Return & Refund Policy
Solacese
At Solacese, your satisfaction and transaction security are our absolute priorities. Because our product inventory consists of premium, high-ticket residential infrastructure, home equipment, and appliances, our return operations are governed by commercial freight logistics standards.
Return Window
You have the right to initiate a return request within 30 days from the official delivery date documented by the freight carrier.
How to Return an Item
Returns are processed by mail, and our support team will guide you through every step. Whether you prefer a refund or an exchange, simply contact us at: info@solacese.shop
Product Condition & Eligibility
To qualify for a valid return and full refund:
- Unused & Unassembled: Items must be completely unused, unassembled, and structurally unmodified.
- Original Packaging: Items must be secured within their original manufacturer packaging, crates, or pallets with all original hardware and instruction manuals included.
Non-Returnable Items: We cannot accept returns for heavy equipment or structural kits that have been partially or fully assembled, or items showing signs of use.
How to Initiate a Return (Freight Logistics)
Because certain larger products cannot be returned via standard postal mail, all returns require specialized freight coordination:
- Contact Logistics: Submit your return request alongside your original invoice to our compliance desk at info@solacese.shop
- Freight Bill of Lading (BOL): Our team will issue a specialized Freight Bill of Lading (BOL) and coordinate a designated freight carrier pick-up date at your location.
Restocking Fees
We believe in total commercial transparency. We charge No Restocking Fees ($0.00) for items returned in eligible, original condition.
Return Shipping Cost Responsibility
- Defective or Damaged Items: If an item arrives structurally defective or transit-damaged, Solacese covers 100% of the return freight shipping costs.
- Customer Remorse / Changed Mind: For standard returns (e.g., product does not fit layout, buyer changed mind), the customer is responsible for the actual freight return shipping costs, which will be deducted from the final refund.
Handled with Care
Every return is processed carefully to ensure speed, accuracy, and reliability. Your feedback helps us improve our service.
Inspection, Refund & Exchange Timeline
- Receiving & Structural Audit: Once the freight carrier returns the cargo to our manufacturing partner’s hub, the inventory undergoes a safety and completeness inspection (typically within 3–5 business days).
- Refund Processing: Approved returns will be refunded directly to your original payment method within 7 business days of inspection approval.
- Exchanges: For transit-damaged components, structural replacement parts or entirely new units will be dispatched via priority freight as soon as the carrier damage log is verified.
Need Assistance?
Our support team is available anytime:
Need Help With Your Order?
Our customer support team is available 24/7 to assist you: