Refund and Exchange policy
General part
1. Extended returns information
For the 2023 Holiday Season, most of the items purchased between October 11 and December 25, 2023 can be returned until
January 31, 2024.
2. Solum store Returns policy
Items shipped from SAI, including Solum warehouse, can be returned within 30 days of delivery, with some exceptions:
- ESL, Acc. more than 30 days after delivery
- Downloadable software products(Aims link)
- Online subscription after you accessed it(Aims SaaS)
- Non-returnable items that arrived damaged or defective
Non returnable items that arrived damaged or defective are eligible for a refund or replacement.
3. Refund timing and amounts(including partial refunds)
Returned items should be sent to SAI or Warehouse
How long do refunds take?
After the carrier receives your item, it can take up to two weeks for us to receive and process your return.
Track your return
You can stay on top of your returns by tracking them in Your orders
To track your return
1. Go to your orders
2. Select view return/refund status
Return costs
Return shipment is free of charge in some cases. BUT the reason for return isn't a result of the Solum store error, the cost of
return shipping will be deducted from your refund.
You'll be charged a single flat fee for each return shipment, plus a smaller fee for each item in that shipment. In each return
shipment, the item with the highest per-shipment cost determines the per-shipment fee; per-item charges are applied according
to the products you're returning. You can return items from different orders in the same package through Your Orders.
| PRODUCT CATEGORY | PER SHIPMENT | PER ITEM |
| Newton Link | ||
| Acc. | ||
| Demo Kit |
Refund times
| REFUND METHOD | REFUND TIME (AFTER REFUND IS PROCESSED) |
| Bank transfer | |
| Credit card | 3 ~ 5 business days |
| Debit card | Up to 10 business days |
| Paypal | |
| Shop with promotion code | Up to 5 business days |
Partial refunds
| ITEM | REFUND |
|
Items in original condition past
the return (30 days after delivery) |
80% of the item price |
|
Items with damage, missing parts,
not in original condition, or that have obvious signs of use for reasons not due to Solum store or seller error |
Up to 50% of the item price |
| Used support ticket | |
| Used or activated
software/application |
0% of the item price |
Refund and Exchange policy
Refunds and order cancellations are only available for orders placed through the Solum store.
For purchases made through other channels, please contact the respective channel directly.
1. Return Period:
Orders placed through the Solum store can be canceled before shipping begins, with a 100% refund provided.
If you wish to request a refund due to a change of mind after delivery, you may do so within 14 days via the 'Contact us' form.
In this case, return shipping costs will be the responsibility of the customer.
2. Return Policy:
| Products | Policy |
| Aims Saas starter kit | No refunds unless the product is defective |
| H/W(ESL, Gateway) | Depending on the warranty coverage and responsibility for the issue, a 1:1 exchange will be provided or costs will be charged to the customer. |
| S/W(Aims SaaS) | The service can be used until the end of the current billing cycle, and no refunds will be provided for payments already made. |
| Accessories | No refunds unless the product is defective |
3. Item Condition:
ESL, Gateways(Newton G/W, USB G/W), and Acc. must be returned in their original packaging with all included components.
Returned items should be sent to Solum America INC, 65 Challenger Road, Ridgefield Park, New Jersey, USA, 07660.
4. Proof of Purchase:
An order confirmation and invoice are required for returns OR exchanges.
5. Refund Method:
Refunds are generally processed to the original payment method.
If you made a payment via bank transfer, please contact us through 'contact us' form.
6. RMA(Return Merchandise Authorization)
The RMA (Return Merchandise Authorization) process is a procedure through which customers return defective or malfunctioning products to Solum for repair or replacement.
Steps for Submitting an RMA Request
If you suspect a technical problem or defect in a product, please first contact the SoluM Store Live Chat for real-time assistance in resolving the issue. If no solution is found, you can proceed with an RMA request.
RMA Request Steps
1) Verify Warranty Conditions
Ensure that the product meets the warranty conditions. Warranty conditions vary depending on the product and model.
2) Packaging
Products covered under warranty (e.g., DOA, defects within the warranty period) must be separated from products not covered under warranty (e.g., damage caused by the customer) for packaging and submission.
This helps minimize unnecessary shipping costs, additional damage, and risk.
Ensure that the actual number of products in the RMA package matches the quantity listed in the RMA documents. The RMA documents must also be submitted with the package.
3) Unassign ESLs
Before submitting ESL products, they must be unassigned from the system. If ESLs are not unassigned, the tags cannot be used in other stores.
4) RMA Number
Before submitting an RMA request, you must obtain a unique RMA number. Contact Contact Us for RMA-related inquiries, and you will be provided with the RMA number.
*A detailed RMA guide will be provided when you submit an RMA request through the Contact Us.
7. Refund times
After the carrier receives your item, it can take up to two weeks for us to receive and process your return.
For S/W(Aims SaaS), if you cancel your subscription, you can continue to use the Aims SaaS until the next billing date.
| REFUND METHOD | REFUND TIME (AFTER REFUND IS PROCESSED) |
| Bank transfer | 3 ~ 5 business days |
| Credit card | 3 ~ 5 business days |
| Debit card | Up to 10 business days |
| Shop with promotion code | Up to 5 business days |