01
Shipping
Order processing
Once your order has been placed, we begin preparing it
for dispatch. Estimated dispatch information shown on
our website is provided in good faith and may vary
during unusually busy periods, public holidays or
circumstances outside our reasonable control.
Once your parcel has been dispatched, you will receive
an email containing available tracking information.
Shipping charges
Shipping charges, where applicable, are displayed
before you complete checkout. Any promotion offering
free shipping applies only in accordance with the
conditions displayed with that promotion.
Delivery locations
We currently ship to eligible addresses shown as available during checkout. If your location cannot be selected at checkout, we are currently unable to deliver there.
02
Delivery & tracking
Estimated delivery times
Any delivery dates or timeframes displayed on our
website are estimates unless expressly stated
otherwise.
Carrier delays, severe weather, peak periods, customs
processes and other circumstances outside our
reasonable control may affect delivery times.
Tracking your order
Where tracking is available, we will send the tracking
details to the email address used when placing your
order. Carrier tracking information can sometimes take
a short period to update after dispatch.
Incorrect delivery details
Please check your shipping address carefully before
completing your purchase. If you notice an error,
contact us as soon as possible.
We will make reasonable efforts to update an address
before dispatch, but we cannot guarantee that changes
will be possible after an order has entered
fulfilment.
Delayed or missing parcels
If your tracking has not updated for an unusual period,
or your parcel appears to be missing, please contact
our support team so we can investigate with the
relevant carrier.
03
Returns
We want the returns process to be straightforward.
Before returning an item, please contact our support
team so we can confirm the appropriate return
instructions.
Starting a return
-
Contact us using the email address or contact form
listed below.
-
Include your order number and the reason for your
return.
-
Wait for our return instructions before sending the
item.
-
Package the item securely together with the relevant
accessories and components.
Unauthorised returns
Items sent to an address without first following our
return instructions may take longer to identify and
process.
04
SOLACE PROMISE
30-day
Comfort Guarantee.
We want you to have the opportunity to experience how
Solace fits into your evening routine.
If Solace isn't right for you, you may request a return
under our 30-day Comfort Guarantee within 30 days of
receiving your order, subject to the conditions below.
Eligibility
To request a return under the Comfort Guarantee, contact us within 30 days of delivery and provide your order details. Products should be returned clean, complete and with the accessories supplied with the order. We reserve the right to reasonably assess returned products before approving a refund under this voluntary guarantee.
This guarantee is additional to your legal rights.
Nothing in our 30-day Comfort Guarantee excludes,
restricts or modifies any consumer rights or remedies
that cannot lawfully be excluded under the
Australian Consumer Law or other applicable
legislation.
05
Faulty, damaged or incorrect products
If you believe your product is faulty, damaged,
unsafe, materially different from what you ordered or
otherwise does not meet an applicable consumer
guarantee, please contact us.
We may ask you to provide reasonable information such
as your order number, photographs, video or a
description of the issue so that we can assess the
product.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded
under the Australian Consumer Law.
The remedy available for a product that does not meet
a consumer guarantee will depend on the circumstances
and the nature of the failure. This may include a
repair, replacement, refund or another remedy required
by applicable law.
Return costs for faulty products
Where a product is confirmed to have a problem covered
by your statutory consumer rights, we will handle
reasonable return costs as required by applicable law.
06
Refunds
Processing approved refunds
Once an approved return has been received and
processed, we will notify you of the outcome.
Approved refunds are generally issued back to the
original payment method unless another method is
agreed or required by law.
Your bank or payment provider may require additional
time to display the funds after a refund has been
issued.
Change of mind
A change of mind does not automatically create a right
to a refund under the Australian Consumer Law.
However, where your purchase is eligible for our
voluntary 30-day Comfort Guarantee, we will honour that
guarantee in accordance with its stated conditions.
Original shipping charges
Shipping charges associated with a voluntary change-of-mind return may not be refundable unless otherwise stated. This does not affect any entitlement you may have to recover delivery or return costs where required by applicable consumer law.
07
Exchanges & other conditions
Exchanges
If you would like a different product or variant, contact us before returning your order. Exchange availability depends on stock and the circumstances of the return.
Misuse or accidental damage
Consumer guarantees may not apply where a problem has
been caused by misuse, abnormal use, accidental damage
or use contrary to the supplied instructions.
Proof of purchase
We may request reasonable proof of purchase when
processing a return, refund, replacement or other
remedy.
Policy changes
We may update this policy from time to time. The
version applicable to a voluntary offer or guarantee
will be assessed having regard to the terms provided
to you when that offer was made, subject always to
applicable law.
DESIGNED IN AUSTRALIA
