We are committed to ensuring your complete satisfaction with our products. If you have any concerns about your purchase, please don't hesitate to contact us at support@solarislabny.com. We are here to assist you.

For Damaged Items:

We stand fully behind our products and aim for your complete satisfaction. If you receive a damaged item, please report it within 72 hours of delivery. You can request a replacement or an exchange by sending a photograph of the damage to our support team. Please note that in some cases, a photo may not be necessary. 

Under our 1-year warranty policy, we are committed to ensuring your satisfaction with our products. If you encounter any defects within one year from the date of purchase, we are here to help by providing a product exchange or sending a replacement.

Eligibility for Warranty Service:

• Warranty Coverage: The warranty strictly covers defects in materials or workmanship under normal use. It does not cover damages resulting from misuse, accidents, unauthorized repairs, or other causes not arising from defects in material or workmanship.
• Proof of Purchase: Please provide a valid proof of purchase when requesting warranty service.
• Video of Damage/Issue: Please provide a brief but detailed video of the issue you are experiencing so we can determine if it is a defect or needs troubleshooting. The video should capture item being plugged in, charging, then unplugging it and attempting to turn it on all in the frame if it is a functional issue. If it is physical the video needs to show clearly where the damage is. 

Limitations of Service:

• Geographical Restriction: We only ship replacement products to addresses within the United States. Unfortunately, we are unable to offer international shipping for replacements or exchanges under our warranty service.
• Initiating a Warranty Claim: To initiate a claim, contact our customer service team with a detailed description of the issue and photographic evidence of the defect, if applicable.

We aim to resolve warranty claims swiftly and ensure that you continue to enjoy our products without inconvenience

For Other Returns:
If you wish to return a product for reasons other than damage, we kindly ask that the item be in new, unopened condition, and returned within 30 days of purchase and within 7 days of initiating a refund or exchange request.

Shipping and Delivery:

• Returns: Please be aware that once an item ships, we cannot reverse or refund the funds until the item is delivered back to us. We value your patience and are dedicated to resolving any issues concerning your package or refund promptly.
• Shipping Costs: Solaris Laboratories does not cover shipping costs for returns unless the item is damaged or defective. Shipping costs are non-refundable as they are paid directly to our third-party carrier for completed services.
• International Deliveries: Allow 1-4 weeks for delivery due to varying processing times by different country's customs.
• Retailer/Stocklist Returns: Returns or exchanges are possible with proof of purchase. Exceptions may be made on a case-by-case basis.
• Import Fees and Brokerage Fees: Returns due to import fees and brokerage fees are not accepted.