Refund policy
Return & Refund Policy
At SOLARA, we stand behind the quality of our products. While we do not offer general returns or exchanges, we're committed to making things right if something goes wrong with your order.
When Are Returns Accepted?
We accept return and replacement requests only in the following cases:
| Situation | What We'll Do |
|---|---|
| Product arrived damaged | Replacement (refund if out of stock) |
| Wrong product received | Replacement (refund if out of stock) |
| Manufacturing defect | Replacement (refund if out of stock) |
Our preference is to send you a replacement so you can enjoy the product you ordered. If the product is out of stock and a replacement isn't possible, we will process a full refund. All return, replacement, warranty, and refund requests are subject to verification by SOLARA. Verification may include review of photographs, videos, serial numbers, troubleshooting steps, or any other reasonable method required to assess the claim.
Not eligible for returns or replacements: Customized products, refurbished products, accessories, products showing wear and tear, colour fading, rust on cast iron cookware, cosmetic marks from normal use, or damage caused by misuse or mishandling, packaging concerns, change of mind, size expections.
Reporting Timeline
Please report any issue within 24 hours of delivery. This applies to all eligible return scenarios — transit damage, wrong product, missing items, and manufacturing defects discovered on first use.
For combo/bundle orders shipped in multiple packages, please check all tracking numbers and wait for all shipments before filing a missing item request.
When reporting an issue, please include:
• Your order number
• A clear description of the issue
• Photos and short videos showing the problem
• For damaged products: a photo of the outer packaging as well
How We Resolve Your Request
Once you report an issue with the required photos and video, our team will review and resolve your request. Most cases are resolved within 5–10 business days from the date you contact us, depending on the nature of the issue, verification requirements, and pickup/dispatch logistics.
For straightforward cases (clear transit damage, wrong product with photo evidence), resolution is faster. For cases requiring additional inspection or verification, it may take longer.
Once a replacement is approved, it will be dispatched within 3–4 business days of the returned product being picked up, subject to stock availability. If out of stock, a refund will be initiated instead.
Reverse Pickup & Return Collection
Once a return or replacement is approved, we arrange a reverse pickup through our logistics partner at no cost to you.Pickup Attempts: Our logistics partner will make up to 3 pickup attempts at the address on your order. Please ensure someone is available to hand over the product during the scheduled pickup window.
If All 3 Pickup Attempts Are Unsuccessful:
• The return request will be placed under review by our team.
• Refunds and replacements are only processed after the product has been physically received and verified at our warehouse. We cannot process refunds or dispatch replacements while the product remains with the customer.
Cancellations
Important: Orders can only be cancelled within 4 hours of placing the order. After this window, your order will be processed for dispatch and cannot be cancelled. Once shipped, cancellation is not possible.
To cancel, contact our support team immediately at [email protected] or call us.
Rejected Deliveries & Returns
If you reject an order at the doorstep or if a shipment is returned to us due to failed delivery attempts, incorrect address, or customer unavailability, the following applies:
| Order Type | Refund Policy |
|---|---|
| Prepaid Orders |
Refund of product value minus a flat shipping fee of ₹300 and a restocking fee of ₹300. Refund credited to the original payment method of the person who placed the order. |
| Partially Paid Orders (e.g. prepaid booking) | The partial amount paid is non-refundable in case of return or delivery rejection |
Refund Processing
Prerequisite: All refunds and replacements require the product to be physically received and verified at our warehouse. Refunds cannot be processed while the product remains with the customer.
Processing time: 5–7 business days from when the refund is initiated (excluding bank holidays). Please allow an additional 7–10 business days for the refund to reflect in your account.
Refund method: All refunds are credited to the original payment method. We do not process refunds to third-party accounts, alternate payment methods, or persons other than the original purchaser.
PPCOD orders: The partial amount paid online at the time of placing the order is non-refundable. For the balance portion paid at delivery, store credit will be issued.
Deductions: A flat shipping fee of ₹300 and a restocking fee of ₹300 will be deducted from refunds for doorstep rejections and voluntary returns. No deductions apply for replacements/refunds due to damage, wrong product, or manufacturing defects — those are fully at our cost.
Combo & Bundle Orders
If you purchased a combo or bundle and one item has an issue, we will replace or refund the specific item that is damaged, defective, or incorrect. If any item is out of stock for replacement, we will: (a) provide a replacement of a similar product, or (b) issue a partial refund for the unavailable item.
Pre-Order Cancellations & Refunds
You can cancel your pre-order at any time before the product ships and receive a full refund.
Refund timeline: 5–7 business days from cancellation, plus 7–10 business days for bank processing. After the product ships, standard return policy applies. See our Shipping Policy for full pre-order details.
Warranty Claims
If your product develops an issue after the 24-hour return window but is still within the warranty period (registered within 7 days of delivery), it may be covered under our warranty policy. Visit solara.in/pages/warranty-policy for full details.
Purchases from Other Platforms
If you purchased a SOLARA product from a third-party marketplace — Amazon, Flipkart, Myntra, Blinkit, Swiggy, Zepto, FirstCry, or any other platform — please contact that platform's customer service directly for returns, refunds, or exchanges.
Frequently asked: "I bought on Amazon — can SOLARA help with my return?" Returns and refunds for marketplace purchases are handled entirely by the marketplace. However, if your SOLARA appliance has a warranty issue, you can still file a warranty claim with us directly, provided the product was registered within 7 days of delivery.
Need Help?
Our support team is available Monday to Friday, 10:00 AM – 6:00 PM IST.
Email: [email protected] Phone: +91 9676332222 WhatsApp: +91 79899 34526