Returns & Refunds
You may return purchases from Solana Heatworks within 14 days of receipt for any reason, provided items remain unused and in their original packaging. The information below details return terms, instructions, freight responsibilities, and payout schedules.
14-day refund guarantee01
The return timeframe spans 14 days starting from the date of package arrival. This policy covers damaged deliveries, manufacturing faults, incorrect shipments, or regular change of mind.
Return conditions02
- Damaged or faulty merchandise: replacement pair or full reimbursement including outbound postage fees; please attach verification photos with your claim.
- Incorrect product supplied: we dispatch the proper pair immediately and arrange retrieval of the wrong item at our own expense.
- Standard returns: gloves must remain unworn, complete with tags intact and inside original packaging. You cover return transport fees, and original shipping charges remain non-refundable.
- Garments opened against hygiene guidelines cannot re-enter inventory and do not qualify for return unless defective.
How to process a return03
- Contact [email protected] or call +1 (204) 320-8470 within 14 days of parcel arrival. Include your order reference, the return explanation, and clear photos if the gear arrived damaged.
- We provide your return authorization code and receiving address within one business day.
- Pack the gear into the original container, insert a slip listing your return code, and tape the package shut.
- Post the parcel to the designated depot and forward the tracking code to us. Retain postal receipts until your funds clear.
Refunds and processing time04
We examine returned gear within 3 business days of intake and notify you by email. Reimbursements credit your original payment channel: cash on delivery orders receive a bank transfer to your nominated account, while direct bank transfers reverse to the origin account. Banks typically process the transaction within 1-5 business days.
Exchanges and cancellations05
For another size or model, submit a standard return and order the new pair directly; we issue your credit once the original shipment arrives. You may cancel orders at no charge prior to shipping by emailing [email protected] with your order details.
Questions about this policy06
Send a message to [email protected] or reach us at +1 (204) 320-8470 during Mon-Fri 10:00-19:30, Sat 09:30-13:45. Our team responds within one business day.