- Overview and Scope
This Return and Refund Policy applies to all purchases made through solidblackout.com, operated by Solidblackout (hereinafter referred to as “we”, “us”, or “our”), with its registered business address at 81 Ubi Avenue 4, #01-07 UB.One, Singapore 408830. By placing an order on our website, you agree to comply with and be bound by the terms outlined below. This policy is structured in compliance with applicable consumer protection laws in Singapore and the European Union, as our primary target market comprises customers located within Europe.
- Order Processing and Shipping
Processing Time: Orders are typically processed and dispatched within 1 to 3 business days from the date of order confirmation.
Shipping Partners & Delivery Timeframe: We partner with premier international couriers, including DHL, FedEx, and UPS Priority services, to ship orders directly from our operational hub in Singapore. The estimated delivery timeframe is 5 to 9 business days under normal operating conditions.
Tracking Notifications: To keep you fully informed, automated tracking notifications will be dispatched to the email address provided at checkout at key milestones of the fulfillment process, including order dispatch, arrival at courier transit hubs, and local out-for-delivery status.
Transit Delays and Investigations: In the event that a shipment exceeds the standard delivery window, we will initiate a formal investigation with the respective carrier. Resolution—ranging from a full refund to a replacement shipment—will be determined based on the official findings of the carrier investigation and actual delivery status.
- Right of Withdrawal and European Consumer Rights
In accordance with applicable European consumer protection regulations, customers residing in the European Union are entitled to a statutory 14-day Right of Withdrawal. You have the right to cancel and return your purchase within 14 days from the day you, or a designated third party other than the carrier, take physical possession of the goods, without providing any justification.
Return Shipping Address: If you wish to exercise your right of return, eligible items must be shipped back to our designated return facility at:
81 Ubi Avenue 4, #01-07 UB.One, Singapore 408830
Condition of Returned Goods: Returned items must be unused, unaltered, and in their original packaging to qualify for a refund. Customers are responsible for arranging and covering the return shipping costs unless the return is due to a verifiable product defect.
- Defective, Damaged, or Incorrect Items
We maintain strict quality control standards. If you receive an item that is defective, damaged upon arrival, or incorrect, you are entitled to request a refund or a replacement.
Reporting Procedure: You must notify our customer support team via email at merchandiser@solidblackout.com within a reasonable timeframe after receipt of the goods, providing clear photographic evidence of the defect or damage.
Resolution: Upon review and verification of the provided photographic evidence, eligible customers will receive a full refund or a product replacement without the requirement to physically return the damaged or defective item.
- Refund Processing
Approval and Timeline: Once a return is received and inspected at our facility, or once a damage claim is verified via email, we will process your refund. Approved refunds will be credited back to your original method of payment.
Payment Methods Supported: We accept secure payments through major payment methods, including Visa, Mastercard, American Express, Apple Pay, Google Pay, and supported electronic wallets. Depending on your financial institution or payment provider, funds typically reflect in your account within a standard processing window following approval.
- Customer Support Contact
For any inquiries regarding orders, shipping tracking, returns, or refunds, please reach out to our team using the contact details below:
Address: 81 Ubi Avenue 4, #01-07 UB.One, Singapore 408830
Telephone: +65 6385 0506
Email: merchandiser@solidblackout.com