REFUND AND RETURNS POLICY

At SOLACE, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, our Refund and Returns Policy explains how to request a return or refund.

If you have any questions, please contact us at info@solacedk.com.

1. 30-Day Money-Back Guarantee

SOLACE offers a 30-day money-back guarantee.

If you are not satisfied with your purchase, you may contact us within 30 days of receiving your order to request a return or refund, subject to the conditions set out in this policy.

To start a request, please email info@solacedk.com with your order number and a brief explanation of your request.

Our 30-day money-back guarantee is an additional benefit and does not replace or limit any statutory rights you may have under applicable consumer law.

2. Return Eligibility

To help us process your return, we ask that products be returned, where reasonably possible:

• In their original condition.

• With original packaging and included accessories, where available.

• With proof of purchase or a valid order number.

Please contact us before returning an item so that we can provide the appropriate return instructions.

Certain products may be subject to specific return conditions or legal exceptions, including items that are personalised, perishable or sealed goods that cannot legally be returned for health protection or hygiene reasons once unsealed.

Nothing in this section affects your statutory rights regarding faulty, damaged or incorrectly supplied products.

3. How to Request a Return

To request a return, please follow these steps:

Step 1: Email info@solacedk.com within the applicable return period.

Step 2: Include your order number, the product you wish to return and the reason for your request.

Step 3: Wait for our response with the relevant return instructions and return address.

Step 4: Package the product securely and follow the instructions provided by our customer support team.

Please do not send products to an address that has not been confirmed by our team.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return and the applicable legal requirements.

For a change of mind or a return under our voluntary 30-day money-back guarantee, the customer may be responsible for the return shipping costs where this has been clearly communicated and is permitted by law.

If an item is faulty, damaged, incorrectly supplied or otherwise does not meet the requirements of applicable law, SOLACE will meet the return shipping costs where legally required.

Please contact us before arranging a return so that we can explain the applicable procedure and costs.

5. Refund Eligibility

Refunds may be available in the following circumstances:

• You make an eligible request under our 30-day money-back guarantee.

• Your order is cancelled and a refund is due.

• Your product arrives faulty, damaged or incorrect.

• You exercise a statutory cancellation or other refund right under applicable consumer law.

All requests will be assessed in accordance with this policy and applicable law.

We will not use this policy to exclude or restrict any consumer rights that cannot legally be excluded or restricted.

6. Refund Processing Time

Once your refund has been approved and becomes due, we will process it in accordance with applicable law.

Refunds are generally issued to the original payment method.

Please allow up to 10 days for the refunded amount to appear in your bank account after the refund has been processed. The exact timing depends on your payment provider, card issuer or bank.

This 10-day estimate refers to the time the money may take to appear in your account. It does not extend any statutory deadline for issuing a refund.

If you have not received your refund after the stated period, please check with your bank or payment provider first. If the amount is still missing, contact us at info@solacedk.com.

7. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or different from what you ordered, please contact us at info@solacedk.com.

Please include:

• Your order number.

• A description of the issue.

• Photographs of the product or packaging, where appropriate.

We will review your request and explain the available options, which may include a replacement, repair, refund or another remedy as required by applicable law.

You will not be required to pay return shipping costs where SOLACE is legally responsible for those costs.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at info@solacedk.com.

We will try to accommodate cancellation requests before an order is processed or dispatched, but cancellation may not always be possible once fulfilment has begun.

If your order has already been dispatched, you may still have statutory cancellation rights or other rights under applicable consumer law.

For eligible online purchases, UK consumers generally have a statutory cancellation period of 14 days from the day after receiving the goods, subject to applicable exceptions.

Where a statutory cancellation applies, you must notify us of your decision within the relevant period. You will generally then have a further 14 days to return the goods.

9. Exchanges

If you would like to exchange a product, please contact info@solacedk.com before returning it.

Exchanges are subject to product availability and our confirmation of the appropriate procedure.

If an exchange is unavailable, we will explain any alternative options available to you, without affecting your statutory rights.

10. Non-Returnable Items

Some products may not be eligible for return under our voluntary returns policy, where this is lawful. Examples may include:

• Personalised or custom-made items.

• Perishable goods.

• Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, where the relevant legal exception applies.

These exclusions do not remove any rights you may have if a product is faulty, misdescribed or otherwise subject to a statutory remedy.

11. Contact Us

For all refund, return, exchange and cancellation enquiries, please contact:

SOLACE Customer Support

Email: info@solacedk.com

Please include your order number in your email so that we can assist you as efficiently as possible.

Thank you for shopping with SOLACE.