Refund policy

Solmare

1. Right of Withdrawal (Cooling-off Period)

As a consumer, you have the right to cancel or return your order within 14 calendar days of receipt of the product, without giving any reason. This right applies in accordance with the European Consumer Rights Directive (2011/83/EU) and the Belgian Code of Economic Law.

2. Conditions for Return

To be eligible for a return, the product must meet the following conditions:

•         The product is in its original condition and original packaging

•         The product is unused and undamaged

•         The return request has been submitted within the 14-day cooling-off period of receipt

•         The product is not excluded from the right of withdrawal (see section 6)

3. How to Request a Return

Step 1 — Get in touch

Send an email to support@solmare.be with the following information:

•         Your order number

•         The reason for the return

•         Preferred solution: full refund or replacement

•         The item number (SKU) and quantity of items to be returned

Step 2 — Confirmation and return instructions

After reviewing your request, you will receive a confirmation with return instructions within 2 business days. Any return costs will be communicated at this stage.

Step 3 — Return

You have two options for returning your product:

•         Drop off at a collection point (standard): You bring the package to a designated collection point near you.

•         Home collection: In certain cases it is possible to arrange a home collection. Please allow a waiting time of 48 to 72 hours. This is possible for both parcels and pallets. Please get in touch if you wish to use this option.

Step 4 — Return confirmation

Please confirm to us as soon as the return package has been dropped off or collected, so that we can follow up on further processing.

4. Return Costs

The cost of returning an item depends on the reason for return:

•         Defective or damaged product: The return costs are at our expense.

•         Product does not meet expectations (“Not as expected”): The original shipping and return costs will be deducted from the refund. You will be informed of this in advance.

5. Refund

Upon receipt and inspection of the returned product, the refund will be processed as quickly as possible, no later than within 14 calendar days after approval of the return.

•         Refunds are processed via the original payment method

•         In the case of a partially defective item or missing component, a partial refund may be offered

•         We reserve the right to charge for any diminution in value if the product was returned used or damaged

6. Exceptions to the Right of Withdrawal

The following products are excluded from the right of return:

•         Products specially made to order or to your specifications

•         Sealed products that cannot be returned for hygiene reasons once opened

•         Products that by their nature cannot be returned (e.g. quickly perishable goods)

•         Digital content that has already been downloaded or opened

7. Damaged or Incorrect Delivery

Have you received a damaged, defective or incorrect product? Please contact us within 48 hours of delivery via support@solmare.be and attach clear photos of:

•         The damage or defect

•         The packaging (including any transport damage)

•         The label showing the order number

We will ensure a swift resolution: a replacement or full refund, depending on your preference and availability.

8. Warranty

All products delivered through our webshop carry a 2-year warranty period in accordance with Belgian and European statutory warranty rules.

For warranty requests, please contact us via support@solmare.be with your order number, a description of the issue and photos where applicable.

9. Contact

Do you have questions about our return or refund policy? Get in touch:

•         Email: support@solmare.be

•         Webshop: www.solmare.be

This policy is in accordance with the European Consumer Rights Directive (2011/83/EU) and the Belgian Code of Economic Law.