Refund policy
We believe that the success of any brand lies in the number of happy customers they create. This is why we are committed to achieving 100% customer satisfaction.
Money-Back Guarantee
We practice a 90-day money-back guarantee on product quality that covers the first non-subscription order of each unique product or bundle. In the case that you are not satisfied with the results of using our product, you can get in touch with our Customer Happiness team to enquire about your eligibility for a money-back guarantee claim by CLICKING HERE.
For more details on our money-back guarantee and eligible purchases, check out this article.
Claiming Refunds
You have 90-days from the delivery date to make a claim through our money-back guarantee on one-time purchases from the delivery date of our products. Refunds for subscriptions are not applicable for subscription orders placed after December 1, 2024.
On a rare occasion, we might require that you destroy the product to qualify for a refund. This is to ensure that products we suspect is unsafe to consume are not accidentally ingested by other people, pets or, wildlife.
When canceling an order, refunds are processed instantly and will reflect on your transaction statement based on your respective payment method.
If an order is canceled before shipping, a full refund, including shipping fees, will be issued. For shipped orders, the refund amount will exclude shipping fees.
Refund Turnaround Time
Once processed, PayPal refunds take effect instantly and will reflect on your PayPal balance in real-time. Take note that if you used PayPal eCheck, it may take up to 10 business or more to clear as estimated by PayPal. PayPal can only refund you after the eCheck is cleared. Kindly contact us if your eCheck has not cleared and failed to refund after 20 days.
Credit and Debit card processing time varies depending on your card issuing bank’s turnaround time. This can range anywhere between 7 to 14 banking days before it’s reflected in your bank statement. Contact your bank to investigate if the refund is not reflected in your bank statement after 14 days.
When processing refunds, there is often some processing time required by banks before a refund is reflected in your bank statement. We ask that you refrain from filing a dispute or chargeback request with your financial institution as it will significantly prolong your refund process, sometimes taking over 75 days, depending on your bank as they need to investigate thoroughly and review the case.
Pausing, Skipping, or Delaying Subscription Orders
We understand the need for flexibility! If you’d like to take a break, you can pause, skip, or delay your upcoming shipments by simply filling out this form. Our Customer Support team will take care of the rest for you.
For a seamless experience, submit your request before your next subscription order date. If you have any questions, feel free to reach out to us!
Changing order details or canceling your order
Changed your mind? Get in touch with us as soon as possible with your order number ready.
We might be able to help you amend your order details if it has not been fulfilled, but we cannot promise that we are always able to. If you decide to cancel, we can refund the full amount paid for the order to your original mode of payment. Read our guide to canceling orders to learn how.
Sometimes, the processing of your shipment is too far away for us to be able to make changes to the order. In these instances, we would not be able to cancel or make changes to your order.
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Requests to modify or cancel an order must be made within 12 hours of placing it. We will process your request as long as the order has not yet been fulfilled or shipped.
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If the request is made outside our business hours 8:30 AM - 8:00 PM (PST) or during recognized holidays, processing may be delayed, and changes or cancellations cannot be guaranteed.
An important point to note is that Cancelling your subscription does not cancel an order that has already been charged and placed through the subscription.
Returns
It is important to note that subscription orders placed after December 1, 2024, are not covered by our Money-Back Guarantee.
If you're unsure about this process, please contact us via our Contact Us page.
Damaged Items or Package
We take every measure to ensure smooth delivery of our goods. That said, there are circumstances that are still outside of our control. Solamz is not liable for any goods lost or damaged by third-party postal carriers. In cases where your product arrives damaged, please check with our customer service team if your order is eligible for a refund or substitution. If Solamz decides to issue a refund, credit will be applied to your original mode of payment. If we are replacing the product, we may request that you destroy the contents of the bottle to ensure, for your safety and of those around you, that the compromised contents are not consumed. Please refer to this article for instructions on How to safely dispose of supplement capsules or tablets.
When contacting us HERE, please prepare the following information.
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Details of the complaint
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Photo evidence of the complaint
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Photo of the bottle's batch number & expiry date, which is located on the exterior bottom of the bottles
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Your order ID (JAR#####)
Refusal of Service
In rare circumstances, we may evaluate a customer’s account, purchase, refund, and return history, and retain the right to refuse services and/or prevent a customer from placing orders with us in the future without providing further details regarding our decision.