We are 100% committed to customer satisfaction!
We very rarely have requests for returns. Nevertheless, below are our general guidelines. Please contact us if you have any issues with any product we sell. We will be more than happy to work with you!
We will gladly provide (excluding shipping-related costs) either (your choice):
1) store credit for “restock-able” items returned within 30 days from the purchase date, or
2) a refund – a 20% restocking fee applies to all returns within 60 days of purchase
Opened or partially used containers are not returnable (ex. epoxy). Please do not ship these items!
Perishable items must be returned in unused and resalable condition and received within 30 days of purchase (example 770 release liquid, epoxy).
Cut Products or Fabrics:
Clearly, it is difficult to resell custom-cut products and/or fabrics.
-Custom cut fabrics under 10 yards are not resalable and therefore are not refundable.
-a 20% restocking fee will apply to all custom-cut fabrics of 10 yards or more.
-a 15% restocking fee will apply to all full rolls (100yards +)
-Colored sleeves, tapes, and fabrics are never returnable.
Note that custom-cut sleeving (less than 10 lbs) is not returnable.
Custom Made or Special/Custom Ordered Items:
Items that are custom-made, ordered, or items specifically ordered in large quantities (well over quantities we normally stock) are not returnable. Deposits are not refundable unless otherwise specified in writing. Deposits are forfeit and the material will be considered abandoned if the purchase is not made within 30 days of the material being made available. All colored fabrics/sleeves (not including materials with Dupont’s colored Kevlar [ex. carbon/red Kevlar fabric]) UNI flat fabrics (less than 12″ in width) are considered custom-ordered items. Prepregging of any fabric is also considered a custom order item. Custom items ordered by mistake, via misleading or partially contradictory order(s), email(s), via the web, or PO(s) are the sole responsibility of the customer and are not returnable/refundable.
Note – We do not second guess customer orders/POs. Carefully review your orders before placing them. Customers are responsible for any mistakes made, for ex., a part number is inconsistent with a PO description and the wrong product is shipped/made.
Undeliverable Package(s) Policy:
Soller Composites is not responsible for the return, re-shipping, brokerage/custom(s) fees, or related costs for packages returned not due to the fault of Soller Composites. If after 30 days of the return(s), and the package(s) have not been successfully delivered, the customer will be refunded according to our refund policy. We encourage our customers to ship via carriers who offer package tracking, include a phone number when ordering, and watch the tracking progress in order to resolve any potential delivery issues before packages are returned.
Please note that carriers typically will not insure packages on return routes. In the unlikely case of a returned package, not due to the fault of Soller Composites: 1) if the package(s) becomes damaged/lost en route, Soller Composites can not be responsible for such damage/loss. 2) Return shipping costs both to Soller Composites, the reshipping cost to the customer, and repacking materials costs are the responsibility of our customer. 3) In the case of unavailability of the customer or for any other reason, our standard refund policy will be followed. 4) If the package is refused for any reason (ex. customer does not want to pay customs/brokerage fee(s) or the customer changed their mind about the order), our standard refund policy will be followed. 5) In the very unlikely case that a package is damaged in route to the customer, we encourage our customer to accept the package and contact us immediately- refusing the package may allow the carrier to deny the damage occurred in-route to the customer (and the package may then be abandoned [if international]).
Although we encourage our customers to order over the Internet, as a convenience to our customers, we are always happy to take orders over the phone for manual credit card processing. All phone orders are read back to our customer and received verbal confirmation of the exact items & quantities ordered. Customers are encouraged to order samples if they are unsure of the suitability of any item. Our standard refund policy applies to all items returned from phone orders (sorry, no exceptions).
Our refund policy applies to all items once the item starts the process of being custom-made/ordered, custom cut, packaged, or shipped. That is, for ex., customers may be charged a restocking fee for canceling/changing an order if the item has already been packaged.
Additional Shipping Policies:
Cost of shipping, shipping insurance, shipping materials, brokerage fees, customs fees, wire transfer fees & or return shipping can not be refunded, sorry. All returned items must be received in unused, undamaged, and resalable condition.
Soller Composites, LLC doe not insure packages. In the very unlikely case that a package is lost or damaged, Soller Composites, except with USPS, will file a claim. Replacement material will be sent and/or refunds will be issued once the claim has been received. In the event of a partial claim being received the customer will receive what Soller Composites receives.
In cases where 1) shipping is included in the product price, or 2) special discount(s) on shipping is provided, and a product or part(s) thereof are returned, under any and/or all circumstances the actual shipping (to or from), material, brokerage, customs, any direct or indirect related costs to the customer and any other related costs can/will not be refundable.
Due to the excessive time to retrieve refunds from the USA postal service, any requested refunds from the USPS are the responsibility of the customer.
Soller Composites, LLC does not absorb costs associated with any failure of any carrier to meet its commitments.
Under all circumstances: a) our customers take ownership of all products once those product(s) leave our facility, b) Soller Composites, LLC’s liability is limited to no more than the cost of the material purchased minus all shipping costs.
Regarding free technical advice – Please note that we have extensive experience using our products and building composite structures. Our advice is free, but we do not guarantee if you follow our advice that you will be successful or that you will like the products we recommend. We do not offer refunds because you followed our advice or do not like any particular solution or product(s) we recommend.
Any and all purchases from Soller Composites, LLC constitutes acceptance of these terms and conditions under all circumstances.
If you have an issue with any of these guidelines, please contact us. We are always happy to work with our customers!