Returns Or Exchanges

This Return & Exchange Policy applies to purchases made through Soltherra Home.

Soltherra Home is operated by HONG KONG SING TOU LIMITED, a company based in Hong Kong.

Business Address:
RM 91, 1/F, BLK 2 CAMELPAINT BLDG
62 HOI YUEN RD
KWUN TONG
HONG KONG

Email: support@soltherrahome.com
Telephone: +852 2635 9788

Return Period

Customers may request a return within 30 days of receiving their order.

To be eligible for a return:

• Items must be unused and in their original condition.

• Products should include original packaging where applicable.

• All included accessories, manuals, and components should be returned where applicable.

• Proof of purchase or valid order information must be provided.

We reserve the right to refuse returns that do not meet the applicable return requirements.

Non-Returnable Items

The following products may not be eligible for return:

• Used, damaged, modified, or altered items, except where the damage occurred during delivery or the product is otherwise defective.

• Products that have been customized or made according to specific customer requirements, where applicable.

• Clearance or final-sale products clearly identified as non-returnable.

• Products missing original packaging, accessories, or components where these are reasonably required for return processing.

Nothing in this policy limits any rights that may apply to customers under applicable law.

Return Process

To request a return, please follow the steps below.

1. Contact Customer Support

Email our Customer Support team at:

support@soltherrahome.com

Please include:

• Order number

• Product name or relevant product information

• Reason for the return

• Photos or other supporting information, if applicable

2. Return Authorization

Our Customer Support team will review your request and provide return instructions if the return is approved.

Please do not send products to an address without first receiving return instructions from our Customer Support team.

3. Return Shipment

Customers should securely package approved return items and ship them according to the return instructions provided by our Customer Support team.

Returned products should be packaged appropriately to help prevent damage during transportation.

4. Inspection and Refund

Once the returned product has been received and inspected, we will determine whether the returned item meets the applicable return requirements.

If the return is approved, we will process the applicable refund in accordance with this policy.

Refund Processing

Approved refunds will be issued to the original payment method used for the purchase, unless otherwise required or permitted by applicable law.

Refunds are generally processed within 3–10 business days after the return has been approved.

After we process a refund, the time required for the funds to appear in the customer’s account may vary depending on the customer’s bank, card issuer, or payment provider.

Exchanges and Replacements

We may provide an exchange or replacement in situations including:

• The wrong product was received.

• The product was damaged during delivery.

• The product has a confirmed defect.

Photos or additional information may be requested to help verify the issue.

If the same product is unavailable, we may provide an alternative solution or issue an applicable refund.

Return Shipping Costs

We cover reasonable return shipping costs when the return is caused by an issue attributable to us, including:

• The wrong product was shipped.

• The product arrived damaged.

• The product has a confirmed manufacturing defect.

Customers are generally responsible for return shipping costs when:

• The product is no longer wanted.

• The wrong product was selected by the customer.

• The return is unrelated to a product defect or fulfillment error.

Original shipping charges are generally non-refundable unless the return is caused by our error or applicable law requires otherwise.

Return Conditions

Returned products should:

• Be in resalable condition where applicable.

• Show no signs of excessive use or misuse.

• Include original packaging and included components where applicable.

Refunds may be reduced or declined if returned items do not meet the applicable return conditions, except where otherwise required by applicable law.

Damaged, Defective, or Incorrect Items

If you receive an incorrect, damaged, or defective product, please contact us as soon as reasonably possible after delivery.

Please provide:

• Order number

• Description of the issue

• Photos of the product and packaging

• Any other relevant information

We will review the issue and provide appropriate assistance, which may include a replacement, exchange, or refund.

Delivery Issues

Customers are responsible for providing accurate and complete shipping information during checkout.

If a package cannot be delivered because of incorrect or incomplete shipping information, an unclaimed package, or a refused delivery, additional shipping charges may apply if reshipment is requested.

If you experience a delivery problem, please contact our Customer Support team as soon as possible so that we can assist you.

Contact Information

Legal Company Name:
HONG KONG SING TOU LIMITED

Website Brand:
Soltherra Home

Website:
soltherrahome.com

Business Address:
RM 91, 1/F, BLK 2 CAMELPAINT BLDG
62 HOI YUEN RD
KWUN TONG
HONG KONG

Customer Support Email:
support@soltherrahome.com

Telephone:
+852 2635 9788

Business Hours:
Monday – Friday
9:00 AM – 6:00 PM