Personalised Hand Knitted First Teddy Bear

My item arrived faulty, what do I do?

We hope that every purchase will reach you in a perfect condition but in the rare case it doesn't, please email us at Solo to let us know. Please take photos and include them with your email. We will try to resolve any issues with faulty products and if this is not possible we will refund you.

When will I be refunded?

Refunds or exchanges will be made to you within 14 days of receipt of the returned goods, provided you have followed all of the procedures and time frames set out in our returns policy. We will process the refund directly to your payment card, in no more than:

1.    14 days after the day the product is received by the seller; or
2.    if earlier, 14 days after the date you provide evidence that you have returned the product to Solo;

How do I cancel / return my order?

If your order hasn't been accepted or dispatched just yet, the best thing to do is contact Solo by email [email protected] If your order has already been dispatched or you've received it, please see below If already received, package the item up and send it back to Solo Ltd within 14 days of letting Solo know that you want to return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you’ll have to bear the direct cost of returning the product. We’ll process the refund directly to your payment card, in no more than:

1. 14 days after the day the product is received back to Solo or
2. if earlier, 14 days after the date you provide evidence that you have returned the product to Solo; or
3. if there were no goods supplied, 14 days after the day on which you informed the Solo about your decision to cancel your order.

Please don’t destroy or throw away any product and where relevant the external packaging, even if it’s faulty, before you’ve contacted Solo and agreed that doing so won't affect any refund you may be entitled to.
You’re liable for any diminished value of the product resulting from the handling of the product in any way other than what’s necessary to establish the nature, characteristics and functioning of the product while you’re responsible for it (this includes, in the context of a return, when the product is in transit back to the Partner).

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