returns
Do you still want to return your order? No problem at all. We understand that sometimes things come up, and you might need to send an item back. We have a few guidelines and conditions for returning orders.
How long do I have to return my order?
You can let us know within 14 days of receipt that you wish to cancel your purchase. After notifying us of your cancellation, you then have another 14 days to actually return the products. The withdrawal period expires 14 days after the day on which you, or a third party designated by you, who is not the carrier, physically receives the goods. The right of withdrawal is excluded if the item has been custom-made or custom-coloured specifically for you.
Where and how do I indicate that I want to return an order?
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You can use the model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Who is responsible for the cost of returns?
You are responsible for the order and its products from the moment of receipt of your order. You are also responsible for returning the order. The costs for shipping with a carrier or any fuel costs are therefore at your own expense. When you have informed us that you wish to return (a part of) the order, we will inform you of any costs for picking up the items. Returns can under no circumstances be offered at our showroom.
Where should I return my order?
For each order, we specifically indicate where it should be returned. This is because it may need to be sent to a different warehouse. Generally, this is also the address of the supplier who shipped the order to you, often indicated on the packing slip.
Returns can under no circumstances* be sent to our showroom in Alphen aan den Rijn.
Any return shipping costs are the responsibility of the person sending the products back.
Are there situations in which I cannot return my order?
Yes, in the situations below, it is absolutely not possible to return products.
> The article was custom-made or custom-colored for you.
> The article is clearly personal in nature.
You are only liable for the diminished value of the goods resulting from the use of the goods, which goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
How do you refund money when necessary?
At Solza, we always do our utmost to refund your payment, for example in the event of a return or cancellation, as quickly as possible. After all, everyone wants their money back as soon as possible. We aim for faster, but always do so within the legal 14 days after cancellation or return. Refunds are made in the same way as you paid.
Can I also return/cancel services?
You have the right to revoke the agreement within a period of 14 days without giving any reason. The revocation period expires 14 days after the day on which you purchased the service. You are only obliged to pay any costs for the service up to the moment of dissolution.
Can I return products at your showroom in Alphen a/d Rijn?
No, unfortunately this is never possible*. Returns must always take place by returning the products to a warehouse designated by us or by having them collected from your location, against payment.
*In some cases, it is possible, in consultation with our staff, to return products to our showroom. However, there are always processing costs of €19.99 for this, and this can only be done in consultation.
How should I package flooring for a return?
Floorboards should always be packaged on a pallet as well as possible. Products must be secured on a pallet and shrink-wrapped. An example of this can be seen here.
Do you pick up my product from home or do I have to return it myself?
You are responsible for the order and its products from the moment you receive it. You are also responsible for returning the order. Any shipping costs charged by a carrier or fuel costs are therefore at your own expense. When you have informed us that you wish to return (a part of) the order, we will inform you of any costs for collecting the items if this is possible. In some cases, it is also possible to return the products to one of our suppliers' warehouses. Returns can under no circumstances be dropped off at our showroom.
How does returning Floer brand products in the Netherlands work?
For orders of Floer brand products, we have an agreement with Floer that the order can be picked up at the same location where it was delivered. The products must then be packaged in the same way they arrived (please also refer to the section "How should I pack flooring for a return?"). The cost for returning Floer products is €75. An alternative to having the products picked up is that you can return them yourself to Floer's warehouse in Groningen. This latter option is only possible by appointment through our customer service.
How does returning Floorify brand products work in the Netherlands?
For orders of Floorify brand products, we have an arrangement with Floorify that the order can be picked up at the same location where it was delivered. The products must be packed in the same way they arrived (please also refer to the section "How should I pack flooring for a return?"). The cost for having Floorify products picked up is €75. It is also possible to return the products yourself to a location designated by Solza (supplier's warehouse), in which case there are no costs involved.
How do returns of Floorlife brand products work in the Netherlands?
For orders of Floorlife brand products, we have an agreement with Floorlife that the order can be picked up at the same location where it was delivered. However, it is important that this concerns flooring with a minimum quantity of 15m2. The products must be packaged in the same way they arrived (please also refer to the section "How should I package flooring for a return?"). The cost for returning Floorlife products is €75.
Alternatively, you can return the products yourself to the brand's warehouse. Please contact us for this.
How do returns work for VTWONEN products in the Netherlands?
For orders of VTWONEN brand products, we have an arrangement with VTWONEN that the order can be picked up at the same location where it was delivered. However, it is important that these are flooring panels with a minimum quantity of 15m2. The products must be packaged in the same way they arrived (please also refer to the section "How should I package flooring for a return?"). The cost for returning VTWONEN products is €75.
An alternative to the above is to return the products yourself to the brand's warehouse. Please contact us for this.
How does returning Vivafloors brand products work in the Netherlands?
For orders of Vivafloors brand products, we have an arrangement with Vivafloors that the order can be picked up at the same location where it was delivered. The products must be packed in the same way they arrived (please also read the section "How should I pack flooring for a return?"). The cost for picking up Vivafloors products is €75. It is also possible to return the products yourself to a location designated by Solza (supplier's warehouse), in which case there are no costs involved.
How do I find the return address?
Of course, you are completely free to ask us this. It can differ per order. Generally, however, this is the address of the warehouse of the ordered brand.
