Exchanges and change of mind returns 

We do not accept exchanges or returns for change of mind or other circumstances. As a sustainable business we try to reduce our carbon footprint as much as possible, and placing this limit on change of mind returns and exchanges helps us do this. 

You may have rights under the Australian Consumer Law (see below) in addition to this clause.

Making a return

If you receive damaged or faulty goods, please contact us within 7 days of your receipt of the goods at hello@solmates.com.au to arrange a return. The return request must include a photo of the unused faulty item, details of the issue and proof of purchase and/or order number.  

We kindly ask that you return any faulty products, so that we can reuse and recycle the parts.  As part of the refund process we will offer this ‘takeback’ program to you and arrange return shipping.  

You may have rights under the Australian Consumer Law (see below) in addition to this clause.

Australian Consumer Law 

This clause will only apply to where you are a consumer as defined under the Australian Consumer Law (Australian Consumer Law) in the Competition and Consumer Act 2010 (Cth).

Nothing in this Returns and Refunds Policy (Terms) attempts to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the Australian Consumer Law. In Australia, our goods come with guarantees which 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. Any and all other warranties or conditions which are not guaranteed by the Australian Consumer Law are expressly excluded where permitted, except to the extent such warranties and conditions are fully expressed in these Terms.

Where you return products to us to seek an Australian Consumer Law remedy, you will need to cover any associated costs (for example delivery costs) of you returning the products to us. 

Where your claim is a valid claim under the Australian Consumer Law, we will refund your return delivery costs and, depending on the failure, either dispatch a new or repaired replacement product or refund you the Price of the relevant product. 

Please contact us at hello@solmates.com.au for further information.