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Returns & Refunds Policy

Returns & Refunds Policy

Exchange or refund policy

We guarantee 100% satisfaction. If you are unsatisfied with an item that you have purchased, you may return the item for an exchange or refund within 7 working days of receiving the order. Customers in the European Union are entitled to a statutory cooling-off period of seven business days (this period starts from the moment you receive the goods).

Please note that the following conditions apply:

  • You are responsible for paying to return the item(s) to our fulfillment center.
  • There is no additional charge when we ship your exchange items to you.
  • Shipping charges are not refunded when you return an item.  
  • Item(s) must be in new, resalable condition.
  • Certain items are non-returnable, such as personalized items and opened items.
  • If we do not have your requested exchange item on hand, we may issue a refund for your returned merchandise instead. We will make every effort to fulfill exchange requests whenever possible.
  • We are not able to fulfill exchange requests if the exchange item requested costs more than the item being returned. Because we do not store our customers credit card information on file, we are unable to charge your card for any difference in price.
  • We can only process exchanges for like-quantities.


Return Instructions

a) Securely pack your merchandise.

b) Include a typed or legibly written letter with the following information:

  • Order Number
  • Refund or Exchange
  • Reason for Return
  • Exchange Item(s) Requested (If Applicable)


c) Ship the merchandise to the returns address that is printed on your packing slip. Please make sure to secure a tracking number or delivery confirmation number for your shipment. A package reference number is required for your return or exchange to be processed in the case that it is not received by us.

d) If you do not have your packing slip or are not sure if an item is returnable, please contact us and make sure to include the following information:

  • Name
  • Order Number
  • Item(s) To Be Returned
  • Contact Information


Damaged and defective Items

If any of the items in your order have been damaged in shipping (e.g.: box is damaged, insufficient packing materials, etc.) or have a manufacturing defect, please do not return the items to us. Please hold onto the damaged or defective merchandise and contact us, including the following information:

  • Name
  • Order Number
  • Contact Information
  • Damaged Item(s)/Descritption of Defect


We will happily resolve your problem and replace your damaged or defective merchandise for you! In some cases we may request proof.

Please note, that you should check the shipped item when you receive it.



Refunds

Most refunds and exchanges are processed within two weeks of the return shipment being received at Solaris Botanicals. However, please understand that exchange processing times may vary depending on the season and the exchange products availability. During Christmas, exchanges may take up to one billing cycle to process. Before contacting us, please verify that your returned item is eligible for an exchange or refund.

If you have returned an eligible item and have not received your refund or exchange item within three weeks of the item(s) arrival to us, please contact us and make sure to include the following information:

  • Order Number Item(s)
  • Returned For A Refund Or Exchange?
  • Exchange Item Requested (If Applicable)
  • Tracking Information for the Returned Item(s)
  • Offers And Promotions


All offers and promotions are not intended to be used in combination unless otherwise specified.