Got a defective piece of gear or damaged it in an accident ? Fret not, we have got you covered.
Due to supply challenges and increased demand if your item is deemed replaced under warranty, we may not be able to immediately replace your item with an exact product. Please be patient as we resolve these issues.
Every product from Solace has a specific warranty period; mentioned in the “warranty” tab of the product page on our website.
Warranty will be applicable only for products purchased at full printed MRP from our store (offline and online) or from an authorised Solace Gears Dealership. To view the list of our dealers, please visit Dealer Locator on our website.
Warranty is only applicable to the original buyer of the product. It is not transferable.
The customer has to raise the warranty claim request by filling the Warranty Claims form with pictures of the issue and the purchase invoice. You can also contact your purchasing Solace Gears dealer, and they can provide you with additional information. They will also further assess the situation, and can file a claim on your behalf. We shall get in touch with you if we need more details.
While we will try our best to resolve the issues to your satisfaction, we retain the right to reject any claim at our discretion.
If the product is covered by warranty, we will ship the replacement product to you, or if the same product is unavailable, a product of equivalent value after conferring with you.
Warranty claims received after the expiry of the warranty period will be automatically rejected.
The warranty specifically covers only manufacturing or workmanship defects. It does not cover damage caused by rips, tears, cuts, burns, abrasion, user errors, wear and tear, improper care, mishandling, misuse, neglect, unauthorized alterations/repairs, accidental damage or the degradation of the materials that occurs after use.
The following will void the warranty of the product even if the issue is unrelated to these damages:
– Rips, tears, cuts, punctures
– Burns, abrasions
– Accidental damage, crashes
– Improper Care, negligence
– Normal wear and tear#
– Damages caused by prolonged exposure to light (e.g. fading of colour) and/or heat sources
– Modifications, alterations
– Damages caused by factors/events outside Solace’s control (e.g. natural disasters)
– Use other than the product’s intended purpose
The warranty excludes loss, damage cost or expense of whatsoever nature, to personal property, user or third parties; directly or indirectly caused by, resulting from or in connection with any manufacturing defect in the product. In the case of warranty claims accepted by Solace, our liability is limited only to repair/replacement of the product or compensation for the original MRP of the product.
The customer is required to ship the product back to us on the address that we provide. The cost of returning the goods will be borne by the customer. We will not be responsible for any damage, delay or loss of the product in transit from the customer’s address to our warehouse. Once the warranty product has been delivered to our warehouse and verified against the images shared by the customer at the time of submitting the warranty claim; we will, at our discretion, either repair or replace the product. The cost of shipping the repaired/replaced product back to the customer will be borne by us.
In the case that a warranty claim is accepted for replacement, but the product is not in stock, the customer will have the option to choose between store credit or alternate replacement of the same or higher value, wherein the difference has to be borne by the customer in case of a higher value product. A store credit will be valid for 6 months from the date of issue and redeemable only at solacegears.com. Solace retains the right to offer an alternate replacement. The customer can also wait for the product to be restocked, which needs to be communicated by the customer to us, via email. No refund will be issued in the case of an accepted warranty claim.
Please wash and dry your garment before sending it in
– This will avoid a RS. 200 cleaning fee and up to a 4 business day delay in processing required prior to the evaluation and to insure the health and safety of our employees. Please follow the care instructions on the inside tag. Care instructions are also available on our website.
Processing time
For cases covered by warranty, normal processing time is about 5-business days once we receive the item. During our peak seasons the process time might be longer.
If the product is a non-warranty repair (customer paid repair), the typical processing time is 10 business days. Pricing varies – after your product is assessed, we will contact you with a quote and request that you approve the charges. The 10-day processing time goes into effect once we have your approval. Keep in mind if your product has to be washed and dried it could cause a delay of up to 4 business days.
Products distributed by Solace on behalf of another manufacturer are subject to that manufacturer’s warranty. For all 3rd party products, we shall facilitate a return/replacement/exchange solely on the discretion of the manufacturer/distributor/reseller. Email or call us for the relevant party’s contact information to assist with your claim. Please note that some manufacturers/distributors/resellers will require a proof of purchase to initiate the warranty claim.
*what is normal wear and tear? This is normal and unavoidable aging caused by regular use. No matter how careful you are with your product, your Solace product will wear and get older with use. Examples of normal wear and tear (which are excluded from the warranty) are wear marks from rubbing on points of a motorcycle, general deterioration of the materials and fabrics after repetitive motion over time and fading of the colour.
REPAIR VS REPLACE
If a manufacturing or material defect is found, we will first repair the item to factory level quality. This is how the repair vs replace decision is made:
Our first option will be to repair the item, free of charge. Repaired items will be subject to available parts. We will do our best to match colours and styles, but we cannot guarantee that you will receive the exact product back.
If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it – at our discretion.
Fabrics fade, zippers get stuck, plastic fittings break – a few things that could happen with usage. We believe in extending the life of our products so that we use lesser natural resources and you get more bang for your buck. In line with this, we offer a lifetime repair service for our apparels and luggage. Head over to our repair policy for more details.