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, uninstalled 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 any 'used' or 'installed' PRODUCTS because they will not be fit for resale. 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. We recommend that appropriate postage 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 sent 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. Returns are to be made directly to the origin warehouse (not our London office address) unless agreed otherwise in writing. Returned PRODUCTS are NOT accepted at our London office address and will be refused and returned to sender at sender's expense. Please check which warehouse will be dispatching your order, prior to placing an order with us. If the PRODUCT was dispatched from our USA warehouse (where the majority of PRODUCTS are dispatched from) then any return would be to our USA warehouse address which we would provide. If the PRODUCT was dispatched from our UK warehouse, then any return would be to our UK warehouse address which we would provide. The only exception being where we have inadvertently dispatched an incorrect PRODUCT, then we may arrange for pre-paid return delivery. 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. Delivery costs to and/or 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 deliver 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.
Some of our 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. These PRODUCTS are 'all sales final', are not eligible to be returned for refund, and can only be returned if the PRODUCT is defective. In these instances, if the PRODUCT is under warranty, and upon inspection & testing is found to be defective, the PRODUCT will be repaired or replaced (at our discretion) with an identical PRODUCT.