This policy describes Solstice returns. For help with a Polaris product, email RMASupport@mersive.com and refer to your purchase agreement.
Solstice returns
The Solstice Pod includes a limited manufacturer’s hardware warranty. If you have received a damaged or malfunctioning product, please notify us within 48 business hours of receiving your product for assistance. See the end user license agreement for warranty terms.
Mersive allows for return of unopened hardware product only (Solstice Pod) within 30 days of shipping. Please contact our order team within 30 days of delivery, and we’ll offer a credit note or your money back, subject to shipping and restocking fees.
To be eligible for a return, please make sure that:
- The product is in its original packaging unopened and unused and is subject to a 10% restocking fee. A 20% restocking fee will be applied if the product is returned opened. Mersive inspects all returns and reserves the right to refuse credits on damaged, misused, or opened products.
- You must obtain a Return Merchandise Authorization (RMA) number from us before returning the product.
- Original shipping and handling charges are non-refundable for all returns. You are responsible for return shipping and insurance charges. No COD (Collect On Delivery) shipments will be accepted.
- Orders may be canceled without penalty prior to shipment. If products have shipped prior to a cancellation request, it will be handled as a return, described above.
Products that do not meet this criteria will not be considered for return.
Returning a Product
To obtain a Return Merchandise Authorization (RMA) number, contact us by email at RMASupport@mersive.com.
All returns, with RMA number, should be sent to:
1667 Cole Boulevard
Suite 225
Lakewood, CO 80401
USA
Shipping
Shipping charges incurred in connection with the return of a product are non-refundable.
You are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping, both to and from Mersive.
Digital Products
Our return policy does not include refunds for digital and subscription products once the order is confirmed and the product is made available to the customer (via download or automatic update). Please contact Mersive Support for assistance if you experience any issues receiving or downloading our digital products.
Contact Us
If you have any questions about our Return and Refund Policy, please contact us at RMASupport@mersive.com.