Returns & Exchanges

Returns

WHAT IS YOUR RETURNS POLICY?

Your Right To A Refund Of The Purchase Price

You are entitled to a refund for items you purchase from solararue.com if the item is:

faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or
not ‘of merchantable quality’, meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or
not fit for its purpose, meaning that the item does not do what you reasonably expected it would,

AND you return the item within a reasonable time after purchase and provide solararue.com with proof of purchase, such as your original solararue.com tax invoice, register receipt, bank statement or packing slip (for online purchases). If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods or have them repaired.

If you are entitled to a refund but would prefer to exchange the item or receive a solararue.com gift card of equivalent value to the item, solararue.com is happy to exchange or give you the gift card instead of a refund.

solararue.com ‘Change of Mind Policy’

solararue.com is not legally obliged to give refunds of the purchase price, or gift cards on items, or exchange them, simply because you have changed your mind about the purchase.

However, under our own solararue.com ‘Change of Mind Policy’, if you simply change your mind we do offer a refund, exchange or gift card of value equivalent to the purchase price for most items provided that:

you return the item within 30 days from the date of purchase (or for online purchases, from the date you receive it); and
the item is unworn and in its original condition; and
all original labels and tickets are attached to the item; and
you provide an original solararue.com tax invoice, register receipt, bank statement or packing slip for online purchases as proof of purchase.

Any Refunds will be credited against your original method of payment, excluding delivery charges and any VIP discount vouchers or promotional codes used.

For hygiene reasons, the solararue.com ‘Change of Mind Policy’ does NOT apply under any circumstances to purchases of the following items:

(a) earrings;
(b) cosmetics;
(c) lingerie; or
(d) hosiery

We are not able to exchange online. A refund will be processed back to your original method of payment, excluding any shipping costs.

In-store purchases cannot be returned online and must be returned in store. If you return your in-store purchase online, it will be returned to your address.

SALE ITEM RETURNS

In-store Purchase – Refunds or credit notes are not provided for the return of items purchased on sale, they can be exchanged for another item in store within 30 days of purchase.

Online Purchase – Items can be returned online for a refund only or can be returned in store for a refund or exchange.

Please note: We understand when purchasing sale items online, you do not have the opportunity to try them on, therefore this is why our online policy differs to in store in regards to purchasing sale items.

All online returns are at the customers expense

FAULTY ITEM RETURNS

If you have a faulty item, please contact our customer support team or take your item into a store for further assistance.

AFTERPAY – IN-STORE & ONLINE

Afterpay store purchases are able to be returned in store only in line with the above return policy.

Afterpay online orders can be returned online or in store, in line with our above return policy. You will need your virtual Afterpay card in your phone wallet to receive a refund.

Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund.

VIP DISCOUNT VOUCHER/PROMO CODES

Store or Online Purchase Returned In Store:

Refunds or exchanges will be processed as follows:

a) For any portion of the purchase paid beyond the value of a VIP discount voucher or promotional code, you may receive a refund, exchange, or gift card.

b) For the portion covered by a VIP discount voucher or promotional code, an exchange only will be offered for the equivalent value.

Please note: store credit or gift cards will not be issued for the value of a VIP discount voucher.

Online Purchase Returned Online:

VIP discount vouchers and promotional codes are non-refundable, so we recommend selecting your items carefully when redeeming these offers. If you choose to return an order where a VIP discount voucher or promo code was used, the value of that voucher or code will be forfeited.

The discount is proportionally allocated to each item in the order, so the refund amount will be based on the item’s original price minus its proportional share of the discount.

Please note; if you wish to return your order to the online store we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.

With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.

For further details on Afterpay purchases, please see additional information on Afterpay’s website here.

CAN I CHANGE OR CANCEL MY ORDER?

Once your order has been placed we are unable to cancel or change your order in our system. However, once you have received your goods you can return them. For full details please see our Returns Policy.

HOW DO I RETURN ITEMS I’VE PURCHASED ONLINE?

All returns must comply with our full Returns Policy

ONLINE:

Go to the Aus Post Returns Portal to purchase your returns label.

Enter your return details and pay for your label. You have an option to print the label at home or use a QR code at the Post Office.

Tick the relevant items on your returns slip and include it inside your parcel.
Lodge your parcel at the Post Office.
You’ll receive up to 3 email notifications from Australia Post to track your return.
Once we receive your parcel, refunds are processed within 5–10 business days and confirmed by email.
Refunds go back to your original payment method, excluding delivery charges, VIP discount vouchers, or promotional codes.

If you wish to use your own return satchel. Please make sure to include all of your return details inside. We also strongly recommend that you retain the tracking number for your return parcel, as we do not accept responsibility for any returns that may be lost in transit.

Please direct your returns to the address below:

solararue.com Online

Please note: For faulty items, please contact our customer support team for further assistance

INTERNATIONAL RETURNS:

Please send any change of mind returns to the address below using your local Postal Service:

solararue.com Online

All returns must include your packing slip included in your order.
We recommend you send your goods back using a trackable delivery service as solararue.com does not accept responsibility for items lost in transit.
Once we receive your parcel, we will process your refund within 5-10 business days and a confirmation will be emailed to you.
Refunds will be credited against your original method of payment, excluding delivery charges & any VIP reward vouchers or promotional codes used.

Please note that we do not process refunds in advance of returns parcels arriving at our facilities under any circumstances.

In the event that you receive a faulty item in your online order, please contact us with your order number, details of the fault and any relevant photos.

AFTERPAY PURCHASE RETURN:

Online return – Items can be returned online for a refund only in line with our return policy. Your refund will be put back to your Afterpay account.
In-store return – Items can be exchanged or refunded only within 30 days in line with our return policy. You will need your virtual Afterpay card on your phone wallet to receive a refund.
Please keep in mind if you provided a different credit/debit card other than your virtual Afterpay card at the time of your return in store you will still need to pay the remaining Afterpay payments as Afterpay will not be notified of the refund.

To see information on how to add your virtual Afterpay card to your account please see Afterpay.

Can I Return My Afterpay Order?

Yes, our current online returns policy applies to all Afterpay orders. Please see our Returns Policy here.

Orders placed online with Afterpay can be returned online or in store.

In-store return – Items can be exchanged or refunded only within 30 days in line with our return policy. You will need your virtual Afterpay card in your phone wallet to receive a refund.

Online return – Items can be returned online for a refund only in line with our return policy. Your refund will be put back to your Afterpay account. (We are unable to refund in-store purchases online)

For information on how to add your virtual Afterpay card to your phone wallet please see Afterpay.

If you are returning a faulty or incorrect item and would like to return it to the online store, please contact our online Customer Support team in advance with your solararue.com online order number, to arrange a reply paid post.

Please note; if you wish to return your order we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.

WHAT HAPPENS TO MY VOUCHER/PROMO CODE IF I RETURN MY PURCHASE?

All returns must comply with our full Returns Policy

Store or Online Purchase Returned In Store:

a) Portion paid over the value of the discount voucher or promotional code: You may receive a refund, exchange, or gift card

b) For the portion covered by a VIP discount voucher or promotional code, an exchange only will be offered for the equivalent value at the time of the return.

Please note: store credit or gift cards will not be issued for the value of a VIP discount voucher.

Online Purchase Returned Online:

The discount is proportionally allocated to each item in the purchase, so the refund amount will be based on the item’s original price minus its proportional share of the discount.

DO YOU OFFER EXCHANGES ONLINE?

We do not offer exchange online. If you would like to exchange your item you can do this in a store or you can return the item in a store or online in line with our return policy and place a new order.

For international orders, if you wish to exchange your purchase, you will need to return it for a refund and place a new order.

CAN I RETURN OR REFUND A GIFT CARD?

Gift Cards cannot be refunded for another Gift Card or tender (i.e., cash). Refer to Gift Card Terms & Conditions.

HOW WILL I KNOW WHEN YOU HAVE RECEIVED MY RETURNED GOODS?

From the moment your return reaches our warehouse, please allow 5-10 business days for the return to be processed.

Once your return has been processed you will receive a notification via email.

To see if your return has reached our warehouse, please check your return tracking number that you received from Australia Post when lodging your return.

If you have not received a refund within the time line above, please contact us.

We are currently experiencing a delay in processing refunds online. We apologise for any inconvenience this may cause and thank you for your understanding.

Please note: Australia Post is experiencing some delays in returning your parcels to us, so please monitor your return tracking through your Australia Post tracking details.

Your Right To A Refund Of The Purchase Price

You are entitled to a refund for items you purchase from solararue.com if the item is:

faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or
not ‘of merchantable quality’, meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or
not fit for its purpose, meaning that the item does not do what you reasonably expected it would,

AND you return the item within a reasonable time after purchase and provide solararue.com with proof of purchase, such as your original solararue.com tax invoice, register receipt

ONLINE:

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