, please insure your products properly if you are unsure of delivery date, address, or any other circumstances that may lead to a loss.
Because most customers are not directly available when deliveries are made to their homes or businesses, we send most packages without signature confirmation. Because of this, the customer understands that he waives right for a customer signed "Proof of Delivery" to a verified or non-verified address in any merchant chargeback dispute. If customer requires "signed proof of delivery", the customer must choose "FedEx" as the shipping carrier when ordering on the website or by phone. All FedEx packages require direct signature from customer. Customer accepts the "standard no signature required" proof of delivery provided by other carriers as the final determination as to whether customer received product. Carrier's proof of delivery constitutes acceptance of free and clear delivery to the customer.
International Shipping Policy
Emails are required for international orders. We will not send an international order without the correct email, address and contact phone number. First Class International shipping method is delivered through the postal services, and has no tracking information. This method takes 1-2 weeks for delivery to Canada and Europe, and 2-3 weeks to Asia and Pacific. Although it is a low price, we cannot guarantee delivery or provide refunds when this shipping method is selected. We only offer it for your convenience if you find it to be safe and reliable shipping through your countries postal services. Because of this, the customer understands that he waives right for a customer signed "Proof of Delivery" to a verified or non-verified address in any merchant chargeback dispute. Customer accepts our shipment email with delivery number as proof of delivery and the final determination as to whether customer received product. Our shipment email with delivery number constitutes acceptance of free and clear delivery to the customer. We do offer other shipping methods that have tracking available. Please choose another shipping method if package tracking is important to you.
Taxes, Customs, Duties are to be paid by the customer for all International orders. Any shipment that is held by customs for nonpayment of import duties and taxes and is subsequently returned by carrier because of rejection of delivery by the customer results in an unauthorized return and the order is non refundable. So please consider international taxes and duties before ordering.
If your order is returned to us due to restricted or banned products, an incorrect address, or because no one was there to accept delivery of your order, we will refund your credit card in this manner: You will be refunded the total amount of the order minus the shipping charge and 20 percent of the value of the order as a re-stocking fee. We will also subtract any other external charges we have incurred during shipping, such as warehousing fees, return postage fees, etc.
If you are a first time international customer, and order more than $81 we may ask you to fax us or email us additional information for your protection. We simply want to make sure no one is using your information without your knowledge. If this is necessary, we will email you the request of information. We will ask you for the front page of your monthly credit card statement or bill, or a copy of the front and back of your credit card along with a utility bill (water, electricity, or gas) that shows your shipping address. If you send us a copy of the statement, all we will need from it is your credit card company's logo and address, your name and address, and the last 4 digits of your card. We do not need any purchase history from this document, so you can mark that off. Your privacy is secured, and we will not use your information for any other purpose, except to verify and protect your transaction. Our fax is (001.866.430.3953) and our email is Orders@SolleoneHealthSystems.com. If you already have shopped with us once, you will not need to provide this information.
Free Shipping Policy
Free shipping does not apply to international orders, only to orders shipped to our customers within the USA. Free shipping is only available for certain products, and combining a free shipping product with a non-free shipping product will incur shipping charges. Please order free shipping items separately from non-free shipping items, to assure the best pricing on our system. We reserve the right to select the specific carriers used for the "Free Shipping" service, however if you require signature confirmation please use "FedEx" carrier instead of our "Free Shipping" service, as mentioned in our regular shipping policies.
Recurring Orders (Recurring Transactions) Policy
A recurring Order: The definition of a recurring order is simply an order where the customer chooses a product that has the word “subscription” in the product description and by selecting this type of product accepts to receive and keep the ordered products at least twice within a six (6) month period after the order was placed.
By selecting a recurring order you have the benefit of keeping the current price even if prices go up in the future for everyone else. You will also be sent the products before anyone else, and if our stock is low, our recurring order customers who have had more than one shipment, will take priority over folks who have made a simple one time purchase. You can also change a shipment from once a month to once every 2 months or if you need to skip a month when you go on vacation, simply email us at anytime: Our email is "Orders@SolleoneHealthSystems.com" for order related changes.
Recurring Order Changes And Cancelation: When making a change or cancelation, give us three business days after receiving your email to complete the change. If going on vacation, please make sure you notify us ahead of time. Remember we cannot refund recurring orders; we can only stop future deliveries.
We ask you to email us three business days in advance to make any changes in the delivery dates of these products. The email for changes is: Orders@SolleoneHealthSystems.com. We cannot cancel or change product delivery dates without being notified three business days in advance. We also have a new interface on our website so that you can stop your own recurring orders.
If you cancel a recurring order before you receive the minimum amount of products to meet the definition mentioned above, we will assume you did not mean to order the recurring subscription product, or ordered it by mistake. We will then correct the order and charge a shipping fee of $5.50 per recurring order along with any difference in product pricing between the recurring subscription product price and the simple single purchase product price. By purchasing from Solleone Health Systems, LLC. you agree to allow us to be able to correct order mistakes at any time after an order was placed, charged incorrectly or found to be in error.
Delayed orders
At times we may have a delay in shipments, shipping charges, or charging of your order do to a back order of stock, safety testing of material, or technical issue that may occur. Because of delays or mistakes regarding authorizations, you agree to that we can properly authorize your credit card and charge it to resolve an issue as well as use a valid authorization number up to a maximum of 360 days past the order date. You agree to allow us to use any payment type on file to help provide you uninterrupted recurring service, or to settle the placement of a delayed order that may have fallen through the cracks.
