Claims Process

Solaris Japan cannot 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 30 days at 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.