Returns and Exchanges
IN SHORT
If there is a manufacturing defect, we'll gladly send you another one.
If you're unhappy with the product, we'll gladly have you send it back to us within 30 days of you receiving the product.
IN DETAIL
What should I do if my product arrives damaged, defective, or isn't what I ordered?
No worries - we'll replace it with correct product you ordered.
If you have received products which you did not order or are damaged/defective, please keep it in the original original packaging and email us at help@solgaard.co and let the representative know the details of your package.
Our Customer Support may ask you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.
What should I do if I want to return my order?
You may return your new, in original packaging, and unused Solgaard.co purchase within 30 days of purchase. Please follow these steps:
1. Visit our Returns Center here to start the return process.
What are the conditions for returning my product?
If the defect in the product was caused by reasons other than material quality or assembly process, the original product will be returned to you. We do not refund products:
- Obtained from a source other than Solgaard.co.
- Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
- Damaged by misuse or activities other than the intended purpose.
When will I receive my refund?
Your refund will be processed as soon as the product you have returned is received by our Quality Assurance Team, which may take a week and it is confirmed that it fits within our Returns Policy,
If you request a refund, the purchase price will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets conditions above. You are able to refund your purchase up to 30 days after you receive it.
Once the return has been approved, it takes 1-2 business days for the refund to be made to your original payment method.
PayPal: You will typically see the funds in your account within 1-business day of the refund being initiated.
Credit/Debit card: It may take up to 10 business days for the refund to arrive in your account, depending on the card provider.
Can I exchange my order?
We are unable to exchange the products you ordered online at the moment. However, you can return the unwanted product(s) for a refund and then place a new order.
Will you refund my shipping/taxes if I return my order?
We ship orders from the United States. Customers returning their product will be required to pay their own return shipping if they want a refund on the product.
In the case of a manufacturing defect on an international order, we will send a replacement with photographic proof of defect.
