Refund policy

At Solaris Labs, we are committed to providing high-quality beauty technology that meets your expectations. If you are not completely satisfied with your Solaris Labs product, please follow our updated return, exchange, and warranty policy below:

Returns & Refund Policy

Solaris Labs NY devices can be returned within 30 days of purchase, whether new or lightly used.

Conditions for Returns (Domestic):

Good Condition: Products must be returned in good condition, with no visible scratches, damage, or wear.
Complete Packaging: All original packaging, including cables, instructions, and accessories, must be included.
Clean and Hygienic: Products must be clean and free from residue or stains.
We do not provide return labels and do not credit return shipping label fees.

Conditions for Returns (International):

Returns Accepted: International customers must return items to our U.S. address.
Return Shipping Costs: Customers are responsible for the cost of shipping the item back to us.
Good Condition: Items must meet the same return conditions as domestic returns (good condition, complete packaging, and clean).
Important: Refusal of delivery is not eligible for a refund. The item must be accepted, and then shipped back to us to qualify for a refund.
We do not provide return labels and do not credit return shipping label fees.

Damaged During Shipping

If your product arrives damaged or defective:

Save the damaged box and product(s). If it was outside damage
Email hi@solarislabny.com within 3 days with images of the box (including the label) and the damage or defect to process your claim.
We will ship out a replacement in place of your damaged item - we do not provide prepaid shipping/return labels and a new unit will be resent in place of your original item.

Lost Items

Solaris does not cover lost items or items that have disappeared after it is marked 'delivered' by the carrier. Please contact the carrier with your tracking number to inquire for location of item and proof of delivery photo.

Purchases from Authorized Retailers

We can only issue refunds for products purchased directly from www.solarislabny.com. For purchases from other retailers, please contact them directly for their return and warranty policies.

Required for Returns

Proof of purchase (e.g., receipt or order confirmation).
Confirmation of return terms acceptance as outlined above.

To initiate a return, email hi@solarislabny.com.

Warranty Policy (Domestic Only)

Solaris Labs will replace authentic devices eligible for warranty service with merchandise of equal or better quality. All new devices include:

A 30-day money-back guarantee covering satisfaction.
A 1-year warranty covering manufacturer-related defects from normal use.

Warranty Replacement Turnaround Time:

Warranty replacements typically take 15 business days to process, but times may vary depending on inventory and circumstances.

Warranty Exclusions:

This warranty does not apply if the product has been subject to:

Accidents such as dropping or breaking.
Misuse or mishandling.
Improper maintenance or repair.
Unauthorized modification or any other use not specified in printed instructions.

To initiate a warranty claim, email hi@solarislabny.com.

LED OOO Dad Hat: 60-Day Extended Return Policy

We understand that achieving visible hair growth takes time. To support your journey, we’ve extended our return policy for this product to 60 days from the date of purchase.

Usage Recommendation: Use the LED Dad Hat for 10-minute sessions daily over 16 weeks to evaluate its effectiveness.
Return Conditions: The Dad Hat must be returned in good condition with all original packaging, accessories, and no visible damage or alterations.

Returns that do not meet these criteria may not qualify for a refund.

International: Returns and Refusal of Delivery

Returns:

International customers can return their item within 30 days of receipt.
The customer is responsible for return shipping costs and must ensure the product meets return conditions.

Refusal of Delivery:

If a customer refuses delivery, the package will be returned to us at a penalty cost. We do not refund items refused at delivery.
To qualify for a refund, the item must be accepted, then shipped back to us. Once received and inspected, a refund will be issued for the product cost only (less any original shipping fees).

Refunds for Original Shipping Fees

Refunds will cover the cost of the product only.
Original shipping fees will not be refunded if an express method was chosen. As per EU law:

“The seller is obliged to reimburse standard delivery charges only. Express delivery charges are not eligible for refund.”

Cancellation Policy

Once an order is placed it is not guaranteed we can cancel it. Orders are automaically printed and prepared for shipping. Use the “View Your Order” link in your confirmation email or contact us immediately at support@solarislabny.com to make changes.

General Notes for International Customers

Contact your local customs office prior to purchase to understand potential duty fees, taxes, and brokerage fees associated with importation.
Delivery times are approximate and subject to weather, COVID, or other unforeseen disruptions.
If you encounter shipping issues, contact your shipping carrier directly before reaching out to us.

For any further inquiries or assistance, please email hi@solarislabny.com. We’re here to help!