Refund policy

Returns, Refunds & Exchanges Policy

Applies to Australia & New Zealand

Last Updated: June 8, 2026

At Solkatt Designs, we pride ourselves on the quality of our premium drinkware and custom creations. If something isn't right with your order, we are here to help make it right under the guidelines below.

The Solkatt Designs Return Process

To maintain fairness and prevent policy abuse, we enforce a strict blanket rule for all returns, replacements, and exchanges. We require the item to be physically returned to us before a refund or replacement is issued.

How to Request a Return or Replacement:

  • Step 1: Email Us – Send an email to sales@solkattdesigns.com within the eligible timeframes listed below.

  • Step 2: Provide Your Details – You must include your Full Name, Order Number, and clear images or a video showcasing the issue or damage.

  • Step 3: Send it Back (On Us) – If your claim is validated, our customer care team will respond within 1–3 business days with a free prepaid shipping label and clear instructions on how to return the product to us.

  • Step 4: Assessment & Resolution – Once your return is received and physically inspected at our warehouse, we will finalize your replacement, store credit, or refund.

Faulty or Damaged Items

Arrived Damaged in Transit (7-Day Notice)

We package our items with the utmost care, but we know courier transit can be rough.

  • Transit damage must be reported within 7 days of delivery.

  • Follow the standard return process above. If the exact item is out of stock, we will offer a similar alternative, store credit, or a full refund.

Manufacturing Faults (30-Day Returns & Exchanges)

  • We offer a 30-day return/exchange window for items that possess manufacturing faults or defects.

  • The item must be unused, with tags, and in its original packaging. The 30 days begin from the date your goods were delivered.

Product Warranties

12-Month Limited Warranty – Stainless Steel Drinkware

We offer a 12-month limited warranty on our stainless steel drinkware (including water bottles, travel cups, and can/bottle coolers).

  • Covered: Vacuum seal insulation failure (not keeping drinks hot or cold) and structural defects causing the body to leak.

  • Lids: Covered under a 90-day warranty for structural manufacturing issues.

  • Not Covered: This warranty does not cover user error, drops, dents, scratches, improper cleaning, or general wear and tear.

Warranty Coverage for All Other Products

All other Solkatt Designs products are covered against defects in materials or workmanship that affect the item's core functionality, excluding user-inflicted damage.

Policy Exclusions & Change of Mind

🚫 No Change of Mind Returns

Please choose carefully. Because many of our products are customised or premium batches, we do not accept returns, refunds, or exchanges for change of mind. Sale items and gift cards are also strictly excluded from returns.

User Damage Exclusions

Our warranties and fault policies do not cover:

  • Accidental or intentional damage (drops, impacts, dings, cracks).

  • Improper washing or cleaning (e.g., putting hand-wash-only items in the dishwasher).

  • Normal cosmetic wear and tear (scratches, marks, fading).

  • Modifications made to the structural integrity of the product.

Refunds & Replacements

  • Replacements: If your return is approved and the original style, color, or size is unavailable, you may choose an alternative item or store credit up to the original purchase price (RRP). Solkatt Designs covers the shipping cost to send your replacement out.

  • Refunds: If a refund is approved, it will be issued back to your original payment method within 10 business days of us receiving your returned package. Please note that original shipping and delivery fees are non-refundable. If 15 business days have passed since your approval and you haven't seen the funds, please contact us.

Packaging Terms & Conditions

  • While we ensure secure packaging, we cannot control courier handling once a package leaves our warehouse.

  • Gift Boxes: Damage to external gift boxes or specialty decanter boxes during transit is beyond our control and is not eligible for a product replacement. Disputes regarding transit damage to packaging must be addressed directly with Australia Post.

Legal Compliance

This policy is governed by the laws of Queensland, Australia, and complies fully with Australian Consumer Protection Laws, including the Australian Consumer Law (ACL).

Questions? Please reach out to our team at sales@solkattdesigns.com.