Refund policy
Effective date: September 28, 2026
This Return and Refund Policy applies to purchases made through the SOLASUP online store, operated by Zhixian Trade Co., Limited.
30-day return period
You may request a return within 30 calendar days after your order is delivered.
Return eligibility
To qualify for a change-of-mind return, the product must be unused, unworn, clean, and in the same condition in which it was received. It must include the original packaging, protective components, controller, cables, accessories, manuals, and any other items supplied with the order.
For hygiene reasons, red light therapy masks and other personal-care products that have been used, worn, or show signs of contact with skin, cosmetics, or skincare products cannot be returned for a change of mind. This restriction does not affect remedies available for products that are damaged, defective, or incorrect.
How to request a return
Before sending anything back, email support@solasup.com with your order number, the name and email used for the order, the reason for the return, and clear photos or video if the item is damaged, defective, or incorrect.
If the return is approved, we will provide the return address and instructions. Returns sent without prior authorization may not be accepted. Do not send returns to our registered office or a fulfillment facility unless our support team specifically instructs you to do so.
Damaged, defective, or incorrect items
Inspect your order promptly after delivery. If the product arrives damaged, does not operate correctly, or differs from what you ordered, contact us as soon as reasonably possible. Include photographs or video of the product, accessories, packaging, and shipping label so we can investigate and provide an appropriate remedy.
Return shipping costs
For approved change-of-mind returns, the customer is responsible for return shipping and should use a trackable service. If an item is confirmed to be damaged, defective, or incorrect, SOLASUP will provide an appropriate remedy and cover reasonable return shipping when a return is required.
Non-returnable items
Unless applicable law requires otherwise, we cannot accept returns of products that have been used or worn; show signs of skin contact, cosmetics, skincare residue, misuse, or improper handling; are missing original components or packaging; have been altered or personalized; or are returned outside the 30-day period. Gift cards, if offered, are non-returnable.
Exchanges
We do not guarantee direct exchanges. The fastest option is normally to return the eligible product and place a new order after the return is approved.
Refunds
After receiving and inspecting the return, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method. Original expedited shipping charges, if any, are not refundable unless the order was damaged, defective, or incorrect.
Financial institutions and payment providers may require additional processing time after we issue a refund. If more than 10 business days have passed since your refund was approved, contact your bank or payment provider and then email us at support@solasup.com.
Order cancellations and address changes
Contact us immediately if you need to cancel an order or correct a shipping address. We will try to help, but cancellation or modification is not guaranteed after fulfillment begins. If an order has shipped, the standard return process applies.
Consumer rights
This Policy does not exclude or limit statutory consumer rights or remedies that cannot lawfully be excluded.
Contact
Email: support@solasup.com
Store operator
Zhixian Trade Co., Limited
RM11, 13/F, BLK C, WONG KING IND. BLD.
192-198 CHOI HUNG RD, SAN PO KONG
HONG KONG