Refund policy

Last updated: 15 May 2026

This Refund and Returns Policy sets out the procedures by which the consumer may return products purchased on solkai.it, exercising the right of withdrawal or activating the legal guarantee of conformity. The Seller is EmmePi S.r.l., with registered office at Via Magenta 77, 20017 Rho (MI), Italy, VAT number IT 14405370967. This Policy forms an integral part of the General Terms and Conditions of Sale.

1. Right of withdrawal

Pursuant to Articles 52 et seq. of Italian Legislative Decree no. 206 of 6 September 2005 (the "Italian Consumer Code"), the consumer is entitled to withdraw from the purchase contract, without giving any reason and without any penalty, within 14 days of the day on which the consumer, or a third party (other than the carrier) designated by the consumer, acquires physical possession of the products. If the consumer orders multiple goods in a single order delivered separately, the period runs from the day on which the consumer acquires physical possession of the last good.

1.1 How to exercise withdrawal

To exercise the right of withdrawal, the consumer must, within the 14-day period above, send the Seller an explicit declaration of the decision to withdraw. The declaration may be sent through one of the following means:

• email to info@solkai.it, with subject line "Withdrawal order no. ...";
• registered letter with acknowledgement of receipt addressed to EmmePi S.r.l., Via Magenta 77, 20017 Rho (MI), Italy.

The consumer may, at their choice, use the model withdrawal form attached to this Policy (Annex I, Part B, of Directive 2011/83/EU) or send any other explicit declaration. The burden of proving the timely exercise of the right of withdrawal lies with the consumer. The date of the postmark or of the email transmission is evidence of timely exercise.

1.2 Return of the products

Following the exercise of the right of withdrawal, the consumer must return the products without undue delay and, in any event, within 14 days of the date on which the decision to withdraw was communicated. The deadline is met if the products are dispatched to the Seller before the 14-day period expires.

The products must be returned:

• in their original conditions, intact, unused, unwashed and undamaged;
• complete with all parts, accessories, labels, tags and hygiene seals where present, in the original packaging;
• together with a copy of the order confirmation or invoice.

In order to arrange collection or receive the prepaid return label, the consumer should write to info@solkai.it together with the withdrawal declaration. The return shipment organised by the Seller is tracked: the risk of loss or damage during the authorised return transport lies with the Seller. The consumer remains liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning (Article 57(2) of the Italian Consumer Code).

1.3 Return costs

By way of derogation from the default rule set out in Article 57(1)(b) of the Italian Consumer Code, the direct costs of returning the goods are entirely borne by the Seller. Together with the confirmation of withdrawal, the consumer will receive a prepaid label or instructions for the return shipment through the courier indicated by the Seller. The return shipment must be carried out exclusively through the indicated channel: shipments made through a different courier or without prior authorisation will be at the consumer's expense.

1.4 Exclusions from the right of withdrawal

Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal is excluded, among other cases, for:

• the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery (Article 59(1)(e)); swimwear and intimate items fall into this category if the packaging or the hygiene label has been opened, removed or damaged;
• the supply of goods made to the consumer's specifications or clearly personalised;
• the supply of goods which, by their nature, are after delivery inseparably mixed with other items;
• the supply of goods which are liable to deteriorate or expire rapidly;
• contracts concluded at a public auction.

For swimwear, this Policy applies in full provided that the hygiene seal is intact at the time of return. The removal, breakage or tampering of the hygiene seal results in the inapplicability of the right of withdrawal, unless such removal is attributable to the Seller.

2. Refund

Once the Seller has received the products and verified their condition, it will refund the consumer all payments received, including the initial delivery costs (except for any additional costs resulting from the consumer's choice of a type of delivery other than the cheapest standard delivery offered by the Seller), within 14 days of the date on which the Seller is informed of the decision to withdraw, pursuant to Article 56 of the Italian Consumer Code. Pursuant to Article 56(3) of the Italian Consumer Code, the Seller may withhold reimbursement until it has received the goods back or until the consumer has provided evidence of having sent the goods, whichever is earlier.

The refund is processed using the same means of payment used by the consumer for the initial transaction, unless the consumer has expressly agreed otherwise; in any event, the consumer does not bear any cost as a consequence of the refund. Should the returned goods show a diminution in value resulting from handling by the consumer other than that necessary to establish their nature, characteristics and functioning, the Seller will deduct from the refund an amount corresponding to such diminution in value, communicating the amount to the consumer.

3. Legal guarantee of conformity

All products sold on the Website benefit from the 24-month legal guarantee of conformity under Articles 128 et seq. of the Italian Consumer Code, as amended by Italian Legislative Decree no. 170 of 4 November 2021 implementing Directive (EU) 2019/771. The guarantee applies to the consumer (a natural person purchasing for purposes outside any professional activity) and covers lack of conformity existing at the time of delivery and becoming apparent within 24 months.

It is presumed, unless proven otherwise, that any lack of conformity which becomes apparent within one year of delivery already existed on that date, unless this presumption is incompatible with the nature of the goods or with the nature of the lack of conformity. After the first year, the burden of proof lies with the consumer.

3.1 Available remedies

In the event of lack of conformity, the consumer is entitled, under the conditions and within the time limits set by law, to:

1. have the goods brought into conformity by way of repair or replacement, free of charge;
2. as a secondary remedy, a proportionate reduction of the price or the termination of the contract, where one of the cases set out in Article 135-bis(4) of the Italian Consumer Code occurs (the primary remedy is impossible or disproportionately costly; the Seller has not completed the repair or replacement within a reasonable time; the defect is of such gravity as to justify termination, and so on).

The costs necessary to bring the goods into conformity (in particular shipping costs, labour and materials) are entirely borne by the Seller.

3.2 How to activate the guarantee

To activate the legal guarantee, the consumer may write to info@solkai.it within a reasonable time from the discovery of the defect, attaching:

• order number or copy of the invoice;
• detailed description of the defect;
• photographs of the defect and of the product label.

Customer service will respond within 5 working days, indicating the procedure for returning the goods, the cost of which is borne by the Seller. Any voluntary commercial guarantee offered by the Seller, where provided, does not deprive the consumer of the legal guarantee and forms the subject of a separate guarantee statement.

3.3 Limits of the guarantee

The legal guarantee does not cover defects attributable to:

• improper use or use not in compliance with the care instructions set out on the product page and in the product care section;
• failure to comply with the warnings relating to metal details (prolonged soaking in sea water, chlorinated pools or acidic substances, contact with aggressive sun creams, exposure to high temperatures);
• normal wear and tear resulting from regular use;
• changes, alterations or repairs made by the consumer or by unauthorised parties;
• force majeure, fortuitous event or fact of a third party.

4. Defective or non-conforming products

If the product delivered is different from that ordered, damaged or defective, the consumer may notify info@solkai.it within a reasonable time from delivery, attaching photographs and a description of the issue. Having verified the validity of the notification, the Seller will arrange the collection of the goods at its own expense and will, at the consumer's choice and in accordance with the principles set out above, proceed with the replacement, repair or full refund.

5. Size exchanges

Size exchanges, where technically possible and within the limits of stock availability, are handled as new orders: the consumer exercises the right of withdrawal on the product received and at the same time places a new order for the desired size. Refund and shipping conditions apply as set out above.

6. Dispute resolution

For the Online Dispute Resolution (ODR) procedure and for the further out-of-court dispute resolution procedures, see Article 12 of the General Terms and Conditions of Sale and the Legal Notice.

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Annex – Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)