Refund policy

5.1 Return Window

We accept eligible returns within 30 days of delivery.

To request a return, contact support@PoolSolara.com.

Do not send products back without contacting us first. Unauthorized returns may be delayed or refused.

5.2 Return Eligibility

To be eligible for return, the product must be purchased from PoolSolara.com, returned within the return period, in original condition, clean, dry, complete, free from damage caused by misuse, improper setup, negligence, or unauthorized modification, and returned with original packaging, accessories, manuals, parts, and proof of purchase where possible.

A product may be inspected in a normal way to confirm its nature, characteristics, and functioning. However, use beyond normal inspection may reduce the refund amount where allowed by law.

5.3 Return Shipping Costs

For returns due to change of mind, customer preference, wrong size choice, wrong color choice, or unwanted product, the customer is responsible for return shipping costs unless applicable law requires otherwise.

For defective, damaged, incorrect, or misdescribed products, we will provide a reasonable solution. Depending on the case, this may include a prepaid return label, replacement, refund, repair solution, missing-part shipment, or reimbursement of approved return shipping costs.

5.4 Return Address

Approved returns should be sent only after receiving return instructions from customer support.

Return address:

KO-L-OR
13 Impasse des émeraudes
Bellevigny, 85170
France

The customer must package the product securely. We recommend using a tracked shipping method. We are not responsible for returns lost in transit unless the return label was provided by us.

5.5 Refund Timing

After we receive and inspect the returned product, we will notify you by email.

Approved refunds are issued to the original payment method.

For standard approved returns, refunds are normally processed within 3–10 business days after inspection.

After we issue the refund, your bank, card issuer, or payment provider may take additional time to make the funds available.

5.6 EU and French Right of Withdrawal

For customers protected by French or European Union consumer law, you have the legal right to withdraw from an online purchase within 14 calendar days without giving a reason.

For physical goods, the withdrawal period starts the day after you, or a person designated by you, receives the goods. If an order contains multiple goods delivered separately, the period starts the day after receipt of the last good.

To exercise your right of withdrawal, contact us before the withdrawal period expires.

Email: support@PoolSolara.com
Postal address: KO-L-OR, 13 Impasse des émeraudes, Bellevigny, 85170, France

You may send a clear written statement by email saying that you wish to withdraw from the purchase.

5.7 Withdrawal Form

You may use the form below, but it is not required.

To: KO-L-OR
13 Impasse des émeraudes
Bellevigny, 85170
France
Email: support@PoolSolara.com

I notify KO-L-OR that I withdraw from my purchase of the following product ordered on PoolSolara.com.

Order number:
Product name:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email:
Date:

5.8 Refunds for EU/French Withdrawal

If you exercise your legal right of withdrawal, we will refund the eligible amount according to applicable consumer law.

We may wait until we receive the returned goods, or until you provide proof that the goods were returned, before issuing the refund.

Returned products must be sent back without undue delay and no later than 14 days after you notify us of your withdrawal.

The customer is responsible for direct return shipping costs for withdrawal returns unless applicable law requires otherwise or we agree otherwise in writing.

5.9 Non-Returnable or Refused Returns

Where allowed by law, we may refuse or reduce a refund for products returned after the return period, products not purchased from PoolSolara.com, products damaged by misuse, negligence, improper setup, or unauthorized modification, products returned incomplete, dirty, wet, or missing parts, products showing use beyond normal inspection, products returned without contacting us first, or products that cannot be resold for hygiene or safety reasons after use where legally applicable.

This does not affect your legal rights for defective, damaged, incorrect, or non-conforming products.

5.10 Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item, contact us within 7 days of delivery.

Email: support@PoolSolara.com

Include your order number, clear photos or videos of the issue, photo of the packaging, photo of the shipping label, and a description of the problem.

After review, we may offer a replacement, refund, return label, repair solution, missing-part shipment, or another appropriate solution.

5.11 Exchanges

We offer exchanges when stock is available.

If the requested replacement is unavailable, we may offer a refund instead.

For non-defective exchanges, the customer may be responsible for return shipping costs.

5.12 Cancellations

To request cancellation, contact support@PoolSolara.com as soon as possible.

Orders can only be cancelled before they are processed or shipped.

If the order has already shipped, the customer may request a return after delivery under this Return and Refund Policy.

5.13 Refused Deliveries and Unclaimed Packages

If a customer refuses delivery or fails to collect a package without our instruction, the customer may be responsible for original shipping costs, return shipping costs, customs fees, carrier fees, and any loss caused by refusal or non-collection, unless mandatory law requires otherwise.