SOL: Sound of Life Media Returns and Claims Policy

SOL Sound of Life Media LLC - Returns and Claims Policy

At SOL Sound of Life Media LLC, we prioritize customer satisfaction and uphold strict guidelines for returns and claims. This policy outlines the steps for submitting claims for misprinted, damaged, or defective items, and the conditions for returning products in compliance with applicable laws such as the Consumer Rights Directive (Directive 2011/83/EU) for EU consumers and other relevant U.S. and international consumer protection laws.

Claims for Damaged, Defective, or Misprinted Items

  • Any claims for misprinted, damaged, or defective items must be submitted within 7 days of receiving the product.
  • For packages lost in transit, claims must be submitted no later than 30 days after the estimated delivery date.
  • Claims that are found to be errors on our part will be addressed at our expense, in compliance with consumer protection standards.

To submit a claim, please contact SOL Support via the “Talk to Us (Support)” section on our website at support@soundoflife.media. You must provide details of the issue and supporting evidence, such as photographs of the defective product.

Return Address and Unclaimed Shipments

The default return address is the SOL Sound of Life Media facility. When we receive a returned shipment, an automated email will notify you.

  • Unclaimed Returns: Unclaimed returns will be donated to charity after 30 days. If you provide a different return address, you will be responsible for any returned shipments received at that location.
  • Wrong Address: If you or your customer provide an incorrect or insufficient address, the shipment will be returned to our facility. You will be liable for the cost of reshipping once the correct address is confirmed.
  • Unclaimed Shipments: Shipments that remain unclaimed will be returned to our facility, and reshipping costs will be your responsibility.

If you have not registered an account with us or added a billing method, returned orders due to incorrect addresses or unclaimed shipments will not be reshipped and will be donated to charity at your expense. No refunds will be issued in these cases.

Sealed Goods

For health and hygiene reasons, SOL Sound of Life Media LLC does not accept returns of sealed goods, such as face masks. Any returns of these items will not be reshipped and will be disposed of safely. This policy complies with health protection laws and regulations, including Article 16(c) and (e) of Directive 2011/83/EU.

Returns Initiated by the Customer

We advise customers to contact SOL Support at support@soundoflife.media before returning any products. Refunds or exchanges for buyer’s remorse are generally not offered, except in certain cases:

  • Brazilian Consumers: Customers in Brazil may request a return within 7 days of receiving an item. To do so, they must contact our support team, providing a photograph of the unused, undamaged product. Refunds or exchanges will be processed only if the product is verified to be in its original condition. Products that are used or partially damaged will not qualify for a refund.
  • Size Exchanges and Non-refundable Products: We do not offer size exchanges or refunds for face masks. If you choose to accept returns or offer exchanges to your customers for other products, you must place a new order at your own expense.

Notification for EU Consumers

Under Directive 2011/83/EU on consumer rights, the right of withdrawal may not apply to:

  1. Goods made to the consumer’s specifications or clearly personalized;
  2. Sealed goods unsealed after delivery that are not suitable for return due to health protection or hygiene reasons.

As such, SOL Sound of Life Media LLC reserves the right to refuse returns for these items. This policy is in full compliance with Article 16 of the Consumer Rights Directive.

Policy Language and Governing Law

This policy is governed by and interpreted in English, regardless of any translations provided. It is subject to the laws and regulations of the United States and other applicable international laws, including but not limited to the Consumer Rights Directive (2011/83/EU) and U.S. Federal Trade Commission (FTC) regulations.

For more information on returns or claims, please refer to our FAQs or contact support@soundoflife.media.


SOL: Sound of Life Media Returns and Claims Policy