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Return and Refund Policy

Key Details

  • Return period: 14 days from the date of delivery
  • Restocking fee: none
  • Return address: sent to you by email once your return is approved
  • Return shipping costs: paid by the customer for change of mind returns
  • Refund time: within 7 days after we receive and inspect the item
  • Exchanges: accepted

How to Return an Item

Please do not send anything back before your return has been approved. Items sent to an address we have not confirmed cannot be processed.

  1. Email us at info@solunadecor.com within 14 days of receiving your order. Include your order number and the reason for the return.
  2. We will review your request and reply within 24 hours during business days.
  3. If your return is approved, we will email you the return address together with instructions.
  4. Send the item back using a tracked service and share the tracking number with us.
  5. Once the item reaches us and has been inspected, we will confirm your refund or exchange.

Return Address

We work with a small group of suppliers, and the correct return address depends on the item. For that reason we confirm the address for each return individually rather than publishing a single one.

Please note that the return address may be located outside Australia. Where that is the case, we will tell you before you send anything, so you can decide how you would like to proceed.

Change of Mind Returns

If you have changed your mind, you may return an item within 14 days of delivery, provided that:

  • The item is unused and in its original condition
  • The item is in its original packaging with all accessories included
  • The return is requested within 14 days of the delivery date

Return shipping for change of mind returns is paid by the customer. We recommend a tracked service, as we cannot take responsibility for return parcels that are lost in transit.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or is not the item you ordered, contact us at info@solunadecor.com with clear photos of the item and the packaging.

Once we have confirmed the issue, we will arrange a replacement, send the correct item, or refund you in full. In these cases you do not pay any return shipping, and we will cover the cost of returning the item if we ask you to send it back.

Refund Process

After we receive and inspect your returned item, we will let you know whether the refund has been approved. Approved refunds are processed within 7 days and returned to the original payment method used for the order.

Depending on your bank or payment provider, it can take a further five to ten business days for the amount to appear on your statement.

If a Return Is Not Approved

If a returned item does not meet the conditions set out above, we will contact you to explain why. You may then ask us to send the item back to you at your own cost, or ask us to dispose of it. If we do not hear from you within 30 days, we will assume you no longer want the item.

Exchanges

To exchange an item, email us at info@solunadecor.com and we will talk you through the options for your order.

Cancelling an Order

You can cancel an order at no cost before it has been dispatched. Email us at info@solunadecor.com as soon as possible. Once an order has been dispatched it can no longer be cancelled, and it falls under the return process described above.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Contact

Company Name: DB-ECOM VOF, trading as Soluna Decor
Address: Herenstraat 145, 2271 CE Voorburg, Netherlands
Chamber of Commerce Number: 97057169
VAT Number: NL867894180B01
Email: info@solunadecor.com
Phone: +61 2 9767 4542

Customer Service Hours (AEST):
Monday to Friday: 8:00 am to 7:00 pm
Saturday: 8:00 am to 5:00 pm
Sunday and public holidays: closed

We aim to respond to your inquiry within 24 hours.