Refund & Return Policy
Every piece we make is meant to be loved. If it isn't, we want to make it right.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on every order. If you're not happy with your purchase for any reason, contact us within 30 days of the delivery date and we'll issue a full refund of the product price.
In most cases you won't need to send the item back. If we do ask for a return, we'll send you clear instructions first.
How to Request a Refund
Email us at support@mysolamz.com or use our Contact Us page, and include:
- Your order number
- The name and email address used for the order
- A short note on what went wrong (photos help if there's an issue with the product)
Damaged or Defective Items
We pack every order carefully, but clay, acrylic and glass can occasionally be damaged in transit. If your order arrives broken, cracked, chipped, or the LED lights on a jar don't work, contact us within 30 days of delivery with your order number and photos of the item and packaging. We'll send a replacement or issue a refund to your original payment method.
For your safety, please don't try to repair a broken glass jar or an LED light string.
Made-to-Order and Personalized Items
Our clay figurines and mahjong sets are made after you order, and personalized items are made just for you. Please check names, spelling and other details before you order. If we make a mistake, or your item arrives damaged, we'll make it right.
Order Changes and Cancellations
Need to change or cancel your order? Contact us within 12 hours of placing it with your order number. We can update or cancel any order that hasn't been fulfilled or shipped yet, and we'll refund the full amount to your original payment method.
Once an order has shipped, we can no longer cancel it, but you're still covered by our 30-day money-back guarantee. Orders canceled before shipping receive a full refund, including shipping fees. For orders that have already shipped, the refund excludes shipping fees.
Returns
If we ask you to return an item, please pack it securely and send us the tracking number once it ships. We'll process your refund as soon as the return is received.
We are unable to accept returns of international orders. International customers are still covered by our 30-day money-back guarantee for damaged or defective items.
Refund Processing Time
Approved refunds go back to your original payment method:
- PayPal: usually reflected in your PayPal balance right away. PayPal eCheck payments must clear first, which can take up to 10 business days.
- Credit and debit cards: 7-14 business days, depending on your bank. If you don't see the refund after 14 days, please contact your bank.
Please contact us before opening a dispute or chargeback with your bank. We can resolve most issues much faster, while bank disputes can take 75 days or more.
Lost Packages
If your order hasn't arrived within 30 days of shipping, contact us and we'll send a replacement or issue a full refund.
Refusal of Service
In rare cases, we may review a customer's purchase and refund history and reserve the right to refuse future orders.
Contact Us
Solamz LLC
1500 N Grant St Ste N, Denver, CO 80203, United States
Email: support@mysolamz.com
Phone: +1 (719) 789-8679
