All returns must be approved in advance by our support staff.
Please contact email@example.com if you want to return your order.
Any approved return must be sent back to us within 7 days after delivery. A 15% return fee of the ordered item(s) will be charged, the minimum fee being ¥1,000. The customer is responsible for bearing all costs associated with the return.
Returns need to meet all of the following conditions:
- All items must be complete, undamaged and in sellable condition
- New items must be factory sealed and unopened
- Returns have to be sent via registered mail
- All items have to be in their original packaging and well packed for shipping
- A print-out of the invoice must be included
Any item that does not meet the conditions above will not be refunded or exchanged.
It is the customer's responsibility to ensure the safe and undamaged arrival of the returned item(s). Refunds will be paid out after the arrival of the returned item(s).
Compensations & Refunds
Solaris Japan generally offers financial compensations in the form of store credit.
If exceptional circumstances apply, refunds in can be offered and will be issued in Japanese Yen. We reserve the right to decide this on a case-by-case basis.
Please note that Solaris Japan does not cover any fees charged by your credit card company or PayPal when processing refunds. All applicable fees are the sole responsibility of the customer.
Solaris Japan can not take any responsibility for manufacturing flaws, but offers to act on your behalf by contacting the manufacturer and requesting a replacement. If you have ordered a brand new item that shows any signs of damage that did not result during transit, please get in touch with our support staff within 3 days after you received your item at firstname.lastname@example.org and include a detailed description, as well as pictures showing the issue. Most manufacturers will ask for a return of the damaged product.
Please note that most manufacturers stop support for items older than one year, so we cannot guarantee support for items older than one year. All international shipping fees associated with the replacement are the responsibility of the customer. Shipping fees within Japan are usually covered by the manufacturer.
If you are unhappy with your order, we will work out a personalized solution for you.
We highly recommend resolving issues directly with us and not externally through payment disputes.
We will guide you through the whole claims process to find a personalized solution that addresses all issues with your order.
All return shipping costs associated with an approved claim return will be refunded to you upon receipt of the return.
If possible, we will send you a replacement for the affected item(s). Free of charge.
If the order issue is not grave enough to warrant a return of the item(s), we will work out a settlement that will be to your satisfaction.
The quickest and easiest way to receive a (partial) refund is through store credit points, which have no expiration date and can be used right away.
If you choose to resolve the issue externally, such as through PayPal or through chargebacks, you will not be able to shop with us again.