Returns and Cancellations Policy 2025

 

We make every effort to ensure that your purchase suits your intended and stated purpose and that it arrives in good order, in a reasonable amount of time. 

If for any reason you are not happy, we ask that you immediately email or call us to discuss the issue.

 

Returns policy:

 

1. Goods that may be returned

Goods found to be damaged, faulty, or not fit for the purpose sold, may be returned within an expiry period of 30 days.  After 30 days, we are not obliged to accept any return or exchange.

To be eligible for a return, the items must be unused and in the same condition that you received them, and returned in the original packaging, together with a copy of the original receipt or proof of purchase.

Goods specifically ordered in or obtained for you or made for you, cannot be returned.

Goods that have been modified by you in any way cannot be returned.

Cancellations of projects ordered will incur a cancellation fee to cover administration costs.  These costs may cover design work costs specific to the project, transportation, time on site, inward freight, return freight, restocking costs, and delivery costs.  Equipment specifically made or ordered for the project will be charged for, whether delivered or not.   A 15% cancellation fee may be charged for all canceled projects after the 10-day cooling-off period.

 

2. Exchanges

We gladly exchange items that are found to be unsuitable, the wrong size, defective or damaged.  Please advise us by email immediately, explaining the problem, to vic@solazone.com.au or qld@solazone.com.au.  We do our best to provide a fast resolution however sometimes contacting the supplier may be necessary, and this can take time.

 

3. Sale items

Sale items cannot be returned.  Only regular-priced items may be returned.

 

Refunds:

Refunds will only be issued, at our option, for products that have been supplied and then found to be unfit for the described purpose, or arrive damaged.  In most cases, a replacement of the missing or damaged parts will be sourced for you.  Any damage caused by freight must be advised to the delivery driver at the time of delivery, otherwise, a damage claim cannot be processed with the freight company.

If you simply change your mind, you may return goods in their original condition within 30 days for a store credit, subject to the conditions in (1) above.   All returned goods must be in their original packaging, and suitable for resale.

A 25% restocking fee applies to all returns.  Any damage to goods and packaging will be assessed in addition to the restocking fee.

Refunds are processed and paid within 30 days of the end of the month.

 

Return freight:

You are wholly responsible for returning any items, in good condition, to:

Solazone Victoria, 68 Highbury Road, Burwood, Vic, 3125

Solazone Queensland, 5/6 Beech Street, Marcoola, Qld., 4564

We can’t guarantee that we will receive your returned item.

Return shipping costs are non-refundable.

If you are shipping an item worth over $75, consider using a trackable shipping service, or purchasing shipping insurance.

If you are applying for a refund, return shipping costs are not paid, and a processing fee of 15% of the total invoice amount will be deducted from your refund.