Refund policy
Thank you for visiting our store!
At solterrabrand.us, we want you and your pet to be completely satisfied with every purchase. If you are not entirely satisfied with your order, we are happy to assist you.
This policy outlines the specific procedures and regulations regarding returns, exchanges, and refunds.
1. **Return Period:** Customers may request a return within 30 days of receiving their order. If more than 30 days have passed since the shipping date, we may not be able to provide a refund or exchange.
2. **Return Eligibility:** To be eligible for a return, the item must meet the following conditions: the item must be unused and in its original condition; the item must be returned in its original packaging; all accessories and accessories must be returned; proof of purchase or order number must be provided. Items that do not meet the above requirements may not be eligible for a refund.
3. **Non-Returnable Items:** For safety or hygiene reasons, certain items are not eligible for return, including: used items; opened and/or tried items; items damaged due to improper use; clearance or "Final Sale" items; and gift cards. If you are unsure whether your item qualifies for return, please contact our customer service team.
4. **Damaged or Wrong Items:** If you receive a damaged, defective, or incorrect item (due to a shipping error), please contact us within 7 days of receiving the item. Please provide the following information: your order number; photos of the item; and photos of the packaging (if available). After review and verification, we will provide one of the following solutions: replacement; or a full refund. —None of these services incur additional charges.
5. **Exchange Service:** Currently, we only offer exchanges in the following situations: defective items; items damaged in transit; or incorrect items received (shipping error). If you wish to exchange the item for a different style or model, we recommend returning the original item first and then reordering the desired item. 6. **Return Process:** To request a return, please contact our customer service team at support@solterrabrand.us. Please provide your order number and the reason for the return. Our team will provide you with detailed return instructions and a return address. Please ensure that you use a shipping method that includes tracking when returning the item. We may not be able to accept items returned without prior authorization. Return Address: No. 3-72, Dongji Village, Duqiao Town, Linhai City, Taizhou City, Zhejiang Province, China 317016
6. Return Shipping Costs: Unless any of the following conditions are met, return shipping costs are the responsibility of the customer: the item is defective; the item is damaged in transit; or we sent the wrong item. Once the order has been shipped, the original shipping cost will not be refunded.
7. Refund: After we receive and inspect your returned item, we will notify you of the approval result (approved or rejected) of your refund request. If your request is approved: the refund will be returned to your original payment account. Refund processing typically takes 7 business days. Please note that your bank or payment service provider may require additional time to credit the refund to your account.
8 Contact Us: If you have any questions regarding returns or refunds, please feel free to contact us.
Taizhou Tanmi Glasses Co., Ltd.
Tel: +86 15356571763
Email: support@solterrabrand.us
Address: No. 3-72, Dongji Village, Duqiao Town, Linhai City, Taizhou City, Zhejiang Province, China 317016
Service Hours: Monday to Friday 9:00 AM – 6:00 PM