Refund Policy

Returns (if applicable)
Our policy lasts 14 days. If 14 have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Non-returnable items:

-Sale Items

-Health and personal care items

-Frozen/Refrigerated Items

To complete your return, we require a receipt or proof of purchase. 

Please do not send your purchase back to the manufacturer. 

There are certain situations where only partial refunds are granted (if applicable)  
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 14 days after delivery 

Defrosted/damaged frozen and refrigerated

When you receive your delivery, products may be slightly defrosted on top but are still in good/suitable condition. It is highly unlikely for the products to become fully defrosted or damaged.

Any fully defrosted or damaged frozen product must be reported via email with images within 1 hour of delivery being made. 

Refunds  (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at

Missing items/parcels

In the event of a missing item in your order, you must contact us within 2 days of the delivery date to start a case.

This allows us to check our CCTV on wether or not your product was sent out.

Please check your email first before contacting us as you have have received a refund for the product, possibly due to being out of stock at the time of preparing your order.

In the event your order shows as delivered but you didn't receive your parcel, you need to contact us within 3 days of the delivery date.

This is the time limit we are given from our couriers to open a case of investigation.

All cases can take 1 - 3 weeks to resolve.

Once a case is resolved or closed we will contact you via email or telephone.

Sale items (if applicable)
Only regular priced items may be refunded or exchanged. Sale items are exempt from this.  

Shipping (if applicable)
To return your product, you should mail your product to: Sol Andino Services UK Ltd, 187 Old Kent Road, London, SE1 5NA, United Kingdom 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item/s over £25, you should consider using a tracked shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.



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