Name: Aurelia Bay
Address: 53 S 100 W, Provo, 84601, US
Telephone: +1 (801) 685-6067

Conditions

Returned Solana Thermo Gloves must be unworn, free from cosmetic or functional blemishes, unaltered, accompanied by all battery accessories and manuals, and secured within original factory packaging with undamaged protective seals.

Thermal gloves that show evidence of direct body soil, perspiration, moisture ingress, or modified wiring systems cannot be returned due to sanitary, personal health, and electrical safety regulations.

Returning your order

Request Authorization: Transmit an email to [email protected] with your order number and clear photographs demonstrating item condition.
Receive RMA Instructions: Await return authorization documentation, including your assigned RMA number and verified domestic return warehouse address.
Pack and Dispatch: Enclose the gloves, cables, and original packaging securely inside a protective shipping carton and ship the parcel via a traceable United States postal or parcel service.
Inspection and Reimbursement: Allow our intake team to examine the returned goods, after which an approved refund will be disbursed via Direct Bank Transfer within 3-10 business days.

Who pays return shipping

Should the gloves arrive damaged, defective, or incorrect, we absorb the cost by providing a prepaid shipping label or scheduling a courier pickup. If you are simply returning them by choice, you cover return postage, and we make no additional deductions.

Refund timing and method

We release your funds within 3 business days following physical inspection. Orders paid cash on delivery are reimbursed via bank transfer to your provided account; bank wire orders return directly to the originating account. Banks typically process and post these funds in 1-5 business days.

Procedures for specific cases

Situation	What we do	Cost to you
Damaged in transit	Replacement or full refund	None
Wrong item delivered	Accurate item dispatched, incorrect item retrieved	None
Parcel lost	Replacement parcel dispatched or complete refund issued following carrier investigation	None
Faulty on arrival	Replacement or full refund	None
Changed your mind	Complete reimbursement of the product price	Return shipping only

Exchanges

If you need a different glove size or model, follow the standard return steps and place a separate order; we process your refund as soon as the returned pair arrives. When an exchange stems from an error on our part, we dispatch the new parcel free of charge.

Cancelling an order

You can cancel your order at no charge prior to parcel dispatch. Please write to [email protected] with your order reference. Once an order leaves our facility, our regular return guidelines apply.

Questions about this policy

Reach out by writing to [email protected] or phone +1 (801) 685-6067 during Mon-Fri 09:15-17:00, Sat 09:45-14:00. We reply to all inquiries within one business day.

Merchant: Aurelia Bay Gear LLC
Registered address: 53 S 100 W, Provo, UT 84601, United States
Email: [email protected]
Phone: +1 (801) 685-6067
Working hours: Mon-Fri 09:15-17:00, Sat 09:45-14:00
Registration: EIN: 21-9432126