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Return Policy
Hassle-Free Returns & Refund Policy
At Solonaya, customer satisfaction is our priority. While less than 3% of our customers choose to return their purchases, we offer a straightforward and hassle-free return process.
Returns
If you decide to return your order, it must be unused (for hygiene reasons) and in its original packaging. You have 30 days from the purchase date to initiate a return.
To start the return process, simply email our support team at info@solonaya.com, and we’ll provide you with the return address. Return shipping costs will be deducted from your total refund amount.
A member of our customer service team will guide you through the process and inform you of your total refund amount in advance. If you have any questions, we’re here to help!
Partial Refunds
If a returned product does not pass our inspection, you may only be eligible for a partial refund. We are not responsible for the shipping costs of returning products that do not qualify for a refund or exchange.
Non-refundable
We do not offer refunds if the address provided at checkout is incorrect. The company is not liable for any missing packages or unforeseen issues resulting from an incorrect or incomplete address. Please ensure that you provide the correct and complete shipping address to avoid any delivery problems.
Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery at info@solonaya.com. This allows us to assess and resolve the issue as quickly as possible.
Non-Refundable Items
We do not offer refunds on the following items:
- Lifetime Protection Plan
- Warranty coverage
- Gift cards
- Charging cables
- Clothing, hats, or bottle protective cases
- Shipping & handling fees
Return address
Please send your return to the following address:
5th Floor, Building 4, Phase 2, Niannianhong Furniture Group, Choujiang Street, Jinhua City, Yiwu City, Zhejiang Province, China
Please provide a trackable tracking number once you process the return. We will issue the refund once our warehouse confirms receipt of the item in good condition.
For any questions or concerns, feel free to contact our customer service team at info@solonaya.com.
Refund Processing
All refunds will be issued to your original payment method. Once your refund has been processed, you will receive an email confirmation.
Please note that it may take 3-5 business days for your bank or credit card provider to process the refund and reflect it in your account.
For returned items that have been opened, a 15% restocking and recertification fee will be deducted from the refund amount.
If you have any questions, our customer service team is always here to assist you.
Contact Us
For any questions or concerns, please contact our customer service team at:
Email: info@solonaya.com
Refund Policy
At Solonaya, we are proud to offer hassle-free returns. If for any reason you are not satisfied with your purchase, here are the details of our refund policy:
Standard Returns
If you decide to return your purchase (less than a 3% chance based on our customer satisfaction rates):
- Items must be unused, unopened, and in original packaging for hygienic reasons.
- Returns must be initiated within 60 days of the purchase date.
- To begin the process, contact us at info@solonaya.com to receive the return address.
- Return shipping costs will be deducted from the total refund amount.
A customer service representative will guide you through the return process, provide the refund details in advance, and address any questions you may have.
Inspection and Partial Refunds
Returned products that fail our inspection process may be eligible for a partial refund.
We are not responsible for shipping costs if the product is deemed ineligible for refund or exchange.
Extended Protection Warranty
If you purchased our Extended Protection Warranty, you may qualify for a full refund on used products.
How to activate your refund under the warranty:
- Create a video demonstrating how you’ve used the product, including:
- Filling the bottle with water.
- Pressing the button.
- Showing the electrolysis process.
- Submit the video to our customer service team to process your refund.
Damaged or Defective Items
Please inspect your order upon delivery.
- Contact us within 72 hours of receipt if:
- An item is damaged.
- You received the wrong item.
- An item is defective.
This allows us to assess and resolve the issue promptly.
Non-Refundable Items
We do not offer refunds for the following items:
- Lifetime protection plans.
- Warranties.
- Gift cards.
- Charging cables.
- Apparel (hats, clothing).
- Protective bottle cases.
- Shipping and handling fees.
Refund Process
- Refunds will be automatically credited back to your original payment method.
- Once processed, you will receive an email confirmation.
- Please note: Banks or credit card companies may take 3–5 business days to reflect the refund in your account.
- A 15% restocking and recertification fee will be charged for opened packages during the return process.
A customer service representative will notify you via email about your refund status and any applicable fees.
Contact Information:
ZGSTREAM DIGITAL LIMITED
Company number: 775966
Work Hub, 77 Camden
Street Lower, Dublin, Dublin 2, Ireland, D02 XE80
Email: support@solonaya.com
Phone number: +18147403167
Monday to Friday | 8.00 - 20.00