Warranty & returns
We want you to feel completely happy with your SOLAY Lounge. If something isn’t quite right, we offer returns on full-priced items within 30 days of delivery.
Returns
To be eligible, your item must be unused, uninflated and returned with all original packaging intact. Once your return arrives at our warehouse, our team will assess its condition and issue your refund back to the original payment method.
Return shipping is the responsibility of the customer, and we are unable to provide prepaid return labels. We recommend using a trackable service, as we cannot take responsibility for parcels lost or damaged during the return process.
Exchanges
At this time, we are unable to offer direct exchanges. If you would like a different colour or style, you are welcome to return your item and place a new order online.
Non-Returnable Items
Certain purchases are not eligible for return or exchange. This includes sale items, discounted items, gift cards, and any product marked Final Sale at checkout.
We encourage you to review product details and pricing carefully before placing your order. If you’re unsure, our team is always here to help.
Faults & Warranty
Every SOLAY Lounge is covered by a 12-month warranty for manufacturing defects.
If you believe your item is faulty, please contact us at info@solay.com.au You will need to include clear photos or video (optional) showing the fault, along with proof of purchase such as your order number or receipt.
Once assessed, we will confirm the outcome of your claim. If approved, we will send a replacement at no cost to you.
Please note that for international customers, we may not be able to ship warranty replacements due to customs restrictions. If you purchased directly from SOLAY and live overseas, a full refund may be offered instead. If your purchase was made through a retailer, please reach out to them directly to follow their replacement policy.
How to Return an Item
If your item meets the return eligibility criteria, you can begin the process by emailing our customer care team.
1. Contact Us
Please email us at info@solay.com.au with your order number, the item you’d like to return, and a brief reason for the return.
2. Wait for Approval
Once your return is approved, we’ll provide you with the return address and instructions.
Please do not send any product back before receiving confirmation.
3. Prepare Your Parcel
Repack your SOLAY Lounge in its original condition, including all packaging. Items must be unused and undamaged to be eligible, unless deemed faulty.
4. Ship Your Return
Once your item is packed, please send the parcel back using a tracked shipping service of your choice. Return postage is at your expense.
5. Refund Processing
Once your return has been received and inspected, we will process your refund. Please allow up to 5 business days from the date of receipt for review and processing.