Refund policy

Return & Refund Policy

At SOLENNE, every system is prepared with care and shipped as a premium freight item. We want you to feel confident before and after your purchase. Please review the policy below before placing your order.

Return Window

We accept return requests within 30 days of delivery.

To be eligible for a return, the item must be:

  • unused

  • uninstalled

  • in its original condition

  • returned with all accessories, components, manuals, packaging materials, and protective freight packaging

  • approved by SOLENNE before being shipped back

Returns sent without prior written approval may not be accepted.

How to Start a Return

To request a return, please submit a request through the contact form on our website.

Please include:

  • your order number

  • full name

  • delivery address

  • reason for return

  • photos or videos of the product and packaging, if applicable

After reviewing your request, we will provide return instructions if the return is approved.

Non-Defective Returns

For non-defective returns, the customer is responsible for return freight costs, insurance, and any required packaging or crating costs.

Because SOLENNE systems are large premium freight products, return shipping must be arranged safely and with suitable protection. The product must arrive back undamaged and in resellable condition.

Original shipping, freight, white-glove delivery, installation, or handling charges are non-refundable where applicable.

Defective, Damaged, or Incorrect Items

Please inspect your delivery carefully upon arrival.

If your item arrives damaged, defective, or incorrect, submit a request through the contact form on our website within 48 hours of delivery with photos or videos of:

  • the product

  • the packaging

  • the shipping label

  • the visible damage or issue

If the issue is confirmed, we will work with you to arrange a repair, replacement, exchange, or refund, depending on the situation.

For approved defective or damaged-item claims, SOLENNE will cover reasonable return or replacement shipping costs where required.

Exchanges

We accept exchanges when the product is defective, damaged, incorrect, or when an exchange is otherwise approved by SOLENNE.

Because this is a premium freight product, exchanges must be reviewed and approved before any item is shipped back.

Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow time for your bank or payment provider to process the refund.

Refunds may be reduced if:

  • the product is returned used, installed, damaged, incomplete, or not in original condition

  • original freight, handling, installation, or white-glove delivery costs were incurred

  • return packaging or freight costs were required

Cancellations

Orders may be cancelled before the product has been processed for freight, prepared for shipment, or dispatched.

Once freight has been booked or the item has shipped, cancellation may no longer be possible. In that case, the order will be treated as a return request under this policy.

Items Not Eligible for Return

Returns may not be accepted for:

  • products that have been used or installed

  • products damaged after delivery due to misuse, improper installation, improper handling, or neglect

  • products returned without prior approval

  • products missing original components, packaging, or accessories

  • products that cannot be safely returned by freight

Questions

For return, exchange, or damage-related questions, please submit a request through the contact form on our website.

SOLENNE is committed to handling every request with care, clarity, and professionalism.