Cancellation, Refund And Return Policy

Policy Overview

At Soltlane, we aim to handle cancellation, return and refund requests fairly and according to the circumstances of each order.

Because orders may involve physical books, international shipping and third-party delivery services, the resolution available for a particular request may depend on factors such as the order status, reason for the request, condition of the product and delivery circumstances.

Customers should contact Soltlane as soon as reasonably possible after identifying an issue so that the order can be reviewed.

Order Cancellation

If you wish to cancel an order, please contact Soltlane as soon as possible after placing it.

A cancellation may be possible if the order has not yet progressed too far through processing, preparation or dispatch.

Once an order has already been dispatched, it may no longer be possible to cancel it as an ordinary order cancellation.

Return Requests

If you believe an item should be returned, please contact Soltlane before sending the product back. We will review the reason for the return and provide further instructions where applicable.

When contacting us, please provide enough information for us to identify and assess the request. This may include:

• Your order number.
• The name of the affected product.
• A clear explanation of the issue.
• Photographs or other supporting information where relevant.
• Details of the parcel or delivery if the issue is shipping-related.

After reviewing the request, we will advise you of the next appropriate step.

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or different from the item ordered, please contact us with your order information and clear evidence of the issue.

Where appropriate, photographs may help us assess the product, packaging and nature of the problem. Please retain the product and its packaging while the matter is being reviewed.

Once the issue has been assessed, the available resolution will depend on the circumstances of the order and the nature of the problem.

Condition of Returned Items

Where a return is approved for reasons other than an item arriving damaged, defective or incorrect, the product should generally be returned in the same condition in which it was received.

The item should be kept appropriately protected during the return process. Unnecessary damage, marking or deterioration may affect the assessment of the return and any resulting refund.

Please follow the return instructions provided by Soltlane rather than sending an item to an address obtained from a parcel label or another source without confirmation.

Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return and the circumstances of the order.

For example, a return arising from an incorrect or damaged item may be handled differently from a customer-requested return where the correct product was supplied.

Please contact Soltlane before arranging return shipping. We will provide the applicable instructions after reviewing the request.

Refunds

Where a refund is approved, it will be processed after the relevant request has been reviewed and any required conditions have been satisfied.

Depending on the circumstances, this may include reviewing supporting evidence, confirming the status of a shipment, receiving a returned item or otherwise verifying the basis of the request.

After Soltlane processes a refund, the time required for the amount to appear in your account can depend on the payment method, payment service provider, bank or card issuer involved.

Partial Refunds

In some situations, only part of an order or part of an amount paid may be eligible for refund.

This can occur where the issue relates to a particular item, quantity, shipping component or another specific part of an order rather than the entire transaction.

Any applicable partial refund will be determined according to the circumstances of the request and the amount associated with the affected part of the order.

Delivery Delays, Tracking & Postal Issues

Delivery estimates are not the same as guaranteed delivery dates. International shipments can be affected by postal or courier operations, customs, local delivery conditions, public holidays, weather, security checks and other circumstances outside the direct control of Soltlane.

A shipment being delayed does not necessarily mean that it has been lost. Where tracking is available, customers should review the latest tracking status and follow any instructions issued by the local delivery service.

If a shipment appears to have a significant delivery issue, please contact us with your order details so that the available information can be reviewed.

Refused, Unclaimed & Returned-to-Sender Parcels

A parcel may be returned to the sender if delivery cannot be completed. Reasons can include refusal, failure to collect the parcel, unsuccessful delivery attempts, address issues or other circumstances determined by the delivery service.

If a parcel is returned to Soltlane, the order will be reviewed after the parcel’s status and condition are confirmed.

Any refund, reshipment or other resolution will depend on the circumstances that caused the return and any costs associated with the original shipment, return movement or a new shipment.

Incorrect or Incomplete Delivery Address

Customers are responsible for providing accurate and sufficiently complete delivery information when placing an order.

If you notice an address error after ordering, please contact Soltlane as soon as possible. We may be able to update the information if the order has not yet progressed too far through processing or dispatch.

Once a shipment has been dispatched, changing its destination may not be possible. Additional costs resulting from an incorrect, incomplete or undeliverable customer-provided address may affect the available resolution.

How to Request Assistance

To request assistance with a cancellation, return, refund, damaged item, incorrect product or delivery issue, please contact Soltlane through our Contact Us page.

Please include relevant information so that the request can be reviewed efficiently:

• Your order number.
• Your name and order details.
• The affected product or shipment.
• A clear description of the issue.
• Photographs or other supporting evidence where relevant.

Please avoid sending the same request repeatedly through multiple channels while a case is already being reviewed, as this can make the communication history more difficult to follow.