What can be returned
You may return an item within thirty days of delivery if it is unopened, unused and in its original packaging, with all seals, tags, accessories and manuals, and with the product and its retail box in the condition we sent them.
We do not accept returns of items that:
- have been opened, used, assembled or installed;
- arrive with the product or its retail box damaged, marked or written on;
- are missing parts, accessories, manuals or original packaging.
Every return is inspected when it reaches us. A return that does not meet these conditions is not refunded.
How to return something
Email support@solisfortune.com with your order number and the item you want to return, before you send anything. We reply with the return address and instructions.
Pack the item in an outer shipping box so its own packaging arrives undamaged, and use a tracked service. The parcel is your responsibility until it reaches us.
Shipping costs
- Return shipping is paid by the customer.
- Shipping charges are non-refundable. This includes the shipping fee paid on orders under $29.99 (or the local-currency equivalent) and any Express shipping fee.
These rules apply when you return an item you no longer want; for damaged, faulty or wrong items, see below. Your refund covers the price paid for the returned items. There is no restocking fee.
Damaged, faulty or wrong items
If your order arrives broken, damaged in transit or faulty, or is not what you ordered, email support@solisfortune.com with your order number and photos of the item and its packaging. We arrange the return at our cost and send a replacement or a full refund, including any shipping you paid. The unopened-item conditions above do not apply here — you have to open a parcel to find a problem.
Warranty
Every product carries a full year of warranty from the delivery date, covering defects in materials and workmanship. It does not cover accidental damage or normal wear.
Collector helmets (the Solis Aegis range) carry a five-year warranty from the delivery date on the same terms — the faceplate motors, voice module, LEDs, touch sensors and remote included; batteries excluded.
Your statutory rights
This policy is offered in addition to your rights under law, never instead of them. Where the law of your country gives you more, the law applies.
- European Union. Under the Consumer Rights Directive you may withdraw from a distance purchase within fourteen days of receiving it, without giving a reason; tell us within those fourteen days and you then have a further fourteen days to send the goods back. You may handle the goods as you would in a shop to check them; if they have been handled beyond that, we may reduce the refund by the resulting loss in value. On a withdrawal within those fourteen days we refund the standard delivery cost of your order, and you pay the cost of sending the goods back. Sealed goods that are not suitable for return for health or hygiene reasons cannot be returned once unsealed.
- United Kingdom. The Consumer Contracts Regulations give you the same fourteen-day right to cancel, on the same terms, running from the day the goods reach you.
- Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
- United States. Rights vary by state; nothing here limits any right your state gives you.
How long a refund takes
Three working days from the return reaching us and passing inspection for us to issue it to your original payment method, then whatever your bank takes to show it — usually another three to five days. If it has been longer than ten working days since we confirmed the refund, write to us and we will chase it.
Working days in this policy are Monday to Friday, excluding weekends and Chinese public holidays — see the business days section of our shipping policy.
