Refund policy
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    • Refund policy

    Solaci Home - Returns & Refunds Policy

    At Solaci Home, we are committed to ensuring your satisfaction with our premium wellness products and aim for a seamless shopping experience. We understand that sometimes cancellations or returns are necessary, and we have established the following policy to address these situations.

    1. Order Cancellations (Before Shipment)

    • Cancellation Window: You may request to cancel your order for most items up until the point it has been shipped.

      • Exception: Custom-made, made-to-order, or special-order products (including but not limited to Dundalk LeisureCraft products) cannot be cancelled once the order has been placed with the manufacturer and production has begun. Please inquire if you are unsure if your item falls into this category.

    • Cancellation Fees (Pre-Shipment):

      • If you request to cancel your order after your payment has been processed but before the order has shipped, a fee will be deducted from your refund. This fee covers direct, non-refundable costs incurred by Solaci Home in initiating and processing your order. These costs include, but are not limited to:

        • Non-refundable payment processing charges (typically ranging from 3% to 5% of the transaction value, though this can be higher for certain payment methods like some "buy now, pay later" services or international transactions). These fees are retained by the payment processor and are not refunded to Solaci Home.

        • Non-refundable fees for third-party services utilized in processing your order, such as fraud screening, order insurance (e.g., ClearSale premiums), or other similar non-recoverable transactional expenses, if applicable to your order.

      • We will deduct the actual sum of these non-refundable direct costs incurred for your specific transaction from your refund. The total deduction for these pre-shipment cancellation costs will typically not exceed a certain percentage (e.g., 5-7%) of your order total, but we will always confirm the exact amount based on the actual non-recoverable expenses associated with your specific order.

      • To request a cancellation, please contact us as soon as possible at info@solacihome.com or call us at (888) 802-4104 with your order number.

    2. Returns (After Shipment)

    • Return Window: Our return policy extends for 30 days from the date of delivery. If more than 30 days have passed since your item was delivered, we are unfortunately unable to offer a refund or exchange.

    • Eligibility for Return: To qualify for a return, your item must meet the following criteria:

      • You must contact our customer service at info@solacihome.com to obtain a Return Authorization Number (RAN). No returns will be accepted or credited without a valid RAN.

      • The item must be unused, uninstalled, and in its original, resalable condition.

      • The item must be returned in its original packaging, including all parts, accessories, and documentation. If the order was shipped via LTL Freight, the original pallet and all shipping materials must be used for the return.

      • Proof of purchase is required.

    • Non-Returnable Items: The following items are ineligible for return:

      • Gift cards.

      • All Dundalk LeisureCraft Products (sales are final).

      • Custom-made, made-to-order, or special-order items.

      • Regular-priced items are eligible for refunds, but items on sale, clearance, or final sale cannot be refunded unless defective or otherwise indicated.

      • Products that have been used, installed, assembled, or modified in any way.

      • Products not in their original condition and packaging, or that are damaged or missing parts for reasons not due to our error.

    • Return Process & Shipping Costs:

      • Initiating a Return: To initiate a return, you must first contact us at info@solacihome.com to request a Return Authorization Number (RAN) and state the reason for your return.

      • Return Authorization: Once your return eligibility is validated, we will provide you with the RAN and the specific return shipping address. Please do not send items back without an RAN or to an address not provided by us.

      • Customer Responsibility for Return Shipping: You are responsible for arranging and paying for the return shipping costs. These costs are non-refundable.

      • Original Shipping Costs: If your order was initially shipped with "Free Shipping," the actual outbound shipping cost that Solaci Home incurred will also be deducted from your refund amount.

      • Trackable Shipping & Insurance: For items exceeding $500 in value, we strongly recommend using a trackable shipping service and purchasing shipping insurance. Solaci Home cannot guarantee receipt of your returned item and is not responsible for items lost or damaged during return transit. Proof of return shipment and delivery may be required.

    • Restocking Fees:

      • Most returned items are subject to a restocking fee of 25% of the item's purchase price. This fee covers inspection, repackaging, and administrative costs associated with processing the return.

      • Restocking fees will be deducted from the total refund amount.

    3. Refund Process

    • Inspection: Upon receiving your authorized return at the correct address, our warehouse team will inspect the item(s) to ensure they meet the eligibility criteria (unused, original condition, original packaging, all parts included, etc.). This inspection process may take 5-7 business days.

    • Approval/Rejection: We will send you an email to notify you of the approval or rejection of your refund based on the inspection.

      • If approved, your refund will be processed. The refund amount will be the original item price minus applicable cancellation fees (if any), original outbound shipping costs (if "free shipping" was applied), and restocking fees. (Note: Return shipping costs paid by the customer directly to the carrier are not part of this calculation by Solaci Home).

      • A credit will be automatically applied to your original method of payment. Please allow 3-7 business days for the credit to reflect on your statement, depending on your card issuer's policies.

    • Partial Refunds: Partial refunds may be granted in certain situations (at Solaci Home's sole discretion), such as for items not in their original condition, damaged during return transit due to improper packaging by the customer, or missing parts for reasons not due to our error.

    • Late or Missing Refunds:

      • Credits or refunds may take 3-7 business days from the date of processing to reflect on your statement of account. If you haven’t received your refund after this period, please follow these steps:

        1. Check your bank account again.

        2. Contact your credit card company, as it may take some time before your refund is officially posted.

        3. Next, contact your bank. There is often some processing time before a refund is posted.

      • If you’ve done all of this and you still have not received your refund, please contact us at returns@solacihome.com.

    4. Damaged or Missing Items Upon Delivery

    • Inspect Thoroughly Upon Arrival: It is crucial to inspect your order immediately upon delivery for any visible damage to the packaging or items, and to verify all parts are present according to the Bill of Materials (BOM) or packing list.

    • Reporting Damage:

      • If you notice damage, make a clear note of the damage on the Bill of Lading (BOL) or delivery receipt before signing it. Write "Package Damaged - Possible Concealed Damage" if the contents cannot be immediately inspected.

      • Take clear photographs of the damaged packaging and/or items.

      • Report any damage or missing items to Solaci Home at info@solacihome.com within 24 hours of delivery. Include your order number, a description of the issue, photos, and a copy of the signed BOL with your notations.

      • Please retain all original packaging (including shipping pallet, if applicable) until the issue is resolved, as it may be needed for a return or claim.

    • Resolution: We will work with you to file a claim with the shipping carrier and/or arrange for replacement parts or a replacement item as per the manufacturer's warranty and our policies. Solaci Home cannot be held responsible for the cost of repairs or replacement if damage is not noted on the BOL or reported within 24 hours.

    5. Exchanges

    • We only replace items if they are defective or damaged upon arrival and reported according to the terms in Section 4. If you need to exchange a defective or damaged item for the same item, please email us at info@solacihome.com.

    6. Disputing Charges

    • We encourage you to contact us directly at info@solacihome.com or (888) 802-4104 to resolve any concerns or discrepancies before disputing a charge with your bank or credit card company. We are committed to working with you within the framework of our stated policies to find a fair resolution.

    • Fraudulent chargebacks or chargebacks initiated without prior communication to resolve an issue may be treated as theft and pursued accordingly.

    7. Customer Agreement

    • By placing an order with Solaci Home, you acknowledge that you have read, understood, and agree to be bound by our Returns & Refunds Policy, Shipping Policy, Price Match Guarantee, and overall Terms of Service.

    For any further questions regarding our Returns & Refunds Policy, please contact us.