Refund policy

Return & Refund Policy

Last updated: September 7, 2026

At SOLAZ, our products are prepared specifically for each order. Once an order is placed, it may immediately enter our processing, labeling, packaging, and fulfillment process.

Because our products are prepared specifically for each customer, all sales are final unless otherwise stated in this policy or required by applicable law.

1. No Returns for Change of Mind

We do not accept returns or issue refunds for:

  • Change of mind

  • Ordering the wrong product

  • Ordering the wrong quantity

  • No longer wanting the product

  • Personal preference

  • Failure to read the product description

  • Failure to review the order before checkout

  • Delays caused by the customer

  • Incorrect or incomplete shipping information provided by the customer

  • Refusal to accept or failure to collect a delivered package

Once an order has entered processing, we generally cannot cancel or modify it.

2. Orders Are Prepared Specifically for You

SOLAZ uses a made-to-order fulfillment process. Once an order is submitted, information associated with that order may be used to prepare and label the product specifically for fulfillment.

Because of this, we cannot guarantee that cancellation requests will be possible after an order has entered processing.

If you need to cancel an order, contact us immediately after placing it. We will review the order status and determine whether cancellation is still possible.

If the order has already entered processing, cancellation may no longer be available.

3. Supplements and Opened Products

For safety, quality-control, and product-integrity reasons, we do not accept returns of supplements that have been opened, unsealed, used, partially consumed, or otherwise tampered with.

Do not open or use a product if you believe you received the wrong item or if you believe the product may be damaged. Contact us first.

We reserve the right to request photographs or other information necessary to verify a claim.

4. Damaged Products

If your order arrives damaged, contact us within 7 days of delivery.

Please provide:

  • Your order number

  • Photos of the product

  • Photos of the packaging

  • Photos showing the damage

  • Any other information reasonably requested by our support team

We will review the claim and, where appropriate, provide a replacement or other remedy in accordance with applicable law.

Claims submitted after 7 days may not be eligible for replacement or other remedies unless otherwise required by applicable law.

5. Incorrect Products

If you receive a product that is different from the product you ordered, contact us within 7 days of delivery.

Do not open or use the incorrect product.

Once we verify the error, we will provide an appropriate resolution, which may include a replacement or refund.

6. Defective Products

If you believe your product has a manufacturing defect or other product-quality issue, contact us as soon as possible.

Please provide your order number and clear photographs or other information that allows us to investigate the issue.

If the product is determined to be defective, SOLAZ will provide an appropriate remedy in accordance with applicable law.

7. Refused or Undeliverable Packages

If a package is returned to us because the customer:

  • entered an incorrect address,

  • provided incomplete shipping information,

  • refused delivery,

  • failed to collect the package, or

  • otherwise caused the package to be returned,

the order is not automatically eligible for a refund.

Because orders are prepared specifically for fulfillment, we may be unable to resell or reuse returned products.

If a package is returned to us, contact our support team. We will review the circumstances of the return and determine whether any resolution is available.

Any shipping, fulfillment, or return costs associated with a customer-caused return may be deducted from any refund that we agree to provide, where permitted by applicable law.

8. Order Cancellations

Cancellation requests must be submitted as soon as possible after placing an order.

We cannot guarantee cancellation once an order has entered processing.

If the order has already been prepared, labeled, packaged, or otherwise processed for fulfillment, the order may no longer be cancellable.

9. Refunds

Approved refunds will be issued to the original payment method.

Processing times may vary depending on the payment provider or financial institution.

A refund will not be issued simply because a customer refuses delivery, changes their mind, or no longer wants the product.

Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.

10. Order Information

Customers are responsible for reviewing their order information before completing checkout, including:

  • Product selection

  • Quantity

  • Shipping address

  • Email address

  • Billing information

Once an order has entered processing, changes may not be possible.

11. Contact Us

If you believe there is an issue with your order, contact us as soon as possible and include your order number.

Our team will review the situation and determine the appropriate resolution under this policy and applicable law.

SOLAZ reserves the right to investigate all refund and replacement requests before approving a resolution.