Refund policy

Return & Refund Policy – Solfaus

Last updated: October 20, 2026

This Return & Refund Policy is incorporated into and forms part of the Solfaus Terms of Service. By completing a purchase on solfaus.com you confirm that you have read, understood and accepted the terms below.

1. General Principle

Solfaus sells scent-based pest control products. Because these products are sensitive to handling, storage conditions and exposure to air, all sales are considered final at the moment of delivery, except as expressly set out in this Policy or as required by mandatory law.

2. Conditions for a Return Request

A return will only be considered if every one of the following requirements is satisfied without exception:

  • Your return request reaches support@solfaus.com no later than 11:59 PM (local time at the delivery address) on the calendar day the carrier records the shipment as delivered. Requests received after this cutoff are automatically ineligible.
  • The item is factory-sealed, has never been opened, and shows no evidence of use, exposure or deterioration.
  • The outer carton, inner wrapping, seals, labels and any enclosed materials are complete, intact and in the exact state in which they left our facility.
  • You provide the order number and a valid proof of purchase issued by Solfaus.
  • You have received a written Return Confirmation Number (RCN) from Solfaus before dispatching the parcel.
  • The parcel is handed to the carrier within the deadline stated in your RCN email and is sent to the address specified in that email.

Any parcel arriving without an RCN, after the stated deadline, at a different address, or in a condition that does not meet the above requirements will be treated as abandoned property. Solfaus may refuse, discard or retain such items without compensation and without obligation to notify you.

Return transport is arranged and paid for entirely by the customer. Solfaus does not provide prepaid labels and does not reimburse postage, insurance, customs fees or any other outbound costs under any circumstances. The customer bears the full risk of loss or damage until the parcel is signed for at our designated return facility.

Solfaus alone decides whether a returned item satisfies these conditions. Our inspection findings are final.

3. Shipping Damage, Defects, Shortages and Wrong Items

You are required to examine the complete contents of your order immediately upon receipt.

Any report of a damaged, defective, missing or incorrect item must be submitted to support@solfaus.com on the day of confirmed delivery and must contain:

  • the order number;
  • unedited photographs and a continuous video showing the issue, the product, the inner packaging, the outer box and the shipping label;
  • a written description of what is wrong.

Reports that are late, incomplete, or that cannot be verified from the material provided will be declined, unless applicable law requires otherwise.

If a claim is accepted, Solfaus decides, at its sole option, whether to send a replacement, issue store credit, provide a partial credit, or take another action it considers proportionate. Solfaus may ask for additional evidence, request that the item be sent back for examination, or involve the carrier in a damage investigation before any decision is made.

4. Items That Can Never Be Returned

The following are excluded from return, credit and refund in all cases, unless mandatory law provides otherwise:

  • any pouch, sachet or container whose seal has been broken, opened, or compromised;
  • products that have been placed, deployed, exposed to air, moisture, heat or odors, or otherwise used in any way;
  • multi-packs, bundles or subscription deliveries from which any unit has been removed;
  • products purchased at a reduced price, through a promotion, a coupon, a clearance event or a bundle discount;
  • products labeled or described as "Final Sale" at the time of purchase;
  • gift cards, vouchers and store credit;
  • digital content;
  • any item that comes back soiled, contaminated, odor-affected or otherwise unfit for resale.

Given the nature of our products and for safety and hygiene reasons, Solfaus does not grant discretionary exceptions to this section.

5. Credits

After an authorized return is signed for at our return facility and has passed inspection, we will email you the outcome.

If the return is accepted:

  • Compensation is provided exclusively as Solfaus store credit, redeemable only at solfaus.com.
  • Store credit is issued within 10 business days after inspection clearance, is tied to the purchasing account, cannot be transferred, sold or converted to cash, and expires 12 months after issue.
  • Solfaus does not return funds to the original payment method unless mandatory law requires it.
  • Outbound shipping charges, expedited handling fees, taxes, duties, payment-processing fees and any other non-product amounts are never credited.
  • Where an item is incomplete, has lost value, or is not in original condition, the credit may be reduced accordingly, as far as the law allows.

If your credit has not been applied within 15 business days after you received our acceptance email, write to support@solfaus.com.

Solfaus may withhold any credit where it has reason to believe the return is connected to fraud, repeated returns, resale activity or an attempt to circumvent this Policy.

6. No Exchanges

Solfaus does not exchange products. If you wish to receive a different item, you may request a return under Section 2 and place a new order separately. Solfaus does not reserve stock and does not guarantee that any product will remain available.

7. Cancellations

Orders are released to fulfillment shortly after confirmation.

  • Solfaus does not guarantee that any cancellation request can be honored.
  • Once an order has been accepted into fulfillment, packed, labeled or handed to a carrier, it can no longer be cancelled.
  • Whether a cancellation is possible is determined solely by Solfaus at the time the request is reviewed.

If an order cannot be cancelled, it will ship as placed and will be subject to this Policy after delivery.

8. Undeliverable, Refused and Unclaimed Parcels

If a parcel is refused, cannot be delivered because of an inaccurate or incomplete address, is not collected within the carrier's holding period, or is otherwise returned to us through no fault of Solfaus, the following apply:

  • outbound shipping charges are forfeited;
  • the carrier's return fee is deducted from any credit;
  • a handling and restocking deduction of up to 25% of the product value may be applied;
  • any remaining amount is issued as store credit only, after the parcel has been received and inspected under Section 5.

Solfaus will not reship such parcels free of charge. The customer alone is responsible for providing a correct and deliverable address at checkout.

9. Payment Disputes

Contact support@solfaus.com before opening a dispute with your bank, card issuer or payment provider. Opening a dispute without first giving Solfaus an opportunity to respond will suspend any pending support request until the dispute is resolved.

Where Solfaus considers a dispute unjustified, we will submit tracking data, delivery confirmation, order details, communication history, IP and device records, and any other relevant evidence to the payment provider to contest it. Solfaus further reserves the right to close the associated account, block future orders, decline any outstanding credit, and pursue recovery of amounts owed where goods were delivered as ordered.

A dispute initiated with a payment provider does not cancel or reduce your contractual payment obligation.

10. Protection Against Abuse

Solfaus may decline any return, credit, replacement, cancellation or service request, and may restrict or terminate an account, where it identifies or reasonably suspects:

  • an unusual frequency or volume of return or complaint activity;
  • claims of damage or defect that cannot be substantiated;
  • returned goods that differ from those shipped;
  • deliberate damage, tampering or contamination;
  • the use of multiple accounts, addresses or identities to obtain benefits;
  • any other conduct aimed at exploiting or circumventing this Policy.

These measures exist to keep our pricing fair for all customers and to protect the integrity of our operations.

11. Statutory Rights

This Policy applies in addition to, and not in place of, the consumer protection laws of your jurisdiction. Where such laws grant you rights that cannot be waived or limited, those rights apply to the minimum extent required, and nothing in this Policy should be read as restricting them.

12. Changes to This Policy

Solfaus may amend this Policy at any time. The version published on solfaus.com at the time an order is placed governs that order.

13. How to Reach Us

Solfaus Customer Support
support@solfaus.com