Refund Policy
Effective Date: August 4, 2026
At Solyra® Spooky Strings, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward refund and return process.
1. 30-Day Return Window
You have 30 calendar days from the date your order was delivered to initiate a return. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
2. How to Initiate a Return
To initiate a return, please contact our customer service team at support@solyraspookystrings.com. In your email, please include your order number, the item(s) you wish to return, and the reason for the return. Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and instructions on how to send back your item(s).
Please do not send your purchase back to the manufacturer or without an RMA number, as it may not be processed.
3. Refund Method and Processing Time
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days. The timing of the credit appearing on your statement may vary depending on your bank or payment provider.
4. Customer Responsibility for Return Shipping Costs
Unless the item received is damaged or defective (see section 6), you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if we provide a return label.
We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
5. Non-Returnable Items
Certain types of items are exempt from being returned:
- Products that are intimate or sanitary goods (e.g., certain hygiene products).
- Personalized or custom-made items.
- Clearance or final sale items.
- Gift cards.
- Items not in their original condition, damaged, or missing parts for reasons not due to our error.
6. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at support@solyraspookystrings.com within 7 days of delivery. Please provide your order number and clear photos of the damage or defect. We will gladly offer you a free replacement of the same item or a full refund, including any original shipping costs, at no additional cost to you. We may provide a pre-paid return label for the damaged/defective item if necessary.
7. Exchange Policy
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@solyraspookystrings.com to arrange the exchange process. If you wish to exchange an item for a different product, please follow the return process for the original item and place a new order for the desired item.
8. Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at support@solyraspookystrings.com.