Terms and Conditions
1 Introduction
1.1 This page contains the terms and conditions on which we supply any of the product listed on our websites www.solgaard.co to you. Please read these Terms and Conditions carefully before ordering any products from Solgaard Design.
1.2 When ordering product on our website (www.solgaard.co) you agree to be bound by these Terms and Conditions. You are able to find the Terms and Conditions on our webpage as well.
1.3 These Terms and Conditions govern the supply by us of any product ordered by you on www.solgaard.co and/or through Solgaard Design (these will in the following section be mentioned as Solgaard Design). When ordering a product, you agree to be legally bound by these Terms and Conditions.
1.4 It is company policy to only allow one discount per order. If there is a site-wide promotion, other coupon codes will be disabled. Coupon codes will also be disabled for any product on promotional strike-through pricing.
2 Duties
2.1 For orders shipped to USA + Canada, all duties are prepaid by us and included in your order. State sales tax are required for multiple US states.
2.2 The goods will be imported on behalf of the consignee/buyer. The consignee authorizes Solgaard to import the goods on his behalf. Further, the consignee/buyer agrees Solgaard may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker). The consignee will pay the taxes & duties in addition with the purchase price of the goods.
2.3 Customs policies vary widely from country to country and customs duties are not always applied. Each country has its own rules for determining whether Import Duty / Tax / VAT will apply. Some countries only charge customs duties if the parcel has a value over a certain amount. Based on your country's customs rules, it is possible that your parcel will fall below that threshold level.
2.4 Therefore, we ask that you contact your local customs/import/mail departments for rates before you place an order to avoid any surprises.
2.5 We cannot guarantee that items will not be subject to random checks by customs and cause associated delays and charges. Solgaard Design is not responsible for any delays caused by destination customs clearance processes.
3 Order Cancellation
3.1 You are able to cancel your order, entirely or partially, within 15 minutes after you have placed it. If you wish to do so, you must send an email to help@solgaard.co with subject line: Order cancellation #[order number]
3.2 The order will be locked 15 minutes after placing it, as the order will be prepared for shipping from our warehouses. In case you still want a refund you will be responsible for any return cost (See section 4 Refund and return policy). Furthermore, we will charge you for the cost associated with the shipment of the order (e.g. shipment, handling fee by warehouse), no matter what shipping cost there are attached to the order. And will thus subtract these when refunding your order.
3.3 If the product ordered is delayed caused by force majeure, becomes unavailable, if there is an error on the website pertaining to the the order (e.g. an error pertaining to the price and/or description of merchandise) or other delays out of Solgaard Designs hands, we reserve the right to cancel and refund the order.
3.4 Solgaard Design reserve the right to cancel any order if there is suspicion of fraud or any other irregularities relating to the order. In this case Solgaard Design will contact you in order to solve the problem.
4 Refund and Return Policy
4.1 We want you to enjoy your product as much as we enjoy upcycling ocean bound plastic. If you decide that you don’t love your Solgaard product, you may return your purchase within the first 30 days of receiving your product - no questions asked. Please note that you are unable to return merchandise obtained from a retailer other than www.Solgaard.co. Please return the product to the original retailer.
4.2 You will be responsible for any costs associated with returning the item to us including shipping cost, any currency conversion and/or local or international taxes or duties.
4.3 To initiate your US return, please follow these steps:
- Visit our Returns Center here to start your return.
If your return is from outside of the US, please follow these steps:
- Email Customer Support at help@solgaard.co with your order details and the reason for return.
- Then our Customer Support team will provide you with an option to return the product at your expense or donate the item to the local charity of your choice. Proof of donation from a recognized charitable organization will be required before a refund is issued.
4.4 If your product arrives with a manufacturing defect, we will gladly send you a replacement. Please contact Customer Support at help@solgaard.co with a brief description of the problem and picture of the defect - we will assist you with replacing your product.
4.5 For wrong product shipments, we’ll replace it with the correct product you ordered. Please keep the order in the original packaging and email our Customer Support team at help@solgaard.co. Our Customer Support may ask you to provide visual evidence (e.g photo, video) of the products to expedite the process.
4.6 If you product becomes defective after the first 100 days, please refer to our Lifetime Warranty. We do not refund products that are cosmetically damaged or have damaged due to normal wear and tear. If you believe your product has a manufacturing defect, please email our Customer Support team at help@solgaard.co.
We do not accept returns that are:
- 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
- Damaged by mishandling from airlines
4.7 Your refund will be processed as soon as the product is received by our Quality Assurance team who confirms it fits within our Return Policy or Lifetime Warranty.
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 the conditions above.
Once the return has been approved, it typically 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.
4.8 We do not offer repairs. If you have a concern regarding a defective product, please email Customer Support with photos of your concern and we will do our best to address your concern and ensure you are happy with your outcome!
4.9 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.
4.10 We ship orders from the United States. Customers in the United States and Europe/Rest of World will be required to pay their own return shipping if they want a refund on the product.
5 Shipping Details
5.1 When completing your order on the website, you are responsible for assuring that all information you enter as part of the registration process is correct, complete and up to date. Provided that, the information entered are wrong, Solgaard Design will not be responsible for this, and you will be reliable for the associated shipping cost.
5.2 When returning your product(s) we recommend you to use a trackable shipping service or purchasing a shipping insurance. In connection with miscarriage of the shipment, Solgaard Design will not be responsible for any refund or any cost associated with the return.
5.3 Customer is responsible for the re-route fee if delivery address needs adjustment. There is no guarantee we are able to adjust orders once en route.
6 Warranty
Solgaard Lifetime Warranty
6.1 Your Solgaard luggage is covered by a lifetime warranty. This limited warranty gives you specific legal rights, and you may also have other rights which vary by state, province, or country.
If your product requires a minor repair, we may be able to provide you with a replacement part to have a local facility to do the repair. Call us for information and we will consider refunding the cost of the repair with a written quote from the repair facility.
- This Lifetime Warranty extends to Solgaard luggage manufactured by Solgaard Design Inc. (“Solgaard”) and purchased directly from Solgaard or Solgaard’s authorized retailers.
- Defects that do not impair the use of the bag (also known as “cosmetic damage”) is not covered under the Lifetime Warranty
- We guarantee your Solgaard luggage will be free of manufacturing defects for its intended use of transporting clothes and small personal objects.
- A copy of the purchase receipt is required to determine if the warranty is valid
- Solgaard Luggage is not intended for commercial or rental purposes
If the luggage is under the limited warranty and needs servicing, we can replace or repair at our discretion.
6.2 Your warranty registration number is your PO number.
6.3 Our warranties extend to the original owner or original recipient.
6.4 Luggage
The Lifetime Warranty covers manufacturing defects which include: wheels, handles, the locking mechanism, closure clasps, plastic outer case, zippers, missing rivets or screws.
It does not cover: cosmetic damages due to normal wear and tear such as scuffs, scratches, dents, stains on the lining, or abuse from airline damage such as bent frames.
If you are locked out of your bag, this is not covered under the Lifetime Warranty.
If the bag is damaged by the airline, your first course of action should be to seek remediation from the airline. The most common instance of damage by an airline is likely to be a bending of a metal frame that surrounds the outer shell.
6.5 Bags are covered under a Limited Two Year Warranty
The Two Year LImited Warranty covers manufacturing defects which include zippers, hooks, handles, straps, buckles, exterior/interior fabric and stitching, and the lock.
It does not cover cosmetic damage due to stains, spills, rips, color changes, slashes, surface tears in the fabric, and scratching of any metal parts.
6.6 Accessories/Electronics are covered under a One Year Warranty
The One Year LImited Warranty covers watches and solarbanks which are guaranteed to be free of manufacturing defects and are guaranteed to function properly. Our accessories are not designed to be submerged in water.
The Accessories One Year Limited Warranty does not cover cosmetic damage such as scratches on watch straps or face, cracks from dropping your accessory. Watch batteries are not covered under the One Year Limited Warranty and will need to be replaced approximately once a year.
7 Billing
7.1 When you purchase a Product and make a payment via the Site (each such purchase, a “Transaction”), you expressly authorize us (or our third-party payment processor, if applicable) to charge you for such Transaction. We may ask you to supply additional information relevant to your Transaction, including your credit card number, the expiration date of your credit card and your email and postal addresses for billing and notification (such information, “Payment Information”).
You represent and warrant that (i) you are duly authorized and have the legal right to use all payment method(s) represented by any such Payment Information, (ii) the Payment Information is true, correct and complete, and (iii) you have sufficient funds or credit available upon your initiation of a Transaction to ensure that the purchase price will be collectible by us. When you initiate a Transaction, you authorize us to provide your Payment Information to our third-party payment processor so we can complete your Transaction and to charge your payment method for the type of Transaction you have selected (plus any applicable taxes and other charges).
You may need to provide additional information to verify your identity before completing your Transaction (such information is included within the definition of Payment Information). You should be aware that online payment transactions are subject to validation checks by our payment processor and your card issuer and we are not responsible if your card issuer declines to authorize payment for any reason. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.
