At SolaraParty, we want you to be happy with your purchase. If you change your mind or there is a problem with your order, we’re here to help.
1. 28-Day Returns
You have 28 days from the date you receive your order to request a return.
To be eligible for a return, items should:
- Be unused and in their original condition
- Be in their original packaging where reasonably possible
- Include all original accessories and components
- Be returned within the 28-day return period
Some products may be excluded from our standard returns policy where permitted by law.
2. Change of Mind
If you change your mind about your purchase, you can request a return within 28 days of receiving your order, provided the item is eligible for return and remains in its original condition.
For change-of-mind returns, the cost of returning the item may be your responsibility unless otherwise stated.
Once the returned item has been received and inspected, we will process your refund.
3. Damaged or Incorrect Items
If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging where applicable
We may offer a replacement, repair, partial refund or full refund depending on the circumstances and applicable consumer rights.
4. Items That Cannot Be Returned
Certain products may not be eligible for return once opened or used, including products that are:
- Personal or hygiene-related items
- Custom-made or personalised products
- Sealed items that are unsuitable for return once unsealed
- Used, damaged or altered after delivery
This does not affect your statutory rights where an item is faulty, damaged or not as described.
5. How to Request a Return
To request a return, please contact our customer support team with your order details before sending the item back.
Email: hello@solaraparty.com
Please include:
Order Number:
Name:
Reason for Return:
Product(s) Being Returned:
Our team will provide you with the appropriate return instructions.
6. Return Address
Unless we provide different instructions, eligible returns should be sent to:
SolaraParty Returns
14A, Queensbury Station Parade
London
HA8 5NR
United Kingdom
Please do not send a return to this address until your return has been approved or our customer support team has instructed you to do so.
7. Return Shipping
For change-of-mind returns, customers may be responsible for the cost of returning the item unless we state otherwise.
If the product is faulty, damaged or incorrect, please contact us before returning it so that we can advise you on the appropriate return process.
We recommend using a tracked delivery service when returning an item, as we cannot be responsible for returns that are lost in transit.
8. Refunds
Once your returned item has been received and inspected, we will confirm whether your refund has been approved.
Approved refunds will normally be issued to the original payment method.
The time it takes for the refund to appear in your account may depend on your payment provider or bank.
Where required by applicable UK consumer law, refunds will be processed within the applicable legal timeframe.
9. Partial Refunds
In certain circumstances, we may provide a partial refund where an item has been returned in a condition that has reduced its value, where permitted by law.
We will always consider the circumstances and your statutory rights before making any deduction.
10. Exchanges
If you would like to exchange an item, please contact us before sending it back.
Depending on stock availability, we may arrange an exchange or ask you to return the original item and place a new order.
11. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer protection law.
If a product is faulty, not as described, or does not meet the requirements of applicable consumer law, you may have additional rights and remedies.
12. Contact Us
If you have any questions about our Refund & Returns Policy, please contact us:
SolaraParty
Return Address: 14A, Queensbury Station Parade, London, HA8 5NR, United Kingdom
Email: hello@solaraparty.com
Phone: +44 203 807 32 69
We’re always happy to help make your shopping experience as easy as possible.