Solana ThermalReturns & Refunds
You may return any piece acquired from Solana Thermal within 30 days of receiving it, for any reason. Below we detail the required condition, the return process, associated postage costs, and the reimbursement timeline.
Conditions
To qualify for a refund, your Solana Hand Warmer must be in its original, unused condition, housed inside its original product packaging with all cables, wrist straps, and instruction sheets included, and submitted within exactly 30 days from the delivery date.
Arranging your return
- Initiate Request: Contact customer support at [email protected] with your order number and reason for return.
- Obtain Authorization: Receive an official Return Merchandise Authorization (RMA) identifier and the designated domestic return facility address.
- Secure Shipment: Repack the hand warmer securely in its original protective retail box and place it inside a sturdy shipping container.
- Inspection and Settlement: Receive your monetary refund via direct bank transfer or verified invoice credit within 3-10 business days after the returned product successfully passes quality control.
Who pays return shipping
Should the product arrive defective, scuffed, or mispacked, we cover all transit costs by providing a prepaid shipping label or scheduling a courier. If you simply decided against keeping it, you cover return postage, with no additional handling deductions.
Refund timing and method
Funds are released within 3 business days once the returned item clears inspection. For cash-on-delivery purchases, we remit payment via bank transfer to your designated account; bank-transfer payments return to the source account. Banks typically credit your account within 1 to 5 business days.
Resolutions by scenario
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Replacement dispatched, incorrect unit retrieved | None |
| Parcel lost | Replacement parcel or complete refund following the carrier trace | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Total reimbursement of the purchase price | Return shipping only |
Exchanges
To swap for another model or finish, follow our return instructions and submit a separate purchase; we reimburse the initial piece as soon as it reaches us. If the change arises from an error on our part, your replacement order is delivered free of charge.
Cancelling an order
You may cancel your purchase without fee right up until the package leaves our facility. Contact [email protected] quoting your order reference. Once it is in transit, the standard return protocol takes effect.
Questions about this policy
Reach us by email at [email protected] or telephone +1 (423) 603-5976 during Mon-Fri 09:15-17:00, Sat 09:45-14:00. We reply to all messages within one business day.
- Merchant
- Solana Thermal LLC
- Registered address
- 100 Cherokee Blvd, Chattanooga, TN 37405, United States
- [email protected]
- Phone
- +1 (423) 603-5976
- Working hours
- Mon-Fri 09:15-17:00, Sat 09:45-14:00
- Registration
- EIN: 14-8982885