Refund and Return Policy for Solarhato

Effective Date: January 3, 2025

At Solarhato, we strive to ensure your complete satisfaction with every purchase. If for any reason you are not fully satisfied with your order, we offer a comprehensive return and refund policy. Please review the following guidelines for returns, exchanges, and refunds.

Company Information:

1. Return Eligibility

We accept returns within 30 days of the purchase date. To be eligible for a return, the following conditions must be met:

  • Condition of Product: The item must be in its original condition, unused, and in the original packaging. We cannot accept returns on products that have been damaged, used, or altered.
  • Receipt or Proof of Purchase: You must provide a valid receipt or order confirmation when initiating a return. This helps us verify your purchase and process the return promptly.

2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@solarhato.com or by phone at (770) 836-1361 within 30 days of receiving your product. Please provide your order number and the reason for the return.
  2. Return Authorization: Once your return request is approved, we will issue you a Return Authorization (RA) number and provide instructions on how to return the item.
  3. Return Shipping: You are responsible for the return shipping costs, unless the product is defective, damaged, or there was an error on our part. We recommend using a trackable shipping service or purchasing shipping insurance for items over $50, as we cannot guarantee receipt of your returned item.

3. Refunds

Once we receive and inspect the returned item, we will process your refund. The refund will be issued to the original payment method used for the purchase. Please note:

  • Processing Time: Refunds are typically processed within 5-7 business days after we receive your return. It may take an additional 5-7 business days for the refund to appear in your account, depending on your payment provider.
  • Partial Refunds: In some cases, such as if the product is returned in a condition other than original or with missing parts, a partial refund may be issued.

4. Exchanges

At this time, we do not offer direct exchanges. If you would like a different product, you must return the original item for a refund and place a new order for the desired item. Please follow the standard return procedure as outlined above.

5. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 7 days of receiving the product. We will provide a prepaid return label and issue a full refund or replacement, depending on your preference.

  • Documentation: Please provide clear photos of the damaged or defective item and the packaging it came in. This helps us understand the issue and process your return more efficiently.
  • Replacement Policy: If you prefer a replacement, we will ship the same item (subject to availability) at no additional cost to you.

6. Non-Returnable Items

Certain items are not eligible for return. These include:

  • Gift Cards: These are non-returnable and non-refundable.
  • Custom or Personalized Items: If an item was custom-made or personalized, it cannot be returned unless there is a defect in the product.

7. Shipping Charges

  • Original Shipping Charges: Shipping fees are non-refundable, except in cases of damaged, defective, or incorrect items.
  • Return Shipping Charges: Unless the item is defective or there was an error with your order, you are responsible for the cost of return shipping. Please keep proof of return shipping in case you need to track the return.

8. Cancellation Policy

If you wish to cancel your order, please contact us as soon as possible. We can only cancel orders that have not yet been processed or shipped. If your order has already shipped, you must follow the return process upon receiving the item.

9. Changes to the Return Policy

We reserve the right to update or modify our return and refund policy at any time. Any changes will be posted on this page, and the revised policy will become effective immediately.

10. Contact Us

If you have any questions or need assistance with a return or refund, please do not hesitate to contact our customer service team:

Thank you for shopping with Solarhato! We appreciate your business and are committed to ensuring your satisfaction.