At SOLO RED LIGHT we put our customers first. If you are not satisfied with your purchase, we offer a 60-day return window from the date of purchase on all SOLO RED LIGHT devices.
All returned products must be in their original box and the customer is responsible for return shipping costs. We strongly recommend using a trackable shipping method to ensure a smooth return process.
Shipping fees are non-refundable. Return shipping costs are the responsibility of the customer.
Return / Exchange Policy
To initiate a return or exchange, please contact info@soloredlight.com and provide your order number, the reason for return, and photos of the item you want to return. We will guide you through the return process step by step. All returns are subject to evaluation by SOLO RED LIGHT.
Order Cancellation Policy
Order cancellation is only applicable to products that have not yet been shipped.
Defect Products Policy
SOLO RED LIGHT's products undergo thorough inspection before reaching our customers to ensure the highest quality. However, there may still be instances where products are damaged during transportation or other unforeseen circumstances. If you receive a damaged product, please refrain from using it and promptly take a photo for evidence. Send the photo to our customer service representatives, who will promptly arrange for a replacement shipment. Additionally, kindly return the damaged product to aid us in identifying and rectifying the issue to prevent any recurrence.
Requirements for Return & Exchange
In accordance with our guarantee policy, when you initiate a return or exchange process successfully by contacting SOLO RED LIGHT customer service, please ensure that you meet the following conditions:
- All items must be returned in their original selling condition, without damage or missing parts and all labels must remain attached.
- All items must be returned with their original packaging, and all items must be included in a single package.
- We can only accept returns/exchanges from the country or region to which the order was originally shipped. For instance, orders delivered to the United States must be returned from the United States.
- Customized items cannot be returned. If the product shows signs of wear or alterations compared to its original condition, we reserve the right not to accept any return or exchange.
- No refunds or exchanges on freebies.
Please note that these guidelines apply to all return and exchange processes except for those related to defective products.
Non-Acceptable Return Conditions
- Any product not purchased from www.soloredlight.com.
- If the original product, accessories, manuals, cables, and all other items originally included with the product are lost or damaged.
- Products displaying physical damage or clear signs of user misuse.
- Products with stains (scratches, food or oil stains, etc.).
About The Return Process
- Step 1: Please contact our customer service team (info@soloredlight.com) to initiate the return process with the following information: Order number, proof of purchase, video, or photos of the faulty product.
- Step 2： Our customer service team will review the information you provide within 48 hours. If it is confirmed to comply with our return and exchange policy, we will provide you with the return address.
- Step 3: Insert the receipt along with the items back into the original packaging.
- Step 4: Contact the courier yourself and hand over the package to the courier for delivery.
- Step 5: Send the order tracking number from the logistics delivery back to our email (info@soloredlight.com).
Refund Time
If a return is successfully initiated, and the product is returned successfully, your refund will be credited to the original payment method. In the case of returns, soloredlight.com will not refund shipping costs.
Once your package reaches us, please allow 7-14 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued, and you will receive a confirmation email.