Refund policy
Our 30-Day Feel Good Guarantee
At SolBiome, we want you to feel confident trying our products.
If you're not completely satisfied with your first order of a SolBiome product, simply contact us within 30 days of receiving your parcel and we'll provide a full refund.
No return is required.
This applies even if:
- The product has been opened
- The product has been used
- The product simply wasn't the right fit for you
Refund requests must be submitted within 30 days of the date your parcel is marked as delivered by the shipping carrier.
To request a refund under our Feel Good Guarantee, please email hello@solbiome.com with:
- Your order number
- Proof of purchase
This guarantee applies to:
- Your first-ever SolBiome order, or
- Your first purchase of a new SolBiome product as an existing customer
Because feeling good should never be complicated.
Returns
Due to health, safety and quality control requirements, we generally do not accept physical returns of ingestible products.
Once products leave our premises, we cannot verify how they have been stored or handled and therefore cannot safely resell or redistribute them.
The exception to this policy is our 30-Day Feel Good Guarantee outlined above, which allows eligible customers to receive a refund without returning the product.
Damaged, Faulty or Incorrect Items
Please inspect your order upon delivery and contact us immediately if your item is damaged, faulty, defective or incorrect.
To report an issue, please email hello@solbiome.com and include:
- Your order number
- Proof of purchase
- Photos of the product and packaging (where applicable)
Where required under Australian Consumer Law, SolBiome will provide a replacement, exchange or refund.
Our products come with guarantees that cannot be excluded under 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.
Exchanges
We do not currently offer exchanges.
If you have received a faulty or incorrect product, please contact our team and we'll work with you to resolve the issue.
Non-Returnable Items
The following items are not eligible for return:
- Sale items
- Gift cards
- Products damaged through misuse, neglect, improper handling or incorrect storage
European Union Customers
If your order is delivered to a country within the European Union, you may have the right to cancel or return your order within 14 days of receiving it.
To exercise this right, please contact hello@solbiome.com within 14 days of delivery.
Products must be returned in their original condition where required by applicable law.
International Orders
For international orders, refunds and returns are assessed in accordance with applicable consumer laws and this policy.
International customers may be responsible for return shipping costs, customs duties, taxes or import fees associated with returning products unless otherwise required by local law.
Shipping charges, customs duties and import taxes are generally non-refundable.
Refund Processing
Once your refund request has been reviewed and approved, refunds will be processed to your original payment method within 10 business days.
Please note that banks and payment providers may require additional processing time before funds appear in your account.
If more than 15 business days have passed since your refund was approved and you have not received your refund, please contact hello@solbiome.com.
Please note that original shipping charges are non-refundable unless required by law.
Contact Us
If you have any questions regarding returns, refunds or your order, please contact:
Call: 1300 081 574
SolBiome Pty Ltd
Melbourne, Victoria, Australia
ABN: 88 679 951 529
Because feeling good should never be complicated.
