Refund Policy

1. Damaged, Defective, or Incorrect Items

If your SolScape™ mat arrives damaged, defective, or you received the wrong item, we will make it right immediately at zero additional cost to you.

• Notification Period: Please contact our support team at support@solscape.co within 30 days of the confirmed delivery date.
• Requirements: Include your order number, a brief description of the issue, and clear photo/video proof showing the defect or damage.
• Resolution: Once verified, we will arrange a free replacement reorder dispatched immediately, or issue a full refund to your original payment method. You will not be required to return the damaged item.

2. Standard Returns (Change of Mind)

If you simply change your mind regarding your order:

• Eligibility: Return requests must be submitted within 30 days of delivery. To be eligible, the item must be in its original, unused, unwashed condition, completely free of sand or wear, and inside its original packaging.
• Return Shipping & Costs: All return shipping fees, postal costs, tracking fees, and customs duties are the STRICT RESPONSIBILITY OF THE CUSTOMER. SolScape CO. does not provide prepaid return labels.
• Tracking & Liability: The customer is strictly responsible for using a tracked and insured shipping service. SolScape CO. cannot be held liable for items lost, delayed, or damaged during return transit.
• Restocking & Processing: Once the returned merchandise is received, inspected, and verified by our logistics warehouse, your refund (strictly excluding original shipping costs) will be processed.

3. Order Cancellation & Modifications

Because orders are processed automatically to ensure the fastest possible dispatch, cancellation or modification requests must be submitted within 2 hours of placing your order. Once an order has entered fulfillment or dispatched tracking, it cannot be canceled mid-transit and must follow the standard return process upon arrival.

4. Non-Delivered Orders

If your tracking information shows no progress beyond our maximum estimated delivery window, or if the carrier confirms the parcel as lost in transit, please contact support@solscape.co. We will immediately initiate a complimentary priority reshipment or issue a full refund.

5. Refund Processing Time

Approved refunds are credited directly back to the original method of payment. Please allow 5–10 business days for your financial institution or credit card issuer to post the funds to your account statement.

6. Customer Support Contact

For all returns, exchanges, or warranty inquiries, please reach out to our team at: 📧 support@solscape.co
Our support desk operates Monday to Friday and responds within 24–48 business hours.