Return and Cancel Policy

At SoluLume, we are committed to providing the best possible service to our customers. If you need to cancel an order or return a product, we will do our best to accommodate your request.

Order Cancellation :

Please note that we can only accept order cancellations within 2 hours of placing the order. If you need to cancel an order, please contact our customer service team as soon as possible with your order number and reason for cancellation.

If your cancellation request is received within 2 hours of placing the order, we will do our best to cancel the order before it is processed and shipped. If the order has already been processed or shipped, we cannot guarantee that the cancellation will be successful.

Please note that if an order has been shipped before cancellation, you will be responsible for returning the product in its original condition and paying for any shipping fees associated with the return.

Product Returns :

Please note that our return policy only covers returns for products with quality-related problems, such as damaged packaging or functionality issues. Please read the following guidelines to ensure a smooth return process:

  1. Eligibility: To be eligible for a return, your item must have a quality-related issue, such as:

    a. Damaged packaging that compromises the product's integrity or safety b. A malfunction or defect that affects the product's functionality

  2. Return Period: You must initiate a return within 30 days after receiving your product. Unfortunately, we cannot accept returns for quality-related issues beyond this timeframe.

  3. Proof of Purchase: Please provide a valid proof of purchase, such as a receipt or order confirmation, when requesting a return.

  4. Return Request: To initiate a return, please contact our Customer Support team at contact@solulume.com. Provide your order number, a detailed description of the issue, and any relevant photos or videos to help us assess the problem.

  5. Inspection and Approval: Once we receive your return request, our team will review the information and, if necessary, request additional details. If your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and instructions for returning the product.

  6. Shipping: You are responsible for shipping costs related to the return of your item. They are non-refundable. If you receive a refund, the return shipping cost will be deducted.

  7. Refunds or Exchanges: Upon receiving and inspecting the returned product, we will notify you of the approval or rejection of your return. If approved, we will either issue a refund to your original payment method or provide an exchange, based on your preference and product availability.

*If you are shipping an item worth more than €75, we recommend that you use a tracking service or have your shipment insured. We do not guarantee that we will receive the returned item.

Please note that we reserve the right to reject return requests if the product does not meet the criteria outlined in this policy, or if we determine that the issue is not quality-related. If you have any questions or concerns about our return policy, please feel free to contact our Customer Support team for assistance.

Thank you for choosing SoluLume.