Last Updated: [2025/03/05]
At Solms Forge, we take pride in the craftsmanship of our forged iron goods. We strive for customer satisfaction and want you to be happy with your purchase. However, due to the nature of handcrafted items, certain conditions apply to our refund and returns policy.
RETURNS
- Eligibility:
- Returns are accepted within 7 days of delivery for items that are damaged upon arrival or significantly different from the product description.
- Due to the unique, handcrafted nature of our products, returns for change of mind or minor variations in finish are not accepted.
- Custom-made or personalized items are not eligible for return unless they arrive damaged or defective.
- Return Process:
- To initiate a return, please contact us at [Your Email Address] within 7 days of delivery.
- Provide your order number, a detailed description of the issue, and clear photographs of the damaged or incorrect item.
- We will review your request and provide instructions for returning the item if your return is approved.
- Returned items must be securely packaged in their original packaging or equivalent to prevent further damage during transit.
- The customer is responsible for return shipping costs, unless the item arrived damaged or incorrect.
- Inspection:
- Upon receiving the returned item, we will inspect it to verify the reported issue.
- If the item is found to be damaged or incorrect as described, we will proceed with a refund or replacement.
- If the item is found to be in good condition or the issue is due to misuse or neglect, the return may be rejected.
REFUNDS
- Refund Eligibility:
- Refunds are issued for items that are damaged upon arrival, significantly different from the product description, or when a replacement is not available.
- Refunds are processed to the original payment method used for the purchase.
- Refund Process:
- Once your return is approved and the item is received and inspected, we will notify you of the status of your refund.
- Refunds will be processed within 7-10 business days of approval.
- Please note that processing times may vary depending on your payment provider.
- Non-Refundable Items:
- Shipping costs are non-refundable, unless the item arrived damaged or incorrect.
- Custom-made or personalized items are non-refundable unless damaged or defective.
DAMAGED OR DEFECTIVE ITEMS
- We take great care in packaging our products to prevent damage during shipping.
- If you receive a damaged or defective item, please contact us immediately at [Your Email Address] with photographs of the damage.
- We will arrange for a replacement or refund, depending on the availability of the item and your preference.
CANCELLATIONS
- Orders can be cancelled within 24 hours of placement.
- Once an order has been processed and shipped, it cannot be cancelled.
- For custom orders, cancellations may not be possible once production has begun.
VARIATIONS IN HANDCRAFTED ITEMS
- Please note that due to the handcrafted nature of our forged iron goods, slight variations in finish, size, and shape may occur. These variations are not considered defects and do not qualify for a refund or return.
- We make every effort to accurately represent our products in photographs and descriptions.
CONTACT US
If you have any questions or concerns about our Refund and Returns Policy, please contact us at:
Solms Forge
Cell: +27 (0)72 900 3016