Returns & Refunds

At Solenne, we want you to feel confident when ordering from us. If something is not right with your order, we will always aim to resolve the matter fairly and in accordance with your rights under UK consumer law.

This Returns & Refunds Policy explains your rights when you change your mind, receive a faulty or incorrect product, or experience another problem with your order.

This policy should be read alongside our Shipping & Delivery Policy and Terms & Conditions.

1. Your Right to Cancel an Online Order

If you are a consumer purchasing from us online, you will normally have a legal right to change your mind and cancel an eligible purchase without giving us a reason.

Your cancellation period begins when the contract is entered into and normally ends 14 days after the day on which you, or a person nominated by you, receives the goods.

If a single order contains several goods delivered separately, the cancellation period will normally run from the day after you receive the last of those goods, where applicable under UK consumer law.

To exercise your right to cancel, you must inform us clearly of your decision before the cancellation period expires.

You may contact us at:

Email: support@solennestore.site

Please include your order number wherever possible.

You do not need to provide a reason for cancelling an eligible order.

2. Returning Goods After Cancellation

Once you have informed us that you wish to cancel an eligible purchase, you must send the goods back without undue delay and, in any event, no later than 14 days after the day on which you informed us of your cancellation.

Please contact us before sending a return so that we can provide you with the appropriate return instructions and return address.

Requesting return instructions is intended to help your return reach the correct location and does not remove or restrict any statutory right you may have.

Unless we have agreed to collect the goods, the return will be considered sent in time if you dispatch it before the applicable 14-day return period expires.

3. Change-of-Mind Return Conditions

For change-of-mind returns, please take reasonable care of the products while they are in your possession.

You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in a similar way to how you might reasonably inspect a product in a physical shop.

Where legally permitted, we may reduce the amount of a refund to reflect any reduction in the value of the goods caused by handling beyond what was reasonably necessary to inspect them.

Where possible, products being returned following a change of mind should be:

• complete;

• accompanied by any accessories or components supplied with them;

• returned with their original packaging where reasonably possible; and

• securely packaged to avoid damage during return transit.

The absence of original packaging will not automatically remove a statutory right to cancel where such a right applies, although excessive handling or damage may affect the amount refundable where the law permits.

4. Haircare, Cosmetic & Hygiene Products

Because Solenne sells haircare, beauty and personal-care products, certain goods may be supplied with protective seals or other hygiene-related packaging.

Under UK consumer law, the statutory right to cancel may not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery.

Where this legal exception applies, we may therefore be unable to accept a change-of-mind return after the relevant hygiene or protective seal has been broken or removed.

This may apply to certain cosmetics, haircare or personal-care products where, due to the nature of the particular product, accepting it back after unsealing would be inappropriate for genuine health protection or hygiene reasons.

We will not apply this exception more broadly than permitted by law.

Where a product remains sealed and the statutory cancellation right otherwise applies, it may still be returned within the applicable cancellation period.

Most importantly, this hygiene exception does not remove your rights where a product is faulty, damaged, unsafe, incorrectly supplied, misdescribed or otherwise does not conform to the contract.

5. Products That Cannot Be Returned Following a Change of Mind

The legal right to cancel does not apply in certain circumstances provided by UK consumer law.

Depending on the goods concerned, examples may include:

• certain sealed goods that are unsuitable for return for genuine health protection or hygiene reasons once unsealed;

• products made to your specifications or clearly personalised;

• goods liable to deteriorate or expire rapidly; and

• other goods or circumstances expressly excluded from the statutory right of cancellation.

We will only rely on an exception where it is applicable to the particular product and permitted by law.

These exceptions relate to change-of-mind cancellations and do not remove statutory remedies that may apply to faulty or non-conforming goods.

6. Cost of Returning a Change-of-Mind Order

Unless we tell you otherwise or agree to cover the cost, you are responsible for the direct cost of returning goods where you exercise your right to cancel because you have changed your mind.

We recommend using an appropriate tracked or otherwise verifiable postal service and retaining proof of postage until your refund has been completed.

You are responsible for choosing a suitable method for sending the return to the address provided by us.

Where the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, different rules may apply and we will not require you to bear return costs that we are legally responsible for.

Please contact us before returning a faulty or incorrect product so that we can provide the appropriate instructions.

7. Refunds Following a Change of Mind

Where you validly cancel an eligible purchase, we will refund the payments due to you in accordance with applicable UK consumer law.

This will normally include:

• the purchase price of the goods being cancelled; and

• the cost of our least expensive standard delivery method offered for the relevant order, where applicable.

If you chose a delivery method that was more expensive than our standard delivery option — for example, express or premium delivery — we are not required to refund the additional amount above the cost of standard delivery.

If only part of an order is cancelled, the amount of any delivery refund will depend on the circumstances and applicable law.

8. When We Will Issue a Change-of-Mind Refund

Where goods are being returned following a cancellation, we may withhold the refund until:

• we have received the goods back; or

• you provide evidence that you have sent the goods back,

whichever occurs first, where permitted by law.

Once the relevant conditions have been satisfied, we will issue the refund without undue delay and within the time required by UK consumer law.

Refunds will normally be made using the same payment method originally used for the purchase, unless you expressly agree to another method.

You will not be charged a fee simply for receiving a statutory refund.

Please note that, after we issue a refund, your bank, card provider or payment service may require additional processing time before the funds appear in your account. Such banking processing times are outside our direct control.

9. Faulty, Damaged or Misdescribed Products

Your rights when a product is faulty are separate from your right to change your mind.

Products supplied by Solenne must comply with the requirements of applicable UK consumer law.

Depending on the circumstances, this includes requirements that goods are:

• of satisfactory quality;

• fit for their intended or agreed purpose; and

• as described.

If you believe a product is faulty, damaged, unsafe, does not match its description or is otherwise not in conformity with the contract, please contact us at:

support@solennestore.site

Please provide your order number and a description of the issue.

Where reasonably possible, photographs or other evidence of the product and packaging can help us investigate the issue more quickly.

Providing photographs is intended to assist our investigation and does not remove any statutory right you may have.

10. Faults Reported Within 30 Days

Where goods do not conform to the contract, UK consumer law may give you a short-term right to reject them within the applicable statutory period, which is normally 30 days.

Where the short-term right to reject validly applies, you may be entitled to reject the affected goods and receive a refund.

The exact remedy available will depend on the circumstances and applicable consumer law.

Nothing in this policy is intended to make you accept a repair, replacement or store credit where you are legally entitled to another remedy.

11. Faults Discovered After the Initial 30-Day Period

If a fault is discovered after the short-term right to reject has expired, you may still have statutory rights.

Depending on the circumstances, you may be entitled to request a repair or replacement.

Any repair or replacement required under UK consumer law must be provided within a reasonable time and without causing significant inconvenience to you.

Where a repair or replacement is impossible, unsuccessful, cannot be completed within a reasonable time or would cause significant inconvenience, you may have further rights, including an appropriate price reduction or a final right to reject the goods.

Your precise rights depend on the nature of the issue and the circumstances in which it arose.

12. Damaged in Transit

If your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, please retain:

• the product;

• the original packaging;

• the delivery packaging; and

• the shipping label.

Photographs of the condition in which the parcel arrived can help us investigate the matter with the delivery provider.

Where the damage occurred while the goods remained at our risk, we will provide the remedy required by applicable consumer law.

A damaged parcel does not automatically mean that the product itself must be discarded. Please contact us before disposing of the item where it is reasonable and safe to retain it.

13. Incorrect Products or Missing Items

If we have sent you a product that you did not order, supplied the wrong size or quantity, or an item is missing from your order, please contact us at [customer service email].

Please include:

• your order number;

• details of the item affected; and

• photographs where reasonably useful.

Where we have made an error, we will take appropriate steps to correct it at no additional cost to you where required.

14. Allergies, Sensitivities & Individual Results

Haircare and cosmetic products may interact differently with different hair types, skin types and individual sensitivities.

A product not producing the particular cosmetic result you personally hoped for does not necessarily mean that the product is faulty.

However, this does not affect your rights where a product is defective, unsafe, misdescribed or otherwise fails to comply with applicable law.

We recommend reviewing the product information and ingredient list before use and following any directions or warnings supplied with the product.

If you experience an unexpected or adverse reaction, discontinue use where appropriate and seek suitable professional advice if necessary.

Please contact us if you believe there may be an issue with the product itself.

15. Used Products That Are Faulty

Using or opening a product does not automatically remove your statutory rights if the product is faulty or otherwise does not conform to the contract.

The hygiene-related exception described above concerns certain change-of-mind cancellations.

It does not allow us to refuse a valid statutory remedy merely because you needed to open or use a product before discovering a fault.

If you discover a problem after opening or beginning to use a product, please contact us with the details of the issue.

16. Sale, Discounted & Promotional Products

Products purchased during a sale, promotion or using a discount code retain the same statutory consumer rights as products purchased at full price.

We will not exclude a legally required return or refund simply because an item was discounted.

Any voluntary promotional terms offered in addition to your statutory rights will be explained separately where applicable.

17. Exchanges

Where appropriate, we may be able to offer a replacement or exchange.

An exchange offered as a matter of customer service does not replace any remedy to which you are legally entitled.

If you would like a different product because you have changed your mind, the simplest process may be to return the eligible original product in accordance with this policy and place a new order.

Please contact us if you need assistance.

18. Return Shipping for Faulty or Incorrect Goods

Where goods are validly rejected because they are faulty, incorrect, damaged or otherwise non-conforming, Solenne will bear return costs where required by applicable UK consumer law.

Depending on the circumstances, we may:

• provide a prepaid return label;

• arrange collection;

• reimburse reasonable return postage; or

• provide another appropriate return method.

Please follow the return instructions we provide so that the matter can be resolved efficiently.

Nothing in this section requires you to accept an unreasonable return method or personally incur costs that the law requires us to bear.

19. Proof of Purchase

We may ask you for reasonable evidence that the goods were purchased from Solenne.

Examples may include:

• your order confirmation;

• order number;

• receipt;

• payment record; or

• other reasonable evidence of purchase.

Not having a paper receipt will not necessarily prevent a claim where you can otherwise demonstrate that the product was purchased from us.

20. Refund Method

Where a monetary refund is due, it will normally be returned to the original payment method unless another method is expressly agreed with you and permitted by law.

We will not replace a statutory monetary refund with store credit, vouchers or gift cards without your agreement where you are legally entitled to money back.

If the original payment method is no longer available, please contact us so that we can determine an appropriate alternative.

21. Refund Processing

We will process statutory refunds without undue delay and within the time limits required by applicable law.

For certain statutory refunds relating to rejected faulty goods, the refund must generally be provided within 14 days after we agree that you are entitled to it.

For change-of-mind cancellations involving returned goods, different statutory timing rules apply, as described above.

Once a refund has been issued by us, the time taken for it to appear in your account may depend on your payment provider.

22. Return Address

Please do not send a return to an address found on a parcel, product label or other document unless we have confirmed that it is the correct return address.

Our fulfilment and return locations may differ.

To obtain the correct return instructions, contact:

support@solennestore.site

We will provide the appropriate return destination and instructions for your particular order.

This does not restrict your statutory right to notify us that you wish to cancel an order.

23. Returning Products Safely

Products should be packaged appropriately for return.

Where a bottle or container has been opened because of a fault, please ensure that it is securely closed and packaged to minimise leakage during transit where it is safe and reasonable to do so.

If a product is damaged in a way that makes posting it unsafe, please contact us before attempting to return it.

We may provide alternative instructions depending on the circumstances.

24. Refused Deliveries & Uncollected Parcels

Refusing a delivery or failing to collect a parcel does not necessarily amount to a legally effective notice of cancellation.

If you wish to exercise a statutory right to cancel, you should clearly inform us of your decision using the contact details in this policy.

Where an order is returned to us because it was refused, uncollected or could not be delivered, we will assess the appropriate refund or redelivery options in accordance with the circumstances, our Shipping & Delivery Policy and your statutory rights.

25. Returns Sent Without Contacting Us

Where possible, please contact us before sending goods back so we can provide the correct return location and identify the return when it arrives.

However, failure to obtain a return authorisation number or our prior approval will not, by itself, remove a statutory right that you have validly exercised.

Please retain proof of postage or other evidence of return.

26. Abuse, Fraud & Improper Return Claims

We reserve the right to investigate suspected fraudulent, dishonest or abusive return claims.

This may include situations involving deliberate product substitution, false claims about delivery or product condition, or attempts to return goods that were not purchased from Solenne.

We may refuse claims that are fraudulent or where no legal or contractual right to a remedy exists.

This provision will not be used to restrict a genuine consumer from exercising statutory rights.

27. Your Statutory Rights

Nothing in this Returns & Refunds Policy excludes, limits or replaces rights that you are entitled to under applicable UK consumer law.

Relevant protections may include those arising under the:

Consumer Rights Act 2015

and

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

together with other applicable consumer protection legislation.

Where any provision of this policy conflicts with a statutory consumer right that cannot lawfully be excluded or restricted, the statutory right will prevail.

28. How to Contact Us About a Return

To request return instructions, report a faulty product or ask about a refund, please contact:

Solenne
Email: support@solennestore.site
Website: solennestore.site

Please include your order number and sufficient information for us to identify your purchase.

29. Cancellation Notice

You may exercise an eligible statutory right to cancel by sending us any clear statement communicating your decision to cancel.

If helpful, you may use the following format:

To: Solenne
Email: [customer service email]

I am giving notice that I wish to cancel my contract for the following goods:

Product(s): [product name(s)]

Order number: [order number]

Ordered on: [date]

Received on: [date]

Customer name: [name]

Customer address: [address]

Date: [date]

You do not have to use this format. Any clear statement that validly communicates your decision to cancel is sufficient where the statutory right applies.