RETURNS
Returns & Refund Policy
Solaris Labs NY devices can be returned within 30 days of purchase, whether new or lightly used.
Conditions for Returns (Domestic):
- Good Condition: Products must be returned in good condition, with no visible scratches, damage, or wear.
- Complete Packaging: All original packaging, including cables, instructions, and accessories, must be included.
- Clean and Hygienic: Products must be clean and free from residue or stains.
Conditions for Returns (International):
- Return Shipping Costs: International customers are responsible for the cost of returning the product to our U.S. address.
- Good Condition: Items must meet the same return conditions as domestic returns (good condition, complete packaging, and clean).
Important: Items must be shipped back to us to qualify for a refund, whether domestic or international. Refusal of delivery is not eligible for a refund.
Cancellation Policy
You can change or cancel your order within 60 minutes of placing it. Use the “View Your Order” link in your confirmation email or contact us at support@solarislabny.com to make changes.
Damaged During Shipping
If your product arrives damaged during shipping:
- Save the damaged box and product(s).
- Email hi@solarislabny.com with images of the box (including the label) and the damage to process your claim.
Purchases from Authorized Retailers
We can only issue refunds for products purchased directly from www.solarislabny.com. For purchases from other retailers, please contact them directly for their return and warranty policies.
Required for Returns
- Proof of purchase (e.g., receipt or order confirmation).
- Confirmation of return terms acceptance as outlined above.
To initiate a return, email hi@solarislabny.com.
Warranty Policy (Domestic Only)
Solaris Labs will replace authentic devices eligible for warranty service with merchandise of equal or better quality. All new devices include:
- A 30-day money-back guarantee covering satisfaction.
- A 1-year warranty covering manufacturer-related defects from normal use.
Warranty Replacement Turnaround Time:
Warranty replacements typically take 15 business days to process, but times may vary depending on inventory and circumstances.
Warranty Exclusions:
This warranty does not apply if the product has been subject to:
- Accidents such as dropping or breaking.
- Misuse or mishandling.
- Improper maintenance or repair.
- Unauthorized modification or any other use not specified in printed instructions.
To initiate a warranty claim, email hi@solarislabny.com.
LED OOO Dad Hat: 60-Day Extended Return Policy
We understand that achieving visible hair growth takes time. To support your journey, we’ve extended our return policy for this product to 60 days from the date of purchase.
- Usage Recommendation: Use the LED Dad Hat for 10-minute sessions daily over 16 weeks to evaluate its effectiveness.
- Return Conditions: The Dad Hat must be returned in good condition with all original packaging, accessories, and no visible damage or alterations.
Returns that do not meet these criteria may not qualify for a refund.
International: Returns and Refusal of Delivery
Returns:
- International customers can return their item within 30 days of receipt.
- The customer is responsible for return shipping costs and must ensure the product meets return conditions.
Refusal of Delivery:
- If a customer refuses delivery, the package will be returned to us at a penalty cost. We do not refund items refused at delivery.
- To qualify for a refund, the item must be accepted, then shipped back to us. Once received and inspected, a refund will be issued for the product cost only (less any original shipping fees).
Refunds for Original Shipping Fees
- Refunds will cover the cost of the product only.
-
Original shipping fees will not be refunded if an express method was chosen. As per EU law:
“The seller is obliged to reimburse standard delivery charges only. Express delivery charges are not eligible for refund.”
General Notes for International Customers
- Contact your local customs office prior to purchase to understand potential duty fees, taxes, and brokerage fees associated with importation.
- Delivery times are approximate and subject to weather, COVID, or other unforeseen disruptions.
- If you encounter shipping issues, contact your shipping carrier directly before reaching out to us.
For any further inquiries or assistance, please email hi@solarislabny.com. We’re here to help!