Refund policy

Return Policy

At Solara, customer satisfaction is important to us — but so is protecting our business and community from abuse. This policy is written to be clear, enforceable, and legally binding. By purchasing from us, you agree to the following terms in full.

1. Return Window & Eligibility

  • Returns must be requested within 30 calendar days of confirmed delivery (per carrier tracking).

  • To qualify:

    • The product must be unused, undamaged, unaltered, and in original packaging with all included accessories.

    • A valid receipt, order confirmation, or proof of purchase is required.

  • Returns are automatically ineligible if:

    • The wrong or incomplete shipping address was provided by the customer.

    • The product shows any signs of wear, tampering, modification, or misuse.

    • The request is made after the 30-day return period.

    • The item was purchased as part of a promotion, upsell, free gift, or marked Final Sale.

2. Mandatory Return Authorization (RMA)

  • All returns require a Return Merchandise Authorization (RMA) number.

  • To obtain an RMA, email trysolara@gmail.com with your order details.

  • Returns sent without an RMA will be refused and non-refundable.

  • Unauthorized returns received at our facility will not be processed, and no credit will be issued.

3. Proof & Documentation

To protect both parties:

  • Customers must provide photos or videos of the item before return approval.

  • Proof of shipping and tracking is required for all returns.

  • Delivery confirmation by carrier serves as final proof of delivery for all orders (used in chargeback disputes).

4. Return Shipping Responsibility

  • Unless the product arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs.

  • If Solara provides a prepaid return label, the label fee may be deducted from the refund amount.

  • Risk of loss during return shipping lies with the customer until the item is received and inspected.

5. Damaged, Defective, or Incorrect Items

  • Claims for damaged/defective/incorrect items must be submitted within 72 hours of delivery with photo/video proof.

  • Approved cases will be resolved at our discretion via replacement, store credit, or refund.

  • Failure to notify us within the 72-hour window waives eligibility for remedy.

6. Refund Process

  • Once a return is received and inspected, we will notify you of approval or rejection.

  • Refunds are processed only to the original payment method used at checkout.

  • Processing time: 7–10 business days after approval.

  • Non-refundable charges: original shipping fees, customs duties, VAT, and taxes.

  • Store credit may be issued instead of a refund if abuse is suspected or in repeat return scenarios.

7. Non-Returnable Items

  • Free gifts, promotional items, bundled offers, and upsell discounts.

  • Products obtained through subscription free trials or loyalty rewards.

  • Items designated as Final Sale.

  • Any product received outside the 30-day eligibility period.

8. Abuse & Fraud Protection

We maintain a zero-tolerance policy for abuse. Examples include:

  • Repeated returns of used items (“wardrobing”).

  • Filing false “item not received” claims when tracking shows delivery.

  • Exploiting free-gift, upsell, or promotion loopholes.

  • Initiating chargebacks without first contacting support.

⚠️ Customers engaging in abuse may face:

  • Denial of future purchases.

  • Immediate blocking from our website.

  • Submission of evidence to payment processors, credit card companies, and fraud databases.

9. Lost or Stolen Packages

  • If carrier tracking confirms delivery, Solara is not responsible for theft, loss, or misplacement.

  • For high-value orders, we recommend using a secure delivery address.

  • Customers may file claims directly with the carrier for stolen packages.

10. Governing Law & Disputes

  • This policy is governed by the laws of New York, USA.

  • All disputes are subject to binding arbitration in New York County, on an individual basis (no class actions).

  • Carrier tracking and this policy’s eligibility rules constitute final proof in any chargeback or arbitration dispute.

  • If any part of this policy is deemed unenforceable, the remainder still applies.

11. Contact Us

For all return inquiries, contact our team at:
📧 trysolara@gmail.com

We will review your request and respond as quickly as possible. Please allow up to 48 business hours for replies.