Policies at Solace
Refund and Exchange policy
Returns & Refunds
This policy applies to purchases from Solace Officials Pty Ltd (ABN 46 699 499 913) through solaceofficials.com. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law (ACL).
Change of mind
Please choose carefully. We do not offer refunds, returns or exchanges where you simply change your mind, choose the wrong size or colour, find an item cheaper elsewhere, or no longer want the item.
Any exception we choose to offer is entirely discretionary and does not create an ongoing change-of-mind policy. A discretionary exception may be subject to the item being unworn, unused, unwashed and returned with its original tags and packaging. This does not affect your rights where an item fails to meet a consumer guarantee.
Faulty, damaged, incorrect or materially different items
If an item is faulty, unsafe, damaged on arrival, not fit for a purpose you made known to us, does not match its description, or is not the item ordered, contact solaceofficials@gmail.com. Include your order number, a description of the issue and, where reasonably possible, clear photographs.
We may ask for proof of purchase and may assess the item before providing a remedy. Original packaging is not required to make a valid claim under the ACL.
If an item has a major problem, you may choose a refund or replacement in accordance with the ACL. If the problem is minor, we may choose to repair the item or provide another appropriate remedy. If a minor problem cannot be fixed within a reasonable time, you may be entitled to a replacement or refund.
Consumer-guarantee rights do not have an arbitrary seven-day or fourteen-day expiry. Please contact us as soon as reasonably possible so we can investigate and resolve the issue.
Return costs
Where we confirm that an item fails to meet a consumer guarantee, we will cover or reimburse reasonable return costs as required by law. Contact us before sending an item so we can provide return instructions. We are not responsible for unapproved or unreasonable return methods or costs.
If we voluntarily approve a change-of-mind exception, the customer is responsible for return postage unless we agree otherwise.
Refunds
Approved refunds will be returned to the original payment method unless you agree to another method. Purchases made through a buy-now-pay-later provider will be refunded through that provider. We aim to process an approved refund within 5–10 business days, although your bank or payment provider may take additional time to display it.
Delivery charges will be refunded where required by law. They are not otherwise refundable for a discretionary change-of-mind return.
Sale, preorder and hygiene-sensitive items
Sale, promotional, custom and preorder items remain covered by the ACL. They are not eligible for change-of-mind returns unless we expressly agree otherwise.
For hygiene-sensitive goods, we do not accept change-of-mind returns after seals or protective packaging have been opened. This restriction does not apply to a valid consumer-guarantee claim.
International orders
Mandatory consumer rights in your country may also apply. Nothing in this policy excludes rights that cannot legally be excluded.
Refund & Exchange Process
If your item meets the criteria above, please contact our customer support team at info@solaceofficials.com within 7 days of receiving your order with the following:
Your order number
A detailed explanation of the issue
Photos of the item clearly showing the damage or defect
Once we receive and assess your request, we will notify you via email about the approval or rejection of your refund or exchange.
If approved for a refund, it will be processed back to the original payment method within 5–10 business days.
If approved for an exchange, we will replace the item at no additional cost.
Order Processing
Order processing
Unless a product page states otherwise, we aim to process orders within 2–3 business days. Business days exclude weekends and Queensland public holidays. Preorder, made-to-order and high-demand items may have different timeframes shown on their product pages.
Shipping charges
Our standard shipping charge is AUD $14.95, with free shipping on eligible orders over AUD $150, unless a different price or offer is displayed at checkout. The checkout total is the amount that applies to your order.
Delivery estimates
Estimated delivery is generally 2–4 weeks after dispatch, depending on the destination, carrier, customs and fulfilment location. Any timeframe shown is an estimate unless we expressly state that it is guaranteed. We will supply orders within an agreed timeframe or, if no timeframe is agreed, within a reasonable time as required by law.
Tracking and split shipments
Where tracking is available, it will be sent to the email address supplied with the order. Items may arrive in separate parcels when they are fulfilled from different locations. You will not be charged extra merely because we split a shipment after accepting your order.
Delivery address
You are responsible for entering a complete and accurate delivery address. Contact us immediately if you notice an error. We cannot guarantee an address can be changed after processing or dispatch.
If an order is returned or requires redelivery because the address supplied was incorrect or incomplete, we may charge the reasonable cost of reshipping. We will cover reasonable correction or reshipping costs where the error was ours.
Delays, loss and damage
If tracking has not updated for an unusual period, or a parcel appears lost or arrives damaged, contact us at officialssolace@gmail.com with your order details. We may need to investigate with the carrier before confirming the appropriate remedy. Carrier delays do not remove any rights you have under applicable law.
Customs, duties and taxes
International orders may attract customs duties, import taxes or local charges. Checkout may calculate or collect some charges depending on the destination. Unless checkout expressly states that duties and taxes are included, the recipient is responsible for charges imposed by the destination country. Customs processing may delay delivery.
Orders containing preorder products
Unless we state otherwise, an order containing both in-stock and preorder items may be held until all items are ready. Place separate orders if you require available items sooner.
Preorder Policy - What a preorder is
A preorder is an order for an item that is not yet ready to dispatch. Preorder products will be identified on the product page and should include an estimated production or dispatch window.
Payment
Payment is taken when the preorder is placed. This reserves the item but does not make an estimated release or dispatch date a guarantee.
Estimated dates and updates
Production and freight can change for reasons such as manufacturing delays, material availability, quality checks, customs or carrier disruption. If a material delay occurs, we will provide an update using the contact details on the order. We will not use this clause to avoid obligations to supply within an agreed or reasonable time.
Cancellations and change of mind
We do not generally accept preorder cancellations for change of mind. Any cancellation or store credit offered by us is discretionary unless required by law.
If we cancel a preorder or cannot supply the item, we will provide a full refund to the original payment method. Where a delay or material change gives you a right to cancel under applicable law, those rights continue to apply.
Product changes
Images of samples or prototypes may show minor differences in colour, placement or finish. We will not substitute an item that is materially different from what was ordered without your agreement. Consumer-guarantee rights apply if the supplied item does not match its description or sample.
Mixed orders
Orders containing preorder and in-stock products may be dispatched together when all products are ready unless the product page or checkout states otherwise.
Privacy and Cookies Policy
Solace Officials Pty Ltd (ABN 46 699 499 913) respects your privacy. This policy explains how we collect, use, store and disclose personal information when you visit solaceofficials.com, purchase from us, contact us, join our mailing list or affiliate program, or otherwise interact with us.
Information we collect
Depending on your interaction with us, we may collect:
your name, email address, telephone number, billing address and delivery address;
account credentials and preferences if you create an account;
order, product, return, support and communication records;
transaction details and payment status, but not necessarily complete payment-card details;
marketing choices and interactions with our emails;
affiliate application, referral, payout and social-media information;
device, browser, IP address, approximate location, referral URL, cookie identifiers and website activity; and
any other information you choose to provide.
How we collect information
We collect information directly from you, automatically through our website and cookies, and from service providers involved in payments, order fulfilment, delivery, fraud prevention, analytics, marketing or affiliate administration.
Why we use information
We may use personal information to:
process payments, orders, deliveries, returns and refunds;
operate customer accounts and provide support;
detect fraud, secure the website and enforce our terms;
send marketing where we have consent or are otherwise permitted by law;
administer promotions and the affiliate program;
analyse and improve our website, products and customer experience;
keep business, tax and transaction records; and
comply with legal obligations and respond to lawful requests.
Service providers and disclosure
We may disclose relevant information to providers that help us operate, including website and WooCommerce hosting providers, Stripe and available buy-now-pay-later providers, email and marketing providers such as MailPoet, analytics and security providers, manufacturers and fulfilment partners, delivery carriers, customs and cross-border providers, affiliate tools, accountants, advisers, insurers and regulators.
These providers may use information only for their own services and legal obligations or as permitted by their terms and privacy policies. We do not sell customer lists.
Overseas handling
Some providers, fulfilment partners or recipients may be located outside Australia, including in countries where orders are made, processed or delivered. Privacy protections may differ between countries. We take reasonable steps appropriate to our size and operations when selecting and dealing with providers, but cannot guarantee that overseas laws are identical to Australian law.
Marketing communications
We send marketing only where we have consent or another lawful basis. Marketing messages will identify Solace Officials and include a functional unsubscribe option. You may unsubscribe at any time using the link in an email or by contacting us. Transactional messages about an order, account or legal notice may still be sent where necessary.
Cookies
Our website may use:
essential cookies needed for the cart, checkout, security and account functions;
preference cookies that remember settings;
analytics cookies that help us understand website use; and
advertising or marketing cookies, if enabled.
You can control cookies through your browser and, where available, our cookie controls. Blocking essential cookies may prevent parts of the website from working. Any cookie banner and this policy should be updated when tracking tools change.
Security and retention
We use reasonable administrative, technical and organisational safeguards, but no online system is completely secure. We retain information for as long as reasonably needed for the purposes described, to resolve disputes and to meet legal, accounting and tax obligations. We then delete, de-identify or securely dispose of it where reasonably practicable.
Access, correction and complaints
You may contact us to request access to or correction of personal information we hold about you, or to raise a privacy concern. We may need to verify your identity and may refuse or limit a request where permitted by law. Where applicable, you may also have rights to deletion, restriction, objection or data portability under the laws of your location.
Most Australian businesses with annual turnover of $3 million or less are exempt from the Privacy Act 1988, although exceptions apply. Whether or not that Act applies to us at a particular time, we aim to handle personal information responsibly and will comply with laws that apply to us.
Children
Our website is not directed to children under 16 and we do not knowingly collect their personal information without appropriate consent. Contact us if you believe a child has provided information to us.
Changes to this policy
We may update this policy when our practices, providers or legal obligations change. The current version and effective date will be published on our website.
Contact
Privacy questions or complaints can be sent to solaceofficials@gmail.com. Please include enough detail for us to investigate and respond.
Website Terms and Conditions
These terms govern your use of solaceofficials.com and purchases from Solace Officials Pty Ltd (ABN 46 699 499 913). By using the website or placing an order, you agree to these terms. If you do not agree, do not use the website.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the ACL. Nothing in these terms excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded or limited.
Website use
You must use the website lawfully and provide accurate, current information. You must not interfere with the website, attempt unauthorised access, introduce malicious code, scrape it in a way that disrupts operations, misuse promotions, impersonate another person or infringe another party’s rights.
Product information
We aim to describe products accurately. Colours and appearance can vary between screens, and handmade or production-run items may have minor variations. Size guides are estimates and you are responsible for checking measurements before ordering. Nothing in this section permits us to supply an item that is materially different from its description or sample.
Unless a product is expressly described as protective motorcycle equipment and supported by the stated certification or testing, Solace Officials apparel is fashion or lifestyle apparel and is not represented as personal protective equipment.
Prices and availability
Prices are shown in the currency indicated on the website, usually Australian dollars. Taxes, delivery, duties and other charges are displayed or described at checkout where applicable. We may change prices before an order is accepted. A price change will not alter an order already accepted unless required to correct an obvious error and you agree to proceed.
Products and promotions are subject to availability and any stated conditions. We may limit quantities where reasonably necessary.
Orders and acceptance
Submitting an order is an offer to buy. An automated acknowledgement does not necessarily mean we have accepted the order. We may reject or cancel an order for reasons including unavailability, suspected fraud, an obvious pricing or listing error, payment failure, delivery restrictions or misuse of a promotion. If we cancel after payment, we will refund the amount paid for the cancelled item to the original payment method.
Payment
Payments are processed by third-party providers such as Stripe and any buy-now-pay-later provider displayed at checkout. Their terms and eligibility requirements may also apply. You authorise us and the relevant provider to process the transaction information needed for your order.
Promotions and store credit
Promotion codes must be used according to their stated terms. Unless we say otherwise, codes cannot be combined, exchanged for cash, applied retrospectively or transferred. We may cancel a code or order affected by fraud, technical error or misuse. Any store credit will be subject to its stated expiry and conditions, but those conditions do not replace a refund or other remedy required by law.
Shipping, returns and preorders
Our Shipping and Delivery Policy, Refunds, Returns and Exchanges Policy, and Preorder Policy form part of these terms. If there is an inconsistency, these terms should be read in the way that best preserves mandatory consumer rights.
Intellectual property
The website and its text, branding, logos, artwork, photographs, graphics, product designs and other content are owned by or licensed to Solace Officials Pty Ltd and are protected by intellectual-property laws. You may view the website and make a copy of order information for personal use. You must not reproduce, modify, sell, license or commercially exploit our content without written permission.
Reviews and submitted content
If you submit a review, image or other content, you confirm you have the right to do so and that it is accurate, lawful and not misleading, defamatory or infringing. You grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce and display that content for operating and promoting Solace Officials. Contact us if you want us to consider removing content you submitted.
Third-party services and links
The website may link to or rely on third-party services. We do not control third-party websites and are not responsible for their independent content, availability or privacy practices. This does not exclude responsibility we cannot lawfully exclude for services we arrange as part of your purchase.
Liability
To the maximum extent permitted by law, we are not liable for indirect or consequential loss arising only from website use, third-party systems or events outside our reasonable control. Where liability can lawfully be limited, it is limited to the extent permitted by law. These limitations do not apply where they would exclude a consumer guarantee or another non-excludable right or liability.
Suspension and termination
We may suspend or terminate access to an account or the website where reasonably necessary to address fraud, security risk, unlawful conduct or a serious breach of these terms. Rights and obligations relating to completed purchases, intellectual property, liability and dispute resolution continue where appropriate.
Changes
We may update these terms prospectively. The version published when we accept an order will generally govern that order, except where a change is required by law or agreed with you.
Governing law
These terms are governed by the laws of Queensland, Australia. The parties submit to the courts of Queensland and courts entitled to hear appeals from them. Mandatory laws and consumer rights in another jurisdiction may still apply and are not excluded.
Contact
Questions about these terms can be sent to officialssolace@gmail.com