Refund policy

We stand behind the quality of our products and want you to love your purchase.
Our Concierge Support Team is available to assist with any questions or concerns.

Return Eligibility

We accept returns or exchanges within 30 days of the delivery date (based on carrier tracking) if the item is:

  • Unused and unaltered

  • In original condition

  • In original packaging

Returns after 30 days are covered under your free extended 1000-day warranty.

How to Start a Return/Exchange

Email suport with:

  • Your order number (from your confirmation email)

  • Reason for return or exchange

  • Photos if relevant (required for damaged/defective items)

All returns must be approved before they are shipped back.

Return Shipping

  • Customers are responsible for return shipping costs.

  • Items must be sent to the return address provided by our team.

  • For items valued over $75, we recommend using a trackable shipping method.

  • We cannot process returns that we do not receive.

Refunds

Once your return is received and inspected:

  • You will receive an email with approval or rejection.

  • Approved refunds are issued to the original payment method.

Late or Missing Refunds

Banks may take 2–3 business days to process refunds.
If you do not see the refund after this time, email support.

Damage Reporting Window

Damage or defects resulting from shipping must be reported within 48 hours of delivery (using the carrier timestamp).

Required Evidence

Please provide:

  • Photos or video of the damage

  • Photos of the packaging

  • Your order number

Warranty

SOLACE warrants select products against mechanical or electrical defects for 1000 days from the original delivery date.

Covers

  • Internal electrical failures

  • Switch or light mechanism failures

  • Manufacturing defects in materials or workmanship

Does Not Cover

  • Accidental damage or misuse

  • Cosmetic imperfections or wear

  • Water exposure

  • Loss, theft, or external forces (fire, power surge, etc.)

Warranty Resolutions

Please see the dedicated warranty page for more information.