At SOLTHAVEN WORKS LLC, customer satisfaction is important to us. We want every purchase to meet reasonable expectations. If an item does not meet your expectations or arrives with a quality issue, we provide a clear return and refund process under the conditions outlined below.
Please review this policy before submitting a return request.
1. Return Eligibility
Customers may request a return within 30 days of receiving their order.
To qualify for a return, the following conditions generally apply:
- The item must be unused and in its original condition.
- The item must not show signs of washing, wear, alteration, or accidental damage.
- Original packaging and included accessories should be retained where reasonably possible.
- Proof of purchase or valid order information must be provided.
Items that have been used, damaged through customer handling, or otherwise affected in a way that prevents resale may not be eligible for return.
2. Reasons for Return
We accept return requests under the following circumstances:
Quality-Related Issues
If an item arrives defective, damaged, or materially different from the description provided on our website, customers may contact us to arrange an appropriate return or resolution.
In cases involving confirmed quality issues, SOLTHAVEN WORKS LLC will cover the reasonable return shipping costs.
Non-Quality-Related Returns
If a customer changes their mind or no longer wishes to keep an item, a return request may still be submitted subject to the eligibility requirements.
For non-quality-related returns, the customer is responsible for the applicable return shipping costs.
3. How to Request a Return
To begin the return process, please follow these steps:
1. Contact us at [email protected].
2. Provide your order number and the reason for the return.
3. Include photographs if the item is damaged or has a quality issue.
4. Wait for our customer service team to review your request and provide return instructions.
5. Package the approved item securely and send it to the designated return address.
Please do not send items back before receiving return authorization and instructions.
4. Return Address
Approved returns should be sent to the following address:
SOLTHAVEN WORKS LLC
2509 LIONS ROAD
NORTH POLE, AK 99705
United States
Please ensure that your order information is included inside the return package so that we can identify and process your return efficiently.
5. Refund Conditions
Once the returned item has been received and inspected, we will determine whether it meets the applicable return requirements.
If the return is approved, the refund will be issued to the original payment method.
Refunds are generally processed within 3–5 business days after the returned item has been received and approved.
Please note that the time required for the funds to appear in your account may vary depending on your bank or payment provider.
6. Non-Returnable Items
Returns may be declined under the following circumstances:
- Items showing signs of use or wear.
- Products that have been washed or altered.
- Items damaged after delivery due to improper handling.
- Products missing essential components or accessories.
- Items whose original condition has been affected to the extent that they are no longer suitable for resale.
This section does not limit any mandatory consumer rights available under applicable law.
7. Exchanges
If you wish to exchange an item, please contact our customer service team before sending anything back.
Exchange requests are subject to product availability and approval. Depending on the circumstances, we may recommend returning the original item and placing a separate order.
8. Late or Missing Refunds
If you have not received your refund after the stated processing period, we recommend:
- Checking your original payment account.
- Contacting your bank or card issuer to confirm whether the refund is pending.
- Contacting our customer service team if the refund still cannot be located.
We will assist in reviewing the transaction status where necessary.
9. Order Cancellation
If you need to cancel an order, please contact us as soon as possible.
Cancellation requests can generally be accommodated before an order enters the shipping or fulfilment process. Once an order has been dispatched, it must follow the standard return procedure.
10. Contact Us
For return requests, refund enquiries, or assistance with an order, please contact:
SOLTHAVEN WORKS LLC
Email: [email protected]
Please include your order number and a brief explanation of your request so that we can assist you more efficiently.
We appreciate your understanding and the opportunity to resolve any concerns. SOLTHAVEN WORKS LLC is committed to handling eligible returns fairly and providing a transparent refund experience.