Refund policy
Any issues with received products must be reported within 30 days of delivery.
Refund Process
If you notice an issue with the products or anything else on the order, please contact us at this email: contact@solarballs.store
***To facilitate a quicker resolution of your issue, we strongly recommend including photo or video evidence when contacting us.
a. Email us with the following information:
• Your order number
• A photo or video as evidence
b. After submitting your request, please allow time for our response. During this period, we will be coordinating with our fulfillment partner to investigate the issue further.
c. Once your claim is approved, we will process the refund to the original payment method. You will receive an email notification when the refund is issued. Please note, it may take a few days for the refund to appear in your bank account.
***Please refer to the table below for guidance.
Customer Changed their mind
For orders where a customer requests a refund due to selecting the wrong size or color, we cannot offer a resolution as this is considered a customer mistake.
Lost in Transit
For packages lost in transit, all claims must be submitted 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
Customers have the option to:
A. Request a refund
(We will process the refund to the original payment method used at the time of purchase. You will receive an email notification once the refund is issued. Please note, that it may take a few days for the refund to appear in your bank account.)
B. Request a free reshipment
Unclaimed Shipments
Shipments that go unclaimed are either returned to our facility or may be discarded by the carrier.
1. If the order is eligible for reshipment, please note that the reshipment cost will be the responsibility of the customer.
2. Orders returned to the warehouse due to an incorrect shipping address, failure to claim, or failure to settle customs fees will not be eligible for reshipment or refund. Such shipments will be donated to charity.
Damaged or Wrong product received
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. Claims deemed an error on our part are covered at our expense.
Customers have the option to:
A. Request a refund
(We will process the refund to the original payment method used at the time of purchase. You will receive an email notification once the refund is issued. Please note, that it may take a few days for the refund to appear in your bank account.)
B. Request a free reshipment
| Issue | Required Evidence |
| Wrong product | A photo of the product that was received, with the size tag clearly visible as well. |
| An issue with the product (incorrect size, brand, quality) | A clear photo of the received product where the design, issue, and/or size tag are clearly visible in a single frame. |
| A product sizing issue (manufacturer’s defect) |
A clear photo of the received product being measured according to the measurements provided in the catalog’s size chart. Both the print and the measurement should be clearly visible and the garment should be laid on a flat surface. The tolerance is +/- 1” for most adult garments (with some exceptions) and +/- 0.5” for baby clothing. |
|
Delivery-related product damage |
A photo or video of the received product, where the package, the printed design, and the issue are clearly visible. |
| Print in the wrong area | A clear photo of the product you received, folded in a way that clearly displays both sides. |
| An issue with the quality of the print | A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame. |