Refund policy
At Solen Lights, we want you to feel confident when shopping with us. If you are not satisfied with your purchase or something has gone wrong with your order, please contact us and we will be happy to assist you.
Returns
We accept eligible returns within 30 days of delivery.
To request a return, please contact us at support@solenlights.com with your order number and details of the item you wish to return.
Once your return request has been reviewed, we will provide you with return instructions and the appropriate return address.
Please do not send items to our company mailing address unless specifically instructed to do so by our customer service team.
14-Day Right of Withdrawal
If you are a consumer in the European Union or European Economic Area, you generally have the legal right to withdraw from an eligible online purchase within 14 days of receiving your order, without giving a reason.
To exercise this right, you must notify us within the 14-day withdrawal period. After notifying us, you must return the goods within 14 days.
During the withdrawal period, you may inspect the product as you would reasonably be able to do in a physical store. You may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Certain exceptions to the right of withdrawal may apply under applicable consumer law, including certain personalised or made-to-order products.
Your statutory consumer rights are not affected by our additional 30-day return policy.
Change of Mind Returns
For eligible change-of-mind returns made under our additional 30-day return policy, items must be returned in their original condition and should include all original components and accessories.
Unless applicable consumer law requires otherwise, the customer is responsible for the cost of returning a change-of-mind item.
We strongly recommend using a tracked shipping service and retaining proof of postage until your return has been completed.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective or you receive the wrong product, contact us as soon as possible at support@solenlights.com.
Please provide your order number, a description of the issue and, where appropriate, clear photographs of the product and packaging.
Once the issue has been reviewed, we will provide an appropriate remedy in accordance with applicable consumer law. This may include a repair, replacement, price reduction or refund, depending on the circumstances.
Where a return is required because an item is damaged, defective or incorrect, we will cover the reasonable return shipping costs.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at support@solenlights.com.
If your order has not yet been processed or dispatched, we will make every reasonable effort to cancel it.
If the order has already been dispatched, you may request a return after receiving it in accordance with this policy and any statutory rights applicable to your purchase.
Orders That Have Not Arrived
If your order has not arrived within the expected delivery period, please contact us.
We will review the tracking information and, where necessary, investigate the shipment with the carrier.
We remain responsible for the goods until they are delivered to you or to a person designated by you, except where you independently arrange your own carrier where permitted by applicable law.
Where an order is confirmed as lost or cannot be delivered, we will provide an appropriate remedy in accordance with applicable consumer law.
Return Shipping Costs
Damaged, defective or incorrect items:
We will cover reasonable return shipping costs where a return is required.
Change-of-mind returns:
The customer is responsible for return shipping costs unless applicable consumer law requires otherwise.
Please contact us before returning any product so that we can provide the correct return instructions.
Refunds
Once your return has been received and inspected, we will notify you regarding your refund.
Approved refunds will be issued to the original payment method, unless otherwise agreed or required by law.
For customers exercising a statutory right of withdrawal, refunds will be processed within the timeframe required by applicable consumer law. We may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, where permitted by law.
Where required by law, the refund will also include the cost of the least expensive standard delivery method offered for the original order. Additional delivery costs resulting from your choice of a more expensive delivery method are not refundable unless required by law.
After a refund has been issued, your bank or payment provider may require additional time for the funds to appear in your account.
Exchanges
If you would like to exchange an eligible item, please contact us at support@solenlights.com.
Our customer service team will provide instructions based on the product and circumstances of your request.
Exceptions
Certain products may be excluded from change-of-mind returns where permitted by applicable law, including products that are:
- Made to order or clearly personalised
- Otherwise excluded from withdrawal rights under applicable consumer protection law
These exceptions do not remove any statutory rights you may have if a product is faulty, damaged, incorrectly supplied or not as described.
Return Address
Please contact support@solenlights.com before returning an item.
The appropriate return address and instructions will be provided after your return request has been reviewed.
Do not send returns to our company mailing address unless our customer service team specifically instructs you to do so.
Legal Rights
Nothing in this policy is intended to exclude, restrict or replace any mandatory consumer rights available to you under applicable law.
Where mandatory consumer protection law provides greater rights than this policy, those legal rights will apply.
Contact Us
If you have any questions about returns, refunds or cancellations, please contact us:
Solen Lights
Customer Support: support@solenlights.com
Phone: +1 (904) 865-1512
Company name: AUREN COMMERCE INC.
Mailing Address:
7901 4TH ST N, STE 300
ST PETERSBURG, FL 33702
United States
Corporate Email: aurencommerceinc@gmail.com