Refund Policy
Effective as of: August 4, 2026
At Solyra® Spider Web, we want you to be completely satisfied with your "Solar Spider Web" purchase. If you are not entirely happy with your order, we offer a straightforward refund and exchange policy.
1. 30-Day Return Window
You have 30 calendar days from the date your order was delivered to initiate a return for a refund or exchange. After 30 days from the delivery date, we unfortunately cannot offer you a refund or exchange.
2. Condition of Returned Items
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it.
- In its original packaging, including all components, accessories, and manuals.
- Free from any signs of wear, damage, or alteration.
Items that do not meet these conditions may be subject to a partial refund or refusal of the return.
3. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Us: Send an email to support@solyraspiderweb.com with your order number and the reason for your return.
- Receive RMA Number: Our customer service team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send your item back. Please do not send your item back without an RMA number, as it may delay or prevent your refund.
- Package Your Item: Securely package the item in its original packaging, including all original contents. Clearly write the provided RMA number on the outside of the package.
- Ship Your Item: Send the package to the address provided in the return instructions.
4. Refund Method and Processing Time
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days. Please note that it may take some additional time for your bank or credit card company to post the refund to your account.
5. Return Shipping Costs
The customer is responsible for paying the shipping costs for returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be deducted from your refund unless the item was damaged or defective upon arrival.
6. Non-Returnable Items
Certain types of items cannot be returned. These include:
- Products that are not in their original condition, are damaged, or have missing parts for reasons not due to our error.
- Items marked as "Final Sale" or "Clearance."
- Personalized or custom-made items.
- Hygiene products (if applicable).
7. Damaged or Defective Items
If you receive a "Solar Spider Web" product that is damaged or defective upon arrival, please contact us immediately at support@solyraspiderweb.com within 7 days of delivery. To help us resolve the issue quickly, please include:
- Your order number.
- A description of the damage or defect.
- Photographs or videos clearly showing the damage or defect.
Upon verification, we will offer you a free replacement or a full refund, including any original shipping costs. We may provide a pre-paid return label for the damaged/defective item.
8. Exchange Policy
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@solyraspiderweb.com to initiate the process. For non-defective items, if you wish to exchange for a different product, please follow the return process for a refund and place a new order for the desired item.
9. Late or Missing Refunds Troubleshooting
If you haven’t received a refund yet, please take the following steps:
- Check Your Bank Account: First, check your bank account again.
- Contact Your Credit Card Company: Next, contact your credit card company; it may take some time before your refund is officially posted.
- Contact Your Bank: There is often some processing time before a refund is posted.
- Contact Us: If you’ve done all of this and you still have not received your refund, please contact us at support@solyraspiderweb.com.