Return and Refund Policy

1. Return and Refund Policy Overview

This Return and Refund Policy covers products purchased directly from Solenora’s official website. Products purchased from another retailer, marketplace, or reseller must be returned according to that seller’s rules.

A return is not complete until Solenora has received and inspected the product. Sending an item without contacting us first may delay processing or make it difficult to identify the order.

We reserve the right to reject a return that does not meet this policy, subject to any mandatory rights available to the customer.

2. Return and Refund Policy Return Window

Under this Return and Refund Policy, eligible products may generally be returned within 30 calendar days after confirmed delivery.

A request submitted after the return window may be declined. If delivery tracking is unavailable or inaccurate, Solenora may use other reasonable evidence to determine the delivery date.

Customers should contact us promptly after discovering a defect, shipping damage, missing component, or incorrect item.

3. Return Eligibility Requirements

To qualify under the Return and Refund Policy, a product should normally:

• Be returned within the applicable return period;
• Be unused, unworn, unwashed, and in resalable condition;
• Contain all original parts, accessories, manuals, and gifts;
• Include original packaging and labels where reasonably possible;
• Show no damage caused by misuse, neglect, alteration, or improper care;
• Be accompanied by valid proof of purchase or the correct order number.

Solenora may inspect the product and compare its condition with order, fulfillment, and delivery records before approving a refund.

4. Non-Returnable and Final-Sale Items

Unless applicable law requires otherwise, the following items may not be eligible for change-of-mind returns:

• Personalized, customized, engraved, or made-to-order products;
• Perishable products or goods with a limited shelf life;
• Gift cards, digital downloads, and downloadable software;
• Opened hygiene-sensitive or personal-care products;
• Items marked final sale or non-returnable before purchase;
• Products damaged through misuse, accident, alteration, or improper storage;
• Items returned without essential components or in materially different condition.

A final-sale designation does not remove rights relating to defective, misdescribed, or incorrectly supplied products where such rights are protected by law.

5. How to Start a Return

The Return and Refund Policy requires customers to contact Solenora Customer Support before shipping an item.

Please provide:

1. Your full name and order number;
2. The product you want to return;
3. The reason for the request;
4. Clear photographs when the item is damaged, defective, or incorrect;
5. Any other information reasonably needed to review the request.

If approved, we will provide return instructions and, when applicable, a return authorization or shipping label. The item should be packed securely to avoid damage during transit.

Keep your shipping receipt and tracking number until the return and refund have been completed.

6. Return and Refund Policy Shipping Costs

For an approved change-of-mind return, the customer is generally responsible for return shipping costs. Original shipping charges are normally non-refundable.

Solenora will normally cover reasonable return shipping costs when the product is confirmed to be defective, damaged on arrival, or different from the item ordered.

Unauthorized express shipping, customs charges, insurance upgrades, and additional services selected by the customer may not be reimbursed.

We do not recommend returning an item without tracking. Solenora cannot issue a refund for a parcel that does not reach the authorized return location unless applicable law provides otherwise.

7. Damaged, Defective, Missing, or Incorrect Items

This Return and Refund Policy asks customers to inspect the package shortly after delivery and contact us promptly if there is a problem.

Please send clear photographs of:

• The affected product and damaged area;
• The shipping box or mailer;
• The internal packaging;
• The shipping label;
• All items received in the parcel.

Depending on the circumstances, Solenora may offer a replacement, repair, partial refund, full refund, or another remedy required by applicable law.

8. Exchanges and Replacements

Exchanges are subject to product availability. The fastest option may be to return the eligible product and place a new order after the return has been approved.

A replacement may be offered when an item is defective, damaged during delivery, missing essential parts, or incorrectly supplied.

Replacement products are normally sent to the original shipping address. Contact us immediately if the address needs to be reviewed.

The Return and Refund Policy does not guarantee that a specific size, color, variation, or discontinued product will remain available.

9. Return and Refund Policy Processing Times

After an authorized return arrives, Solenora will inspect the product and notify the customer whether the refund is approved, adjusted, or declined.

Approved refunds are normally issued within 5–10 business days after inspection. The refund is generally sent to the original payment method.

Banks, card issuers, payment platforms, and financial institutions may require additional time to post the credit to the customer’s account.

Where permitted by law, deductions may be made for missing components, material damage, excessive handling, or loss of value beyond what is reasonably necessary to inspect the product.

10. Late or Missing Refunds

If you have received a refund confirmation but do not see the funds, first check the original payment account and contact the bank, card issuer, or payment provider.

Processing times differ between financial institutions. A pending credit may not appear immediately.

If the payment provider confirms that no refund is pending, contact Solenora with your order number and refund confirmation so we can review the transaction.

11. Order Cancellations

Contact Solenora as soon as possible if you need to cancel an order. We will try to stop fulfillment, but cancellation cannot be guaranteed after processing or shipment begins.

If an order has already shipped, the customer may need to receive the parcel and follow the Return and Refund Policy return process.

Orders cancelled before shipment are normally refunded to the original payment method. Payment-provider processing time may still apply.

For delivery information, review our Shipping Policy.

12. International Returns and Customs Charges

International customers should follow the approved return instructions carefully. Customs forms should identify the parcel as returned merchandise where legally appropriate.

Import duties, customs charges, brokerage fees, and taxes paid to a government or third party are generally not refundable by Solenora. Customers may need to contact the relevant authority directly.

A return may be delayed or rejected by customs if documentation is incomplete or inaccurate.

General information about international postal customs is available from the Universal Postal Union.

13. Return and Refund Policy and Consumer Rights

This Return and Refund Policy operates alongside mandatory consumer-protection laws. If a policy term conflicts with a non-waivable legal right, the applicable legal right will prevail.

Customers in the European Union may have a 14-day statutory withdrawal right for many distance purchases, subject to legal exceptions and conditions. Official guidance is available through Your Europe.

Customers in the United States can review general online-shopping and return-policy guidance from the Federal Trade Commission.

These external resources are provided for general information and do not replace advice from a qualified legal professional.

Use of the Solenora website is also governed by our Terms of Service and Privacy Policy.

14. Contact Solenora About This Return and Refund Policy

Contact our support team if you have a question about this Return and Refund Policy, a return request, damaged product, replacement, cancellation, or refund status.

Include your full name, order number, product name, reason for contacting us, and supporting photographs where relevant.