Returns & Exchanges

Last updated: 11 August 2025

We want returns to be as smooth and fair as possible. This page explains how to start a return, how to pack, which carrier we use for different weights, and what to expect for refunds/exchanges/repairs. It aligns with our 30‑day cooling‑off policy in the Terms & Conditions.

Heads‑up for affiliate purchases: If you bought from a third‑party retailer via a Soluxious link, their returns policy applies. Please use the seller’s portal and instructions shown at checkout.

How do I start a return?

You can register a return in three ways (fastest first):

  1. Order confirmation email – click the Return/Repair link in your confirmation and follow the steps.

  2. Your account – log in to My Account → select the order → Start a return.

  3. Website menu – scroll to the footer and click Register a return or repair to open the online form.

After registration, you’ll receive a Return Authorisation (RMA) and shipping instructions. If applicable, we’ll send you a return label.

Which carrier should I use?

We’ll confirm the correct method after you register. In general:

Parcel returns (≤ 30 kg)

Typically via DPD (or an equivalent parcel carrier such as PostNL/DHL/UPS). Steps:

  • Use original packaging where possible. It’s designed to protect the product. If you don’t have it, pack securely in a sturdy box with sufficient padding.

  • Include all accessories, cables, manuals and other box contents. Missing items can affect eligibility for exchange/refund or result in a deduction for diminished value.

  • Condition: return the item as received, unless it’s faulty. Do not open or repair a faulty item yourself.

  • Register your return within 30 days of delivery via our online form.

  • After approval, we’ll email your parcel label and RMA packing slip.

Freight / pallet returns (> 30 kg or ADR shipments)

For items heavier than 30 kg, oversized, or subject to ADR (e.g., certain batteries), we’ll arrange a freight pickup:

  • Use original packaging where possible; otherwise, securely palletise and protect all sides.

  • Include all original accessories and documentation.

  • Register the return within 30 days.

  • You’ll receive a return number and freight label by email.

  • Our carrier will contact you to schedule pickup (typically within 1–3 business days after approval).

  • Watch your email for updates on collection and warehouse check‑in.

Note on original packaging: Under EU law you don’t lose your withdrawal right if you no longer have the original packaging. However, proper packaging is your responsibility and inadequate packing that causes damage may lead to a deduction for diminished value.

Packing & condition checklist

  • Register your return first (so the package arrives with an RMA).

  • Use original packaging when possible; otherwise, sturdy outer box + internal padding.

  • Return all accessories (adapters, cables, manuals, mounting hardware).

  • Keep the item clean and reset where applicable (remove personal data).

  • Don’t attempt self‑repair on faulty goods.

Return window & options

You have 30 days from delivery to register a return. Within 30 days you can request:

  • Exchange for a different product, or

  • Repair or replacement (for faults), or

  • Refund to your original payment method.

After 30 days, we’ll handle issues under warranty: repair first; if repair isn’t feasible, we’ll arrange a replacement.

“Try at home” policy

Please feel free to inspect and test the product as you would in a store. If you use the item more than necessary to establish its nature, characteristics and functioning, we may charge for diminished value or decline an exchange if the item is no longer saleable. We’ll always explain our assessment first.

Speeding up a defect return

To help us resolve faults quickly:

  • Provide a clear description of the issue (when it occurs, error messages, conditions). Include the serial number if available.

  • Attach photos/videos so our technicians can triage faster.

  • Confirm you’ve checked the manual and applied any firmware updates if relevant. Many issues are resolved this way.

Refunds – how long does it take?

Once your return is checked in and approved by our warehouse, we issue the refund to your original payment method. This usually appears within 5 business days (bank processing times vary). We’ll email you when your refund has been processed.

Return status updates

When your parcel arrives, it undergoes an intake test. You’ll receive:

  • an email confirmation of receipt, and

  • a follow‑up when the return is processed.
    Typical processing time is up to 5 business days for standard returns. Defect/warranty cases may take longer, especially if we must liaise with the manufacturer or send the unit to an authorised repair centre. If repair isn’t possible, we may offer a replacement (including refurbished, where appropriate) and will confirm details with you first.

Who pays for return shipping?

  • Changed your mind / non‑fault returns: you cover return shipping unless we provide a prepaid label.

  • Faulty, wrong, or damaged-on-arrival items: we’ll provide a prepaid label or organise collection, and return shipping is on us.
    (These rules mirror our Terms & Conditions.)

Can I return in person?

Yes—if you purchased at a Soluxious showroom or pop‑up, you may return there with proof of purchase. For online orders, please register your return first so we can prepare an RMA. Current locations and opening hours are announced on our website.

I still haven’t received my refund—what now?

If it’s been more than 5 business days since our refund confirmation email and you still don’t see the funds, please contact support@soluxious.com with your order number and RMA so we can investigate with the payment provider.

Need help?

Our support team is happy to assist.