SolivioReturn window
Standard purchases may be requested for return within 30 days after delivery. Active Sun Club and Sun Studio members receive 60 days. Contact support@custtomsolarmk.shop before sending goods so we can issue instructions and the correct return destination.
Return condition
Goods must be unused beyond reasonable inspection, complete with panels, batteries, fittings, accessories, manuals and original protective packaging. Battery capacity must not have been depleted through misuse. Remove personal address markings and package glass or panels safely.
Items not eligible for change-of-mind return
We may decline used, altered, installed-with-damage, incomplete or hygiene-contaminated goods, and personalised bulk configurations, to the extent permitted by law. This does not limit rights for faulty, misdescribed or damaged products.
Faulty, damaged or incorrect goods
Contact us promptly with the order email, description and clear photographs. We may provide troubleshooting for panel placement, battery activation and switches before authorising a remedy. If the item is faulty, damaged in transit or incorrect, we will provide a lawful repair, replacement, refund and reasonable return cost as applicable.
Return shipping
Change-of-mind return shipping is normally paid by the customer. We provide or reimburse reasonable standard return shipping for confirmed faulty, damaged or incorrect goods. Do not send lithium products by an unapproved air service; follow the issued battery label and carrier instructions.
Membership and quarterly goods
Membership cancellation stops future renewal and access continues until the paid period ends. A quarterly Studio light already dispatched is not reversed by cancelling membership, but its physical-goods return rights remain subject to its condition and applicable consumer law.
If you need this policy in another accessible format, contact customer support.