Refund Policy

Every SolScape mat is built with an engineered dual-layer mesh weave designed to let sand fall straight through. If it doesn't live up to that promise, you're covered by our 30-Day Sand-Free Guarantee (our 30-Day Satisfaction Policy).

• Window: Contact us within 30 days of your confirmed delivery date.
• How to claim: Email support@shopsolscape.com with your order number and a short description of the issue.
• Outcome: Once reviewed, we'll arrange a replacement or refund in line with this policy.

If your SolScape mat arrives damaged, defective, or you received the wrong item, we will make it right at no additional cost to you.

• Notification period: Contact support@shopsolscape.com within 30 days of the confirmed delivery date.
• Requirements: Include your order number, a brief description of the issue, and clear photo or video proof showing the defect or damage.
• Resolution: Once verified, we'll send a free replacement or issue a full refund to your original payment method. You will not be required to return the damaged item.

If you simply change your mind about your order:

• Eligibility: Return requests must be submitted within 30 days of delivery. The item must be in its original, unused, unwashed condition, free of sand or wear, and in its original packaging.
• Return shipping: For change-of-mind returns, return postage is covered by the customer. We don't supply prepaid return labels, but our team is happy to point you to the easiest option.
• Tracking: We recommend a tracked postage service so your return can be traced if anything goes astray in transit.
• Processing: Once your return arrives and has been checked, we process your refund (original shipping costs are not included).

Orders can be cancelled or modified within 2–4 hours of placement. Email support@shopsolscape.com with your order details. Orders are dispatched in 1–2 business days; once an order has been packed or dispatched we can no longer change it, but you can still use our standard return process once it arrives.

Tracked delivery takes 7–12 business days Australia-wide. If your tracking shows no progress beyond this window, or the carrier confirms the parcel as lost in transit, contact support@shopsolscape.com. We will arrange a complimentary reshipment or issue a full refund.

Approved refunds are credited back to the original payment method. Please allow 5–10 business days for your bank or card issuer to show the funds on your statement.

For all returns, exchanges, or guarantee enquiries, contact our team at support@shopsolscape.com.