Buyer protection and returns

An order placed and paid through Sol Sundries checkout can be claimed, whatever the creator’s return policy, when:

• It didn’t arrive.
• It arrived damaged or broken.
• It isn’t as described: clearly different from the listing (materials, size, color or the piece itself).

A claim is a request. The founder reads the order, the messages and your photos, then decides. It isn’t a promise that every case is refunded.

Not a claim: anything paid for off Sol Sundries (bank transfer, payment apps, another website, cash), normal wear after delivery, and change of mind, which is up to each creator’s return policy below.

1. Open the order in Your orders and message the creator there. Photos help. Many things get sorted this way: a replacement, a repair, or a refund.
2. If it isn’t resolved within 48 hours of your first message, use Help with this order on the same page to open a claim. Tell us what happened and add photos.
3. Claims can be opened up to 30 days after the latest estimated delivery date (or after the delivery date, if the order was marked delivered).
4. The creator has 3 days to refund, offer a partial refund, or decline with a reason. If they decline, you turn an offer down, or those 3 days pass, the founder reviews the order, the messages and your photos, and decides: a full refund, a partial refund, or no refund, with a note to both of you.
5. We email you and the creator at each step.

Each creator sets their own return policy. There are three options, and no returns is the default:

• No returns: no change-of-mind returns. You can still open a claim if the piece doesn’t arrive, arrives damaged, or isn’t as described.
• Returns within 14 days of delivery.
• Returns within 30 days of delivery.

The policy is shown on every listing, in your cart and at checkout before you pay, and on your order confirmation. Your order keeps the policy it was bought under, even if the creator changes it later.

Where returns are accepted, ask from your order page. The creator accepts or declines. If they accept, the pieces are refunded (the original shipping isn’t), and you pay return shipping.

Until a creator marks an order shipped, they can cancel it from their studio. The pieces go back into their shop, and the payment is marked refunded in full (pieces and shipping). No real card was charged.

Checkout is in test mode, so no real card is charged and an approved refund does not go back to a bank. It is recorded on the order. If a creator code or sale was applied, the record matches what the test payment actually took.

The recorded refund comes out of the creator’s payout for that order. Sol Sundries gives back its fee on the refunded amount. If the creator was already paid for the order, the amount becomes a balance they owe, taken from their next payouts. In test mode, no money moves.

Creators see your name and shipping address so they can send your order. They don’t see your email address. All contact happens through order messages, so there’s a record if you open a claim.

Choose your return policy in your studio under Returns & claims. No returns is the default. Describe pieces honestly (materials, size, made-to-order timing), pack them with care, add tracking when you can, and answer order messages promptly.

Tracking and order messages are what the founder looks at first when a claim comes in. Approved refunds are deducted from your payout for that order, or owed from your next payout if it was already sent.