Refund policy
Your rights under Australian Consumer Law
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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes those rights.
Major and minor failures
- Major failure — the product doesn't work and can't easily be fixed, is significantly different from how it was described, or is unsafe. You can choose a refund or a replacement, and we won't deduct anything for the use you've had of it.
- Minor failure — a problem that can be fixed reasonably easily. We'll repair or replace it within a reasonable time, at no cost to you. We may offer a refund instead, but we don't have to.
Change of mind
We accept change-of-mind returns within 30 days of delivery, provided the item is unused, in its original packaging, with all accessories and tags, and accompanied by proof of purchase. We don't charge a restocking fee. Return postage for a change-of-mind return is paid by you; for bulky items, we'll quote the return freight cost before you book the return, so there are no surprises. Once we receive the returned item, we'll refund the item price to your original payment method within 5 business days.
Damaged or faulty items
If an item arrives damaged in transit or turns out to be faulty, we'll arrange a repair, replacement or refund at no cost to you, including return freight where a return is needed — you never pay to send a faulty item back to us.
We'd ideally like to hear about transit damage within 7 days of delivery, with photos of the item and its packaging, since this helps us resolve things quickly with our freight partners. If you notice a problem later than that, your rights under the Australian Consumer Law don't have a use-by date — please contact us any time.
How to lodge a return
Email solanohomedesign@gmail.com with your order number, the reason for the return, and photos if the item is damaged or faulty. We'll confirm the outcome and, if a physical return is needed, the address to send it to. Please don't send anything back before we've confirmed this with you.
Refunds
Approved refunds are paid to your original payment method. For change-of-mind returns, we refund the item price within 5 business days of the item reaching us. For faulty or damaged items, we refund in full — including any delivery you paid — usually within 5 business days of the issue being confirmed.
Warranty
Most items in our Australian-warehouse range carry an additional 12-month warranty from Solano Home, covering manufacturing defects from the date of delivery. Items in our imported range may carry a different manufacturer's warranty period, shown on the product page. To make a warranty claim, contact solanohomedesign@gmail.com with your order number, a description of the fault, and photos where relevant, and we'll arrange a repair, replacement or refund.
This warranty is in addition to, and does not limit or replace, your rights under the Australian Consumer Law — those rights apply to every product we sell, for as long as a reasonable consumer would expect the product to last, regardless of any warranty period stated above.