Refund policy
60-Day Money-Back Guarantee and Return Policy
We want you to feel confident trying Sola Lift. If you are not satisfied with your purchase, contact us within 60 days of delivery to request a refund.
Email hello@sola-labs.com with your order number and the email address used to place the order. Once your return is approved, we will provide the correct return instructions and address. Please do not return products without authorization.
Eligibility
To qualify under our 60-day guarantee:
- Your request must be submitted within 60 days of delivery.
- The product must have been purchased directly from Sola Labs.
- All reusable device components and accessories must be returned unless our support team instructs otherwise.
- The product must not have been intentionally damaged, modified or misused.
Original packaging is recommended but not required.
Intimate-Use Products
Sola Lift includes an intimate-use probe. You may reasonably try the product without losing the 60-day guarantee.
For hygiene and safety reasons, do not send an opened or used probe unless our support team specifically instructs you to do so. Returned intimate-use components are never resold.
Opened or partially used lubricant cannot be returned separately unless it is faulty. This does not invalidate an otherwise eligible Sola Lift guarantee claim.
Return Shipping
Customers are responsible for return shipping costs unless the product is faulty, damaged or incorrect. We strongly recommend using a tracked shipping service and keeping the tracking number until your refund has been completed.
Refund Processing
Once the required items have been received and inspected, or our support team confirms that no physical return is required, approved refunds are processed to the original payment method within 1 to 2 business days.
Please allow an additional 3 to 7 business days for the refund to appear, depending on your bank or payment provider.
Faulty, Damaged or Incorrect Products
If your order arrives faulty, damaged or incorrect, contact hello@sola-labs.com as soon as possible. Include your order number and clear photographs of the issue when appropriate.
Sola Labs will arrange a replacement or refund and cover any required return shipping costs.
Order Cancellations
To request a cancellation, contact hello@sola-labs.com as soon as possible after ordering.
Orders can only be cancelled before dispatch. If your order has already shipped, you will need to follow the return process after delivery.
Exchanges and Change-of-Mind Returns
Unopened products may be returned or exchanged within 60 days of delivery. Contact hello@sola-labs.com before sending anything back.
Exchanges are subject to product availability. Customers are responsible for return shipping on change-of-mind exchanges.
Orders Marked as Delivered but Not Received
If tracking shows that your order was delivered but you cannot locate it, contact hello@sola-labs.com within 7 days of the recorded delivery date.
We will investigate the shipment with the carrier. Refunds or replacements are determined based on the outcome of that investigation.
International Returns
International customers are responsible for return shipping costs unless the product received was faulty, damaged or incorrect. Please use a tracked service and follow the return instructions provided by our support team.
Statutory Rights
This 60-day money-back guarantee is an additional commercial guarantee. It does not limit any statutory consumer rights that apply in your country, including rights relating to faulty or misrepresented products.
Contact Us
For questions about returns or refunds, contact:
Sola Labs
1 (800) 732-6403