Cancellation, Refund And Return Policy
Cancellation, Refund & Return Policy
Clear Policy for Cancellations, Refunds and Returns
This policy explains how Soltlane handles order cancellations, refunds, returns, damaged shipments, wrong items, international delivery issues, and customer responsibilities for orders placed on our website.
Order Cancellation
Cancellation Before Shipment
Customers may request cancellation before the order is packed, processed for dispatch, or handed over to the postal or courier partner. Once shipment processing has started, cancellation may no longer be possible.
- Cancellation requests should be made as early as possible.
- Orders already packed or dispatched cannot usually be cancelled.
- Special-order, bulk, or sourced-on-request items may not be cancellable.
- Payment gateway charges or currency conversion fees may not be refundable.
Refund Eligibility
When Refunds May Be Considered
Refunds may be considered after review where there is a valid issue such as a wrong item shipped, missing item, confirmed order cancellation before dispatch, or eligible damage reported with proper evidence.
- Wrong item received
- Missing item from the order
- Eligible damaged item reported promptly
- Approved cancellation before shipment
Return Conditions
Books and Printed Materials
Because Soltlane sells books and printed materials, returns are accepted only in limited situations. Returned items, where approved, must generally be unused, complete, and in resalable condition unless the issue was caused by damage or incorrect shipment.
Returned products should generally remain unused and undamaged.
Packaging, invoice, and order details may be required for review.
Returns must be approved by Soltlane before sending items back.
Return shipping may be customer responsibility unless the issue was caused by us.
Damaged or Wrong Items
Report Issues Promptly
If a product arrives damaged, incorrect, or incomplete, customers should contact Soltlane support as soon as possible with order details and clear photographs of the package and item condition.
- Share order number and registered email address.
- Provide clear photos of outer packaging and affected item.
- Keep packaging until the issue is reviewed.
- Resolution depends on evidence, product condition, and carrier circumstances.
Publisher Variations
What Is Not Usually a Defect
Minor publisher-related differences are not usually treated as product defects. Islamic books may vary by edition, print batch, cover design, binding, paper quality, or publisher updates.
- Minor cover design changes
- Publisher edition updates
- Slight size, binding, or paper variation
- Normal minor transit handling marks
International Orders
Customs, Import Duties and Refused Delivery
Import duties, customs fees, taxes, postal handling fees, courier clearance charges, or local delivery charges may apply depending on the destination country. These charges are not collected by Soltlane and are the customer’s responsibility.
- If charged, customs or import fees must be paid directly to the local post office, courier, or customs department.
- Orders refused due to customs charges may not qualify for a full refund.
- Shipping charges are generally non-refundable after dispatch.
- Returned or abandoned international parcels may involve return costs or carrier deductions.
Weight-Based Shipping
Shipping Refund Limitations
Soltlane uses destination-based and weight-based shipping rates. Once an order is dispatched, shipping charges are generally paid to carriers and may not be refundable.
Shipping varies by destination country.
Shipping depends on total parcel weight.
Adding more books may improve shipping value per item.
Carrier-paid charges may not be refundable after dispatch.
Refund Processing
How Refunds Are Processed
Approved refunds are generally processed through the original payment method where possible. Refund timelines may vary depending on payment gateway, bank, card issuer, wallet provider, or international banking systems.
- Refunds are processed only after review and approval.
- Payment gateway timelines may vary.
- Partial refunds may apply in certain cases.
- Currency conversion differences may not be controlled by Soltlane.
Bulk Orders
Wholesale and Institutional Orders
Bulk, wholesale, institutional, or sourced-on-request orders may have separate cancellation, return, and refund conditions depending on quantity, sourcing status, packing stage, and shipping arrangement.
- Bulk orders may require special review.
- Custom quotes may have separate terms.
- Large orders may not be cancellable after sourcing begins.
- Shipping and handling costs may differ from retail orders.
Need Help?
Contact Soltlane Support
If you need help with cancellation, refund, damaged product, wrong item, missing item, customs issue, or bulk order concern, please contact Soltlane with your order details.