Refund policy
1. Overview
This policy explains the return and refund procedures for orders placed through our website and delivered within Australia.
2. Return and Exchange Conditions
Customers may request a return within 14 days of receiving their order.
Products must be unused, complete and properly packaged, with their original condition maintained.
A return shipping label is included in the parcel delivered to the customer. Customers can use the return label provided inside the package to send the goods back.
Our store does not offer direct exchanges because stock management and product availability do not allow us to guarantee immediate replacement of items. If customers wish to receive a different model, size or variation, they may place a new order after initiating the return process for the original product.
3. Order Cancellation
Customers may request order cancellation within 24 hours of payment confirmation, provided the order has not already been handed over to the courier for dispatch.
If the cancellation request is approved, the refund will be issued using the original payment method.
After 24 hours from payment confirmation, or once the order has been dispatched, customers may request a return within 14 days of receiving the goods by following the procedure outlined in this policy.
4. How to Request a Return or Refund
To initiate a return or refund request, customers must send an email containing the following information:
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Order number.
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Product description.
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Reason for the request.
After receiving the email, we will confirm receipt of the request and provide the customer with return instructions.
Customers must clearly state their intention to return the product and request a refund.
5. Returning Goods and Associated Costs
Customers may use the return shipping label included in the parcel they received.
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If a return is requested for personal reasons, such as a change of mind or an incorrect product selection, the return shipping costs are the customer's responsibility.
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If a return is due to products being damaged, defective, incomplete or different from those ordered because of an error on our part, we will cover the return shipping costs.
We recommend keeping the return postage receipt and tracking number until the return process has been completed.
After receiving and inspecting the returned goods, we will send the customer a confirmation email.
6. Refund Processing Time
After receiving and inspecting the returned goods, refunds are generally processed within 2–6 business days.
Refunds will be issued using the original payment method used for the purchase.
The actual time taken for the funds to appear in your account may vary depending on your bank or payment service provider.
7. Contact Information
Email: reportissue@solavaloft.com
Phone: +81 (801) 523 56 39
Address: 301, CASA MIYA, 3-24-32 MINAMICHO, KOKUBUNJI-SHI, TOKYO 185-0021, JAPAN
Business Hours: Monday to Friday, 10:25 am – 5:25 pm (Japan Standard Time).
Delivery Area: Australia