Refund policy

Order cancellations

You can cancel your order at any time before it has been dispatched, except for personalised or custom-made items described in the Exceptions section below.

To request a cancellation, sign in to your customer account and open the relevant order. If the cancellation option is unavailable, please contact us through our Contact Form.

Orders cancelled before dispatch will be refunded in full to the original payment method, without undue delay and within 14 days of your cancellation notice.

If your order has already been dispatched, we may be unable to stop its delivery. You can still notify us of your decision to withdraw and follow the return process below. Dispatch does not end your statutory right of withdrawal.

Returns and your right of withdrawal

We hope you’ll love your SOLKATT items. If you change your mind, you have 14 calendar days from the day after receiving your order to notify us that you wish to return it, without giving a reason, subject to the exceptions below.

If items from the same order arrive separately, this period begins the day after you receive the last item. Where required by applicable law, a deadline falling on a weekend or public holiday extends to the next working day.

You must send the items back without undue delay and within 14 days of notifying us.

You may inspect the items as you would in a shop. Please return them carefully packed, with all included parts and accessories, and their original packaging where possible. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

How to start a return

Sign in to your customer account, open the relevant order and submit a return request.

You can also notify us through our Contact Form, quoting your order number and clearly stating which items you wish to return. Giving a reason is optional.

We’ll provide the return address and instructions. Exercising your statutory right of withdrawal does not require prior approval.

Please pack your return securely and keep proof of postage. We recommend using a tracked service.

Return shipping costs

You are responsible for return shipping costs when returning an item because you have changed your mind.

If an item is faulty, damaged or incorrect, we will cover the necessary return shipping costs. Please contact us so we can arrange the appropriate return method.

Refunds

We will refund you without undue delay and within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the returned items or evidence that you have sent them back, whichever happens first.

If you withdraw from the entire order, your refund includes the original standard delivery charge. Any additional cost for an upgraded delivery service is not refundable.

Refunds are issued to your original payment method, without a refund fee. Your payment provider may take additional time to display the refund.

We will inspect returned items when they arrive. If handling beyond what is necessary to establish their nature, characteristics and functioning has reduced their value, we may seek compensation for that reduction in accordance with applicable law. We will explain the reason and amount and provide supporting evidence. This does not extend the refund deadlines above or affect your right to reasonably inspect the items.

Damaged, faulty or incorrect items

If an item arrives damaged, faulty or does not match your order, please contact us through our Contact Form as soon as possible. Include your order number and, where possible, photos showing the issue.

We’ll help arrange an appropriate remedy, such as repair, replacement or a refund, in accordance with your statutory rights.

The 14-day change-of-mind return period does not limit your rights concerning faulty or non-conforming goods.

Exceptions

Personalised and custom-made items

Items made to your individual specifications or clearly personalised—such as embroidery featuring your chosen name, custom text or a bespoke design—cannot be cancelled or returned because you have changed your mind once the order is placed, even if production has not yet begun.

We will identify these items and explain this restriction before you place your order.

Being handmade or made after an order is placed does not, by itself, make an item exempt from the right of withdrawal. Our standard return policy applies to non-personalised items unless another legal exception applies.

Digital content

For digital content supplied without a physical medium, the right of withdrawal is lost only when supply has begun with your prior express consent and acknowledgement that you will lose this right, and all applicable legal requirements have been met.

These exceptions do not affect your statutory rights if an item is faulty, incorrect or not as described.

Thank you

Thank you for shopping with SOLKATT and supporting our small creative business. If you have any questions about cancellations or returns, please get in touch through our Contact Form.