Refund and Returns Policy

Solrien is operated as a UK Registered Online Retailer in the United Kingdom.

At Solrien, your satisfaction is our priority. If something isn’t right with your order, we’re here to help. Please read the full policy below before initiating a return.

1. Returns — Eligibility & Timeframe

We accept returns within 30 days of delivery, subject to the conditions below.

To be eligible for a return, items must be:

  • In their original condition with no signs of excessive use (e.g. no outdoor riding marks, no installation damage)
  • In original packaging, including all accessories, manuals, and components
  • Free from damage not caused during transit or by a manufacturing fault

Brief inspection of the product (e.g. opening the box to check contents) is acceptable. Heavy use, installation marks, or missing parts may result in a partial refund or rejection of the return.

2. How To Start a Return

  1. Email us at support@solrien.co.uk with:
    • Your order number
    • The item(s) you wish to return
    • The reason for your return
  2. Wait for our reply with return instructions and the correct return address
  3. Pack the item securely and ship it back using a tracked delivery service

Return shipping costs:

  • Unless the item is faulty, damaged, or we made an error — return shipping costs are the responsibility of the customer
  • Please note: returning large items such as electric bikes will incur significant courier costs
  • Original shipping fees are non-refundable

3. Refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved or declined.

  • If approved: Your refund will be processed to your original payment method within 7–10 business days
  • Refund processing times may vary depending on your bank or payment provider

4. Partial Refunds

A partial refund may apply if:

  • The item shows signs of use beyond a basic inspection (e.g. visible wear, scratches, tire marks)
  • Original packaging, accessories, or manuals are missing or damaged
  • The product is not returned in a fully resaleable condition

5. Damaged or Faulty Items

If your item arrives damaged or faulty, contact us within 7 days of delivery at support@solrien.co.uk with:

  • Your order number
  • A clear description of the fault or damage
  • Photos of the item and packaging

Where confirmed as damaged in transit or faulty, we will offer either:

  • A full replacement (where available), or
  • A full refund to your original payment method

Your statutory rights under UK consumer law are not affected by this policy.

6. Exchanges

We do not currently offer direct exchanges. To swap for a different product:

  1. Return the original item for a refund under this policy
  2. Place a new order for the item you prefer

7. Non-Returnable Items

The following items cannot be returned unless faulty or not as described:

  • Personalised or custom-ordered items
  • Items marked as final sale or clearance at the time of purchase
  • Gift cards or digital vouchers

8. Sale Items

Sale items follow the same returns rules as full-price items, unless explicitly marked as non-returnable at the time of purchase.

9. Contact Us

📧 support@solrien.co.uk 📞 +447349549857 📍 7 Woodside Road, Worcester, WR5 2EG, United Kingdom