Return and Refund Policy

Return and Refund Policy – Solaris

Overview

At Solaris, we want you to be completely satisfied with your purchase. This policy outlines our return and refund procedures to ensure a clear and fair process for all customers.

Return Policy

Return Window

  • Standard Returns: 7 days from the date of delivery

  • Holiday Returns: Items purchased between November 1st and December 31st may be returned within 7 days of delivery

Return Eligibility

To be eligible for a return, items must meet the following conditions:

  • Item must be unused and in the same condition as received

  • Item must be in original packaging with all tags attached

  • Must include original receipt or proof of purchase

  • Item must not show signs of wear, damage, or alteration

Non-Returnable Items

The following items cannot be returned:

  • Items purchased with wholesale or bulk discounts

  • Personalized or customized items

  • Items damaged by misuse or normal wear

  • Items returned after the 7-day window

Return Process

  1. Initiate Return: Contact us at contact@solarofficial.com or call +44 7506 850981

  2. Return Authorization: We will provide a Return Merchandise Authorization (RMA) number

  3. Package Item: Securely package the item with the RMA number clearly visible

  4. Ship Item: Send to the address provided in your RMA email

Return Shipping Address

Solaris – Returns Department
1209 Mountain Road Place Northeast, Suite R
Albuquerque, New Mexico 87110

Important: Please include your RMA number on the package. Returns without RMA numbers may be delayed or rejected.

Refund Policy

Refund Processing

  • Inspection: Once we receive your return, we will inspect the item within 3–5 business days

  • Notification: You will be notified by email regarding approval or rejection

  • Processing Time: Approved refunds are processed within 5–7 business days

  • Credit Application: Refunds are applied to the original payment method within 7–10 business days

Refund Amount

  • Full Refund: Original purchase price minus any applicable restocking fees

  • Shipping Costs: Original shipping costs are non-refundable

  • Return Shipping: Customer is responsible unless the item is defective or an error occurred on our part

Partial Refunds

Partial refunds may be issued for:

  • Items with minor signs of use

  • Items missing original packaging (but still in acceptable condition)

  • Items returned after 7 days but within 15 days (50% refund)

Sale Items

  • Regular priced items: Full refund available

  • Sale items: Refund available within the return window

  • Final sale items: Non-refundable (clearly marked on product pages)

Exchanges

Exchange Policy

We offer exchanges for:

  • Defective items

  • Wrong size (subject to availability)

  • Items damaged during shipping

Exchange Process

  1. Contact us at contact@solarofficial.com with your order number

  2. Describe the issue and requested exchange

  3. Follow the exchange instructions provided

  4. Send the item to our returns address with the exchange authorization

Exchange Shipping

  • Defective Items: We cover all shipping costs

  • Size Exchanges: Customer pays return shipping; we cover replacement shipping

  • Wrong Item Sent: We cover all shipping costs

Defective Products

Coverage

For defective products, we will:

  • Cover return shipping costs

  • Provide a full refund or replacement

  • Offer repair when applicable and cost-effective

Defective Item Process

  • Contact us immediately upon discovering the defect

  • Provide photos if requested

  • Receive a prepaid return label

  • Choose between replacement or full refund

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank or credit card statement

  2. Contact your bank or card provider

  3. If unresolved, contact us at contact@solarofficial.com

Important: Please allow up to 10 business days for refunds to appear after processing.

Gift Returns

Gift Purchases

  • With Gift Receipt: Store credit issued

  • Without Gift Receipt: Refund issued to original purchaser

  • Gift Cards: Final sale and non-refundable

Damaged or Lost Returns

Protection Recommendations

For returns over £75, we recommend:

  • Trackable shipping

  • Shipping insurance

  • Photos of the packaged item

Our Responsibility

  • We are not responsible for returns lost in transit

  • Refunds cannot be issued for items not received

  • Tracking information is required for lost return claims

UK Consumer Rights

Consumer Rights Act 2015

Under UK law, you have the right to:

  • Reject faulty goods within 7 days for a full refund

  • Request repair or replacement after 7 days

  • Request a price reduction or final refund if repair/replacement is not possible

Digital Content Rights

For digital products:

  • Content must match description

  • Refunds available if content is faulty

  • Compensation for device damage when applicable

Contact Information

For all return and refund inquiries:

Email: contact@solarofficial.com
Phone: +44 7506 850981
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT)
Mailing Address: Solaris, 1209 Mountain Road Place Northeast, Suite R, Albuquerque, New Mexico 87110

Response Times

  • Email: Within 24 hours (business days)

  • Phone: Immediate assistance during business hours

  • Returns Processing: 3–5 business days after receipt

Policy Updates

This Return and Refund Policy may be updated periodically. Changes will be posted on this page with an updated “Last Updated” date. Continued use of our website constitutes acceptance of the updated policy.

This policy is designed to provide clear, fair, and transparent return and refund procedures in compliance with UK consumer protection laws and Google Merchant Center requirements.