Refund & Return policy

Thank you for shopping at solacetly.com. We are committed to providing quality products and reliable customer service. We understand that sometimes a purchase may not meet your expectations, and we aim to make the return, exchange, and refund process as clear and straightforward as possible.

Please review the following policy before requesting a return, exchange, or refund.

1. Return & Exchange Window

We accept return and exchange requests within 30 days of receiving your order.

To be eligible, you must contact our customer support team within this 30-day period. Requests submitted after the return window has expired will not be accepted.

2. Return Eligibility

To qualify for a return or exchange, the following conditions must be met:

• Products must be unused, in their original condition, and returned with their original packaging.

• Products that have been damaged, altered, or are no longer in resellable condition are not eligible for return, except where the issue resulted from our error or the product arrived damaged or defective.

• A valid receipt or proof of purchase is required.

These conditions apply to eligible products across our store, including household essentials, lifestyle accessories, personal care items, and other general merchandise.

3. How to Request a Return

To initiate a return or exchange, please contact our customer support team at support@solacetly.com.

When submitting your request, please provide:

• Your order number

• The reason for your return or exchange

• Relevant photos or videos of the product, where applicable

Our support team will review your request and provide return instructions once it has been approved.

Please do not send any products back without receiving return authorization and instructions from our customer support team. Unauthorized returns will not be accepted.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Customer-Initiated Returns

If you wish to return an eligible product for personal reasons, you will be responsible for the return shipping costs. Shipping fees may vary depending on your selected courier and shipping method.

Return shipping costs are paid separately by the customer and will not be deducted from the approved refund amount.

Returns Due to Our Error

If you receive a damaged, defective, or incorrect product due to our error, return shipping will be provided at no additional cost to you.

5. Damaged or Defective Products

We recommend inspecting your order as soon as it arrives.

If your product arrives damaged or defective, please contact us at support@solacetly.com within 48–72 hours of delivery.

When reporting an issue, include your order number, a description of the problem, and clear photos or videos showing the damage or defect, if available.

Our customer support team will review the information and assist you with the appropriate resolution.

6. Exchanges

If you would like to exchange a product, please indicate your exchange request when contacting our customer support team.

All exchanges are subject to product availability. Our team will review your request and provide further instructions based on the product and the reason for the exchange.

7. Order Cancellations

Orders may be canceled before they have been shipped or processed for fulfillment.

Because order processing may begin shortly after a purchase is placed, we recommend contacting us as soon as possible if you need to request a cancellation.

Once an order has been shipped, it can no longer be canceled. However, you may request a return after delivery in accordance with our return policy.

For cancellation requests or order-related concerns, please email support@solacetly.com with your order details.

8. Incorrect Items Received

If you receive an incorrect product, please contact our customer support team so we can assist you.

Depending on your preference, you may choose to:

• Keep the incorrect product and receive a partial refund.

• Return the incorrect product and request the correct item.

Once we receive the returned product, we will arrange shipment of the correct item or process a full refund, as applicable.

Return shipping costs associated with an incorrect item sent due to our error will be covered by us.

9. Refund Processing

Once your returned product has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 5–7 business days.

Please note that your bank or credit card provider may require additional time to process and reflect the refund in your account.

If your refund has not appeared more than 7 business days after approval, please contact support@solacetly.com for assistance.

10. Return Address

Please do not send returned products to our company or business address unless specifically instructed by our customer support team.

The correct return shipping address and relevant instructions will be provided after your return request has been reviewed and approved.

11. Contact Us

If you have any questions about returns, exchanges, refunds, or your order, our customer support team is here to help.