Within 60 days (from date of purchase), a PRODUCT may be returned for exchange (or for refund where permitted) subject to the PRODUCT being in its new and unused condition. Exceptions to this are PRODUCTS defined as a 'special order'. It must be 100% complete with all parts, instructions and undamaged packaging, exactly as originally supplied, and so that it is fit for resale. Sorry but we are unable to refund or exchange 'used' or 'installed' PRODUCTS. All returns must be pre-authorised (please call us for an RMA number and return instructions). The return must be received within 14 days of being authorised and we recommend that appropriate shipping insurance is obtained because we are not responsible for any loss or damage of a PRODUCT being returned. Except for warranty claims, failure to request a return after 60 days (from date of purchase) will be deemed to be permanent acceptance of the PRODUCT. Do not attempt to return a PRODUCT without a valid RMA number clearly displayed on the shipping carton as it will not be accepted and will result in being returned to the sender at the sender's expense. All returns must be shipped in a separate, appropriate shipping carton with suitable packing materials to avoid damage.
Delivery costs are not refundable and Solar Illuminations does not arrange or pay for return shipping of any PRODUCT. The only excpetion being where we have inadvertently shipped an incorrect PRODUCT, then we will arrange for pre-paid return shipping. All returns must be sent to our USA Headquarters which is where we are physically located. Do not send any parcels to the UK office which is a call centre only which accepts letters and documents and is not our UK physical address. For warranty repairs. a technician fee may apply for inspection, handling, return shipping of a PRODUCT that is returned reported as 'faulty' but has no fault found. Shipping costs to/from an international address are the responsibility of the customer regardless of the reason for the return. If a PRODUCT is found to be faulty within the warranty period, it will be repaired or replaced, at our discretion. New and unused returns that are approved to be refunded are subject to a 20% restocking fee. The restocking fee applies to shipments that have been refused, shipments that have not be delivered and orders that have been cancelled after being dispatched. Refunds are usually processed within 7 working days from the date returned. Solar Illuminations reserves the right to refuse any non-compliant return and ship the PRODUCT back to the customer (at the customer's expense) thereby refusing the repair, replacement, exchange or refund, where the customer has failed to comply with our Terms, Conditions and Policies. We are not responsible in any way, financially or otherwise, for the installation and/or re-installation of any PRODUCT or any other consequential loss.
A limited amount of PRODUCTS offered are defined as a 'Special Order' and are non-returnable and non-refundable. This is mentioned in the product description or technical specifications (access by clicking the green MORE INFO button for any PRODUCT). These PRODUCTS are 'all sales final' and are not eligible to be returned for refund and can only be returned if the PRODUCT is defective which (if under warranty), upon inspection & testing is found to be defective, the PRODUCT will be repaired or replaced (at our discretion) with an identical PRODUCT.