Return & Refund Policy

1. Right of Withdrawal (14 Days)

A Buyer who is a consumer has the right to withdraw from a distance contract within 14 calendar days of receiving the goods without giving any reason. This right applies only if the goods are returned completely new, unused, and in resaleable condition.

2. Return conditions — strictly mandatory

The goods will be accepted and inspected for return only if all of the following conditions are met:

• Return initiated within 14 days of receiving the goods.
• Goods are unused, not installed, and not connected.
• Original appearance is preserved, with the complete set.
• Original packaging is intact and not damaged.
• All protective films, stickers, manuals, accessories, and fasteners are included and not removed.
• The goods can be resold as new without additional restoration.

3. When the return is refused or refund reduced

If the item is returned in any of these conditions, SolidEast may refuse the return or deduct depreciation from the refund:

• Item was unpacked/handled beyond what is necessary to determine nature and functioning.
• Any signs of use, installation, testing, wiring, or fitting.
• Packaging is torn, folded, heavily damaged, or missing.
• Protective seals/films/stickers removed.
• Any parts/accessories/manuals missing.
• Item is scratched/damaged due to buyer’s fault.

Important: For automotive parts, any attempt to fit/install is considered use and may eliminate the ability to resell as new.

4. Return process

• Before returning, contact us at info@solideast.com to receive return confirmation and instructions.
• Return in original packaging with all accessories.
• Ship within 7 days after receiving return confirmation.
• Returns must be shipped with tracking; untracked returns are the buyer’s risk.
• Return shipping costs are paid by the buyer. COD returns are not accepted.

5. Refunds

Refunds are issued within 14 calendar days after receiving and inspecting a correct return. Refund is made to the original payment method (SEPA bank transfer back to the same account).

Return shipping fees are not reimbursed. Standard outbound shipping paid by the buyer may be refunded only if the return is made within 14 days and the goods are in fully new condition.

6. Defective or incorrect goods

If the goods were delivered with a manufacturing defect, were damaged during shipping, or the wrong item was delivered, please contact us immediately for a solution (replacement / repair / refund as applicable).

7. Custom-made, made-to-order, and inquiry products (non-refundable)

Products that are manufactured, configured, or sourced to your specifications — including custom orders, made-to-order items, and goods offered at price on inquiry on eshop.solideast.com — are non-refundable.

• All sales are final for custom-made and inquiry products once your order is confirmed and production or sourcing has begun, unless we agree in writing that the issue is a manufacturing defect or our error.
• Under EU consumer law, the 14-day right of withdrawal generally does not apply to goods made to the consumer’s specifications or clearly personalized.
• These items cannot be returned as “unused resaleable stock” because they are produced or procured specifically for you.
• If you request a quote or place an inquiry, you will be informed before payment that the purchase is non-refundable; completing payment constitutes acceptance of this rule.

8. Digital products, memberships, and instant delivery (non-refundable)

In addition to physical goods, SolidEast may offer digital products and services — for example Members Club access (private community / Telegram invite), instant digital delivery, or any purchase where access or content is supplied immediately after payment confirmation.

• All sales are final for these digital offers. Fees are not refundable once access has been delivered or made available to you.
• Delivery is digital and instant; there is no physical product to return for these items.
• Where the law allows, by completing checkout you request immediate performance and acknowledge that you lose the right of withdrawal once delivery of the digital content or service has begun with your consent.
• No chargebacks or payment disputes may be used as a substitute for a refund after successful delivery — you must contact us first using the email in this policy for any billing or access issue.

Additional wording for digital offers (for example Members Club on solideast.com) may appear on the relevant landing page or invoice / payment flow on the main site. The EU shop at eshop.solideast.com sells physical goods; custom-made and inquiry products there are covered in section 7 above and are also non-refundable. Together with this policy, the above is intended to ensure you cannot reasonably claim you were unaware that digital, custom-made, and inquiry purchases are non-refundable.