Return and exchange policy

Welcome to Solanirta (hereinafter referred to as “we”, “us”, or “our”). This Return and Exchange Policy is designed to clearly explain the applicable conditions and procedures, ensuring a smooth and transparent after-sales experience for all customers.

1. Return and Exchange Period

You may request a return or exchange within 30 days from the date of delivery. Requests submitted after this period cannot be processed. We recommend inspecting your items promptly upon receipt.

2. Conditions for Returns and Exchanges

Return or exchange requests may be accepted under the following circumstances:

• The product has visible appearance defects or damage;
• The product has quality-related defects or functional issues affecting normal use;
• The product has an unusual odor, significant color difference, or other abnormal conditions;
• The received item does not match the order details (wrong item or missing item);
• A return is requested without a specific reason, provided the product remains unused, in its original condition, and suitable for resale.

3. Return Process

1. Contact us via email or phone and provide the following information:
   • Order number
   • Proof of payment (if applicable)
   • Reason for return
   • Relevant photos or videos (if applicable)
2. Our customer support team will review your request. If approved, we will send you the designated return address and return instructions.
3. Please ship the item to the provided address using proper packaging and retain the tracking information until processing is completed.
4. After we receive and inspect the returned item, if it meets the stated conditions, a refund will be arranged accordingly.

4. Exchange Process

1. Contact us with your order number, proof of payment (if applicable), exchange reason, and supporting photos or videos.
2. If approved, you will receive the designated return address and exchange instructions.
3. Please send the item back to the specified address and wait for confirmation of receipt and inspection.
4. After inspection confirms eligibility, a replacement item will be shipped within 1–3 business days. Actual delivery times may vary depending on logistics conditions.

5. Refund Processing

Once the returned item has been received and inspected, eligible refunds will be issued to the original payment method (Visa, MasterCard, etc.). Refunds are typically credited within 1–5 business days, depending on your bank or card issuer’s processing time. If the refund is not received within this timeframe, please contact us for assistance.

6. Shipping Cost Responsibility

• If the return or exchange is due to product defects, quality issues, unusual odors, significant color differences, or receiving an incorrect item, return shipping costs will be covered by us.
• If the return or exchange is requested without a specific reason (change of mind), return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Returns and exchanges apply only to purchases made through our official online store. We are not responsible for issues caused by improper use, unauthorized modifications, or improper storage after delivery. Please ensure that all submitted information is accurate and complete to support timely processing of your request.

8. Return Label

A return label may be included inside the package for certain orders. If a return label is provided, please attach it securely to the parcel when sending items back to help ensure accurate identification and proper processing.

9. Contact Information

Address: 1405 Embercrest Drive, Midlothian, TX 76065, United States
Customer Service Phone: +1 (516) 668-3675
Email: solutions@solanirta.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)