SATISFACTION GUARANTEE
From the beginning, our customers have been our number one priority. While strict quality control, lab testing, and manufacturing under tightly controlled conditions are all very important, they are all done for one reason – to bring you high quality, affordable products. We pride ourselves on customer loyalty and are pleased to report that nearly all of our first-time customers become devoted patrons. You can be confident that from the moment a product is conceived to the moment it leaves our facility we put only the best into Solace Health Corp. products so you only put the best into your body.
QUALITY GUARANTEE
Every batch of Solace Health Corp. products produced must pass a rigorous set of quality control and taste tests before it leaves the manufacturing facility. This is why we offer a full quality guarantee on every tub of Solace Health Corp. products sold.
Solace Health Corp.’s Returns Policy must be read in conjunction with, our Shipping and Order Policy. We reserve the right to change this Returns Policy at any time. Our Returns Policy has been updated on October 20th 2020. It is important that you read and understand this policy before making a purchase.
WE MAKE OUR RETURN POLICY REALLY SIMPLE.
When you receive your item, you must check the order accuracy as soon as possible following receipt and always before you open the container or break the safety seal.
You must absolutely ensure that a returns authorization number is obtained before attempting to return any items to us.
Failure to follow our returns procedure may prevent from getting a store credit for your order.
To receive a store credit, you must inform us within 14 days from the day on which you received an email from us confirming that the item had been processed.
WRONG ITEM RECEIVED
We really apologize if we have shipped the wrong item by mistake. This is very unusual and we want to resolve this as quickly as possible for you. We will give you a store credit but you must return the item in the same condition you received (unopened) it and within 14 days from the day on which you received the item. We will cover the shipping cost in that case. Make sure that when you receive an item, that you take reasonable care of it when inspecting it eg.
Please ensure that any security seals, labels or tags are still intact.
DAMAGED OR FAULTY ITEMS
We ask you to accept our apologies if you have received an item that is damaged or faulty. We truly understand how frustrating and deceiving this can be and want to resolve this as quickly as possible for you. If you have received a damaged item, we must be notified within 24 hours of receiving your shipment.
ITEM NOT RECEIVED
We ask you to accept our apologies if you have not received an item. We have strict and rigorous shipping process and it is very unlikely that an item can be missing, unless on backorder and not invoiced. If it ever happens, contact us within 12 hours of receiving the package. An image of the packing slip must be sent to us along with your claim in order to receive the same exact missing product (no flavor substitution allowed, no refund and, no credit).
RETURN PROCEDURE
Obtain a Return Authorization number by completing this online form. That is the only way to initiate a return with us.
It is simple:
Within 14 days of receiving it, simply pack the product that you have purchased in its original box and complete our Return Authorization Form
Once we receive it back, we will inspect it give you a store credit if returned intact with no broken seal. The store credit will be applicable to any future purchase with no expiration period. You will receive a credit equivalent to the original cost of the item(s) minus the initial cost of shipping to your location.
Failure to comply with this policy will forfeit your privilege to receive a store credit in exchange for returning any product.
WHAT HAPPENS IF I'VE OPENED IT?
We will not accept any returns of opened containers for the following reasons:
Health related issues such as taste, mix-ability, ingredients, consistency, odor, or color.
WHO PAYS FOR THE RETURN AND WHAT WILL I GET BACK?
Unless you’re returning a product because of an error on our part, all returns need to be paid for by you and we will add a $10 restocking fee if the item is sent back due to dissatisfaction, change of mind or error on your part.
All items must be returned unused and in the original packaging as they were in when received by you.
If by returning an item your order total falls below the $99 free shipping amount, an additional $9.99 will be deducted from your store credit.
If returning all items from your original order, actual shipping cost paid by Solace Health Corp. will be deducted from your store credit.
All samples and promotional items not returned to us will also be deducted.
RETURN PROCEDURE
Obtain a Return Authorisation number by emailing us via [email protected]
That is the only way to initiate a return with us.
All returns without a prior authorisation will be refused by our returns department. You must absolutely obtain a Return Authorisation Number before returning anything to us.
You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique return authorisation number and will confirm the returns address where you need to return the item to.
Please package the item securely and include inside the package your order number, name and address.
Please obtain a tracking number from the Canada Post, UPS, etc. when you send your item back to us. A tracking number does not cost anything and without it, we may not be able to process your store credit or replacement in the rare event that your item is lost in transit.
Unwanted items need to be returned in pristine condition with their seals unbroken. Please ensure that the items you are returning are unopened and in their original packaging.
Any item you have accepted and then shipped back to us, is your responsibility until it reaches our warehouse.
We’ll give you a credit applicable towards other products or a future purchase at solacehealthco.com
HOW LONG DOES IT TAKE?
All products returned to us are verified by our Returns Department staff. Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 14 days of receipt. We’ll give you a credit applicable towards other products or a future purchase at solacehealthco.com.
"NO-RETURN" POLICY ON BULK PRODUCTS
Please note all bulk are final sales. Bulk items are not eligible for returns or exchanges or refund or store credits.