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Refund policy

Last Updated: June 26, 2026

At Solae Design, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we offer a straightforward return and refund process subject to the terms outlined below.

1. Order Cancellation Policy

Customers may request to cancel an order within 24 hours of placing it by contacting us at info@solaedesign.com.

Please include your order number when submitting a cancellation request.

While we will make every effort to accommodate cancellation requests, orders that have already entered processing or have been shipped cannot be cancelled.

If an order has already been dispatched, customers may still be eligible to return the item after delivery in accordance with this policy.

2. Return Eligibility

We accept returns within 30 days of the delivery date.

To qualify for a return, products must meet the following conditions:

  • The item must be unused.

  • The product must remain in its original condition.

  • All original packaging, accessories, manuals, tags, and included materials must accompany the return.

Our customer support team will guide you through each step of the return process.

Restocking Fee: We do not charge restocking fees on approved returns.

3. Return Policy Summary

Policy Item Details
Return Period 30 days from delivery
Product Condition Unused and in original condition
Packaging Requirement Original packaging, tags, and accessories required
Restocking Charges None
Return Assistance Full support provided by our customer service team

4. Return Shipping Costs

Incorrect, Damaged, or Defective Items

Solae Design will cover return shipping costs when:

  • The wrong product was delivered.

  • The item arrives damaged during transit.

  • The product is defective or faulty.

Change-of-Mind Returns

Customers are responsible for return shipping expenses when returning products because:

  • An incorrect item was ordered.

  • The product is not suitable or does not fit.

  • The item is no longer wanted.

Please note that original shipping charges are non-refundable.

5. How to Initiate a Return

Step 1 - Contact Customer Support

Email info@solaedesign.com with:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return

Step 2 - Prepare Your Return

Securely package the item in its original packaging and include all accessories, tags, manuals, and related materials.

Step 3 - Ship the Package

Once your return request has been approved, you will receive detailed return instructions by email. Please follow the instructions provided in your return authorization email.

6. Refund Procedure

Inspection Process

All returned products are inspected upon arrival to verify that they satisfy our return requirements.

Refund Timeframe

After your return has been approved, refunds will be issued to the original payment method.

Please allow up to 7 business days for the refund to be initiated. Actual processing times may vary depending on your bank or payment provider.

7. Product Exchanges

We gladly accept exchanges for eligible items.

If you would like to exchange a product for another size, colour, or alternative item, please contact us at info@solaedesign.com, and our support team will assist you.

8. Lost or Undelivered Orders

If your order has not arrived within the expected delivery timeframe, please contact us and provide your order number.

We will investigate the matter directly with the shipping carrier. If the shipment is confirmed lost, customers may choose either:

  • A full refund to the original payment method, or

  • A replacement order at no additional cost.

9. Non-Returnable Products

Certain products cannot be returned due to hygiene, health, or safety considerations.

Any items that are not eligible for return will be clearly identified on the corresponding product page.

10. Policy Updates

Solae Design reserves the right to amend or revise this Return & Refund Policy at any time.

Any modifications will become effective immediately upon publication on this page, and the "Last Updated" date will be adjusted accordingly.

Continued use of our website following any revisions constitutes acceptance of the updated policy.

11. Need Assistance?

For additional information, please visit our FAQ page or contact our customer support team directly.

Contact Information

Business Name: Solae Design
Business Address: 23 Cotswold Close, Singapore 359620
Email: info@solaedesign.com
Phone: +65 8905 3859

Customer Service Hours

Monday - Friday: 9:00 AM - 6:00 PM (SGT)

Average Response Time

We aim to respond to all customer enquiries within 1-2 business days.