Refund policy

    For hygiene and quality reasons, we do not accept change-of-mind returns or exchanges on used items.

    1. Faulty or Damaged Items 

    If your order arrives faulty or damaged, please email hello@soular.au within 24 hours of delivery and include:

    •  Your order number
    •  A brief description of the issue
    •  Clear photos or a short video showing the fault

    If your claim is approved for inspection, we’ll provide a Return Authorisation and return instructions.
    After assessment, if a manufacturing defect is confirmed, we will send a replacement at no cost.
    If a replacement is not available, we will issue a full refund to your original payment method.

    Items showing signs of use, neglect, improper care, or damage not consistent with a manufacturing defect will not qualify for replacement or refund.

    2. No Change-of-Mind Returns or Exchanges

    We do not offer refunds or exchanges for change of mind, incorrect selection, or buyer’s remorse.
    If you wish to purchase a different colour or product, please place a new order.

    3. International Orders (faults only)

    We ship to selected international destinations. Delivery times vary by country and customs.
    Due to high freight costs, we do not accept international returns unless a manufacturing defect is confirmed.

    For international fault claims:

    •  Contact hello@soular.au within 24 hours of delivery with your order number and clear photos/video.
    •  If a fault is confirmed, we will provide a replacement or store credit at no cost.

    International customers are responsible for any import duties, taxes, or customs fees charged by local authorities.

    4. Non-Returnable Items

    For hygiene and safety reasons, products that show any signs of wear or use, or have been removed from protective packaging, are not eligible for return.

    5. Order Cancellations or Changes

    Need to cancel or change an order? Email hello@soular.au immediately.
    We may be able to update or cancel it if it has not yet shipped.
    Once dispatched, orders cannot be modified or cancelled.

    For all enquiries: 📩 hello@soular.au


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