Refund policy
At Solarmemorial, we take full responsibility for every order we ship. We hold ourselves to a high standard, and on the rare occasion something goes wrong, we'll act promptly to make it right — with no unnecessary complications.
Wrong, Broken, or Faulty Items
Opened your package to find something damaged, defective, or not what you ordered? Please let us know. Get in touch within 30 days of receiving your delivery.
Reach us at: support@solarmemorial.com
To speed up the process, please include your order number along with clear photos showing the issue.
After reviewing your case, we'll offer one of the following options:
✔ A replacement dispatched to you
✔ Store credit added to your account
✔ A full refund to your original payment method
Any shipping fees paid on the original order will also be reimbursed.
We never charge restocking fees on approved returns.
Please note: The cost of returning goods to us — including any return postage — is the responsibility of the customer.
Swapping for a Different Size or Style
Not the perfect fit, colour, or style? No worries — we're glad to help with exchanges. Just get in touch with our team and we'll guide you through the steps.
Changed Your Mind? You Have 30 Days
Had a change of heart? You're welcome to return eligible items within 30 days of the delivery date. To be accepted, the item must be:
- Entirely unworn and unused
- In its original condition, free from any damage
- Packed in its original, undamaged packaging
Before sealing the box, make sure your order number is clearly written on the outside.
Return postage costs are the customer's responsibility.
For change-of-mind returns, the original delivery fee will not be refunded.
Refunds are issued within 7 days of us receiving the return.
Your bank or card provider may then need a few additional days to post the amount to your account.
When We're Unable to Accept a Return
There is one circumstance in which we cannot process a return:
- Packages that arrive without a valid order number written on the outside
Unsure whether your item is eligible? Send us a message before posting anything — it takes just a moment and avoids any unnecessary issues.
How to Start a Return
Everything starts with a single email to support@solarmemorial.com. Once we receive it, we'll reply with all the instructions you need, laid out clearly.
How Refunds Are Processed
As soon as your return arrives at our warehouse, our team will inspect it and notify you of the outcome.
If everything meets our criteria, your refund will be issued to your original payment method within 7 days.
Please bear in mind that your bank or card provider may take a few extra days before the funds appear on your statement.
Need Help?
Our team is ready to assist with any questions about returns or refunds:
ELISA DI XIA AIFEN
P.IVA: 13828030968
Address: VIA BORSIERI PIETRO 11, 20159 Milano, Italy
Phone: +44 07387452821
Email: support@solarmemorial.com
Support Hours: Monday to Friday, 10:00 am – 6:00 pm (GMT)
We typically get back to you within 24–48 hours.