Refund policy
Refund policy
90 days, and you do not have to send it back
You have 90 days from the day your order arrives to ask for a refund. If Solera has not done what you hoped it would, email us at and we will refund the full purchase price.
You do not need to return the device. There is no restocking fee, no handling fee, and nothing is deducted from what you paid. You keep the Solera Hand Library either way.
We ask one thing, and it is a request rather than a condition: tell us what happened. How long you used it, how often, and what you were hoping would change. We are a young company and that information is worth more to us than the device is.
Why the window is 90 days
Red light is slow. Most people notice nothing for the first 2 to 3 weeks, and a 14 or 30 day window would ask you to decide before there is anything to decide on. 90 days is long enough to give it a fair run and then change your mind.
How to request one
Email with your order number. We will confirm within 1 business day.
Once approved, the refund goes back to your original payment method within 10 business days. Your bank or card issuer may take a few days longer to post it, which is on their side and not ours.
If more than 15 business days have passed since we approved your refund and you have not seen it, email us and we will chase it.
Damaged, defective, or the wrong item
Please open your order when it arrives and check it. If anything is damaged, defective, or not what you ordered, email us with a photo and we will replace it or refund you. This is not limited to the 90 day window and it does not require you to send anything back.
Orders we cancel or refund ourselves
Occasionally we may need to cancel and refund an order at our end, for example when an address is undeliverable or an order cannot be fulfilled. If that happens you receive the full amount you paid, with nothing deducted.
We will always try to reach you by email first. We will not cancel an order without attempting to contact you.
Cancelling before it ships
Email us as soon as you can. If the order has not been dispatched we will cancel it and refund you in full. Once it has left the warehouse it becomes a normal refund request, which is still fine, you just keep the device.
Two-packs
A two-pack can be refunded in full under the same terms. There is no requirement to return either device.
What is not covered
The 90 day refund covers the product not working out for you. It does not cover deliberate damage, or a device that has been taken apart or modified.
Exchanges
If you would like a different item, request a refund and place a new order. That is faster than an exchange and you are not waiting on anything to arrive with us first.
Questions