Returns & Exchange Policy
At Solrae Sydney, we offer a 30-day return policy. To be eligible, items must be unused, in their original condition and packaging, and accompanied by proof of purchase. Please note, certain items are non-returnable including perishable goods, intimate or sanitary items, hazardous materials, flammable liquids, gift cards, downloadable software, and some health or personal care products. Partial refunds may apply if items are not in their original condition, damaged, or returned after 30 days.
Due to our automated order process, we cannot cancel orders once placed. If you decide not to keep an item, you may return it after receiving it under our standard policy. Refunds are issued once your return is received and inspected; if approved, funds will be processed within 5 business days to your original payment method, though your bank may take longer to post it. Please declare a value below $18 USD on international returns to ensure successful delivery.
Sale items are non-refundable, but regular priced items are eligible. Exchanges are available for defective, damaged, or incorrectly fitting products; simply email us with your order details and tracking number before returning. Gift items marked as gifts will be refunded as store credit, otherwise the refund goes to the original purchaser.
Customers are responsible for return shipping costs, which are non-refundable. We recommend using a trackable shipping service or purchasing insurance, as we cannot guarantee receipt of returns. Refunds and exchanges are processed within 5 business days of receiving your return.
For assistance, please contact us at solraesydneystore@gmail.com and our team will be happy to help.