Terms & Conditions

Terms & Conditions

 

Welcome to Solenne.

These Terms & Conditions explain the rules that apply when you visit our website, create an account, place an order or purchase products from us.

Please read them carefully before placing an order.

By using our website or purchasing from Solenne, you agree to be bound by these Terms & Conditions together with any other policies that apply to your purchase.

These Terms should be read alongside our:

  • Privacy Policy

  • Cookie Policy

  • Shipping & Delivery Policy

  • Returns & Refunds Policy

Nothing in these Terms affects any statutory rights you have as a consumer under applicable UK law.

Who These Terms Apply To

These Terms are intended primarily for customers purchasing Solenne products as consumers for personal use.

A consumer is an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

If you wish to purchase Solenne products for wholesale, commercial resale or another business purpose, please contact us before placing an order, as separate terms may apply.

Using Our Website

You may use the Solenne website for lawful personal purposes in accordance with these Terms.

You must not:

  • use our website for unlawful or fraudulent purposes;

  • interfere with the operation or security of the website;

  • introduce viruses, malicious code or harmful technology;

  • attempt to gain unauthorised access to our systems or accounts;

  • use automated systems to scrape or extract substantial parts of our website without permission;

  • impersonate another person;

  • provide deliberately false information;

  • attempt to circumvent purchase limits or security measures; or

  • use our website in a way that infringes the rights of Solenne or another person.

We may take reasonable steps to protect our website, customers and systems where misuse, fraud or unlawful activity is suspected.

Your Eligibility to Place an Order

By placing an order, you confirm that you are legally capable of entering into a binding contract.

If you are under 18 or otherwise unable to enter into a contract yourself, an order should be placed with the involvement of a parent, guardian or other person legally able to contract.

You must provide accurate and complete information when placing an order.

Product Information

We take reasonable care to ensure that product descriptions, photographs, prices and other information displayed on our website are accurate.

However, minor differences may occasionally occur.

For example:

  • colours may appear slightly different depending on your screen or device;

  • packaging may be updated;

  • product appearance may vary slightly between production batches; and

  • formulations or ingredient information may be updated where appropriate.

Such differences will not permit us to supply a product that is materially different from what you agreed to purchase.

Products supplied by us must comply with the requirements of applicable consumer law, including requirements concerning quality, fitness for purpose and description.

Ingredients & Product Information

Where ingredient information is displayed online, we take reasonable steps to keep it accurate and current.

Product formulations or packaging may occasionally be updated.

For this reason, you should also review the ingredient list, directions and warnings appearing on the product packaging before use.

If there is a material discrepancy between the information provided to you before purchase and the product supplied, your statutory rights are not affected.

If you have a known allergy or sensitivity, please review the relevant ingredient information before using the product.

Cosmetic Results

Haircare results can vary between individuals.

Factors such as hair type, hair condition, previous treatments, routine, frequency of use, environment and individual characteristics may affect the results experienced.

Unless we expressly promise a particular result as part of the contract, we do not guarantee that every customer will experience an identical cosmetic outcome.

Nothing in this section limits your rights where a product:

  • is faulty;

  • is unsafe;

  • is not of satisfactory quality;

  • is not fit for an agreed purpose;

  • does not match its description; or

  • otherwise fails to comply with applicable consumer law.

Medical Information

Solenne products are cosmetic haircare products unless expressly stated otherwise.

Information provided on our website, product pages, social media channels or by our Customer Care team is intended to provide general information about our products and their cosmetic use.

It is not intended to diagnose, treat or cure a medical condition and should not be treated as personalised medical advice.

If you have concerns about a medical condition, scalp condition, severe allergy or other health matter, you should seek appropriate professional advice.

Placing an Order

Our website will guide you through the steps required to place an order.

Before submitting your order, you will have an opportunity to review relevant information about your purchase, including the products selected and the amount payable.

Please check your order carefully before submitting it.

When you submit an order, you are making an offer to purchase the products included in that order.

Submitting an order does not necessarily mean that we have accepted it.

Order Confirmation & Contract Formation

After you place an order, we will normally send you an email acknowledging receipt of it.

Unless we expressly state otherwise, an order acknowledgement is not acceptance of your order.

The contract between you and Solenne will normally be formed when we send you confirmation that the relevant goods have been dispatched.

If products within the same order are dispatched separately, a contract for each product may be formed when we confirm dispatch of that product.

If we cannot accept your order, we will inform you and refund any payment already taken for the affected goods.

Reasons We May Be Unable to Accept an Order

Before a contract has been formed, we may be unable to accept an order for reasons including:

  • a product being out of stock;

  • payment being declined or not authorised;

  • inability to deliver to the address provided;

  • a material error in product or pricing information;

  • suspected fraud or unlawful activity;

  • applicable purchase restrictions;

  • circumstances preventing us from lawfully supplying the product; or

  • an obvious technical error affecting the order.

We will not refuse an order for an unlawful discriminatory reason.

Where payment has already been taken for an order that we do not accept, the relevant amount will be refunded.

Product Availability

All products are subject to availability.

Adding a product to your basket does not reserve it.

If a product becomes unavailable after you place an order but before we accept the order, we will inform you and will not charge you for that product, or will refund any amount already taken.

We will not substitute a materially different product without your agreement.

Prices

Prices will be displayed in the currency indicated on our website, normally Pounds Sterling (£ GBP) for UK customers.

Where VAT or another tax is required to be included in the displayed consumer price, it will be treated in accordance with applicable law.

We aim to provide clear and accurate pricing information.

Mandatory charges that can reasonably be calculated in advance will be presented as part of the price information in accordance with applicable consumer law.

You will have an opportunity to review the amount payable before placing your order.

Delivery Charges

Delivery charges, where applicable, will be displayed before you complete your purchase.

The amount may depend on factors such as:

  • your delivery location;

  • order size or weight;

  • delivery method; and

  • any applicable promotional offer.

Optional premium services, such as express delivery, will only be added where you actively select them.

For full information, please see our Shipping & Delivery Policy.

Pricing Errors

Despite reasonable care, occasionally a pricing or technical error may occur.

If we identify an obvious pricing error before accepting your order, we may decline the affected order and inform you of the correct price so that you can decide whether to place a new order.

If an issue is identified after a contract has already been formed, we will not rely on this section to remove rights you have under applicable law.

We will contact you where appropriate to resolve the issue fairly and lawfully.

Payment

The payment methods currently available will be displayed during checkout.

Depending on our payment providers, these may include:

  • debit or credit cards;

  • digital wallets;

  • accelerated checkout services; and

  • other payment options displayed at checkout.

Payment services may be provided by independent third-party payment providers.

Where you use one of those services, additional terms and privacy information from the relevant provider may apply.

You confirm that you are authorised to use the payment method submitted with your order.

Payment Authorisation

Your payment provider may authorise or reserve funds when you place an order.

The precise timing of a charge depends on the payment method and provider used.

If an order is declined or cancelled before acceptance, any payment that has actually been collected will be refunded as appropriate.

Temporary authorisation holds may be controlled by your bank or payment provider and may take additional time to disappear.

Discount Codes & Promotions

From time to time, Solenne may offer:

  • discount codes;

  • introductory offers;

  • promotional prices;

  • gifts with purchase;

  • free delivery promotions; or

  • other promotional offers.

Each promotion may have its own conditions, such as:

  • validity dates;

  • eligible products;

  • minimum spend;

  • geographic limitations;

  • usage limits; or

  • restrictions on combining offers.

These conditions will be made available with the relevant promotion where applicable.

Unless expressly stated otherwise, promotional codes cannot normally be combined.

We may withdraw or change a promotion prospectively.

Doing so will not remove rights relating to orders that have already been validly accepted under that promotion.

Misuse of Promotions

Promotions are intended to be used fairly and in accordance with their stated conditions.

We may refuse or cancel the use of a promotion before an order is accepted where we reasonably believe that there has been:

  • fraud;

  • deliberate manipulation;

  • unauthorised duplication;

  • use contrary to clearly disclosed promotional conditions; or

  • another genuine abuse of the promotion.

We will not use this provision arbitrarily to remove a valid discount from an order that has already been accepted.

Delivery

Available delivery methods, estimated delivery timeframes and charges will be displayed as appropriate during the purchasing process.

Unless a different delivery period has been agreed, goods will be delivered without undue delay and within the period required by applicable UK consumer law.

Delivery estimates are not guaranteed delivery appointments unless we expressly state that a particular delivery date is guaranteed or has been agreed as essential.

For complete information, please read our Shipping & Delivery Policy.

Risk During Delivery

Where Solenne arranges delivery, the goods remain at our risk until they come into the physical possession of:

  • you; or

  • another person whom you have identified to receive them on your behalf.

We do not transfer responsibility for your parcel to you merely because it has been handed to our chosen courier.

Different rules may apply where you independently commission a carrier that was not offered or arranged by us, as provided by applicable law.

Delivery Delays

If delivery is delayed, the rights available to you will depend on the circumstances.

Where delivery by a particular date was expressly agreed as essential, or the circumstances made it clear that delivery by that date was essential, additional statutory rights may apply.

Otherwise, you may be entitled to require delivery within an appropriate additional period and, if delivery still does not take place, to end the contract in accordance with applicable law.

Please see our Shipping & Delivery Policy for further information.

Cancelling an Online Purchase

Consumers purchasing online will normally have a statutory right to cancel an eligible purchase without giving a reason.

For most eligible goods, this cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the goods.

Exceptions may apply to certain products.

Please read our Returns & Refunds Policy for full information about:

  • how to cancel;

  • return deadlines;

  • return postage;

  • refunds;

  • hygiene-related exceptions; and

  • faulty products.

Nothing in these Terms reduces any statutory cancellation right available to you.

Haircare, Cosmetic & Hygiene Products

Certain Solenne products may be supplied with protective or hygiene seals.

Where permitted by applicable UK consumer law, the statutory change-of-mind cancellation right may cease to apply to sealed goods that:

  1. are not suitable for return for genuine health protection or hygiene reasons; and

  2. have been unsealed after delivery.

We will only rely on this exception where it genuinely applies to the particular product.

It does not mean that every opened cosmetic automatically loses all consumer protection.

In particular, opening a product does not remove your statutory rights if the product is faulty, damaged, unsafe, misdescribed or otherwise does not conform to the contract.

Please see our Returns & Refunds Policy.

Faulty or Non-Conforming Products

Products supplied by Solenne must meet the standards required by applicable consumer law.

Among other requirements, goods must be:

  • of satisfactory quality;

  • fit for their intended or agreed purpose; and

  • as described.

If a product does not conform to the contract, you may have statutory remedies including, depending on the circumstances:

  • the short-term right to reject;

  • repair;

  • replacement;

  • price reduction; or

  • a final right to reject.

These rights are separate from your right to change your mind about an online purchase.

Nothing in these Terms restricts those rights.

Returns & Refunds

Returns and refunds are governed by our Returns & Refunds Policy together with your statutory rights.

Depending on the reason for the return, different rules may apply to:

  • return postage;

  • refund timing;

  • original delivery charges;

  • opened products;

  • faulty products;

  • damaged products; and

  • incorrect products.

Our Returns & Refunds Policy forms part of these Terms.

Refund Method

Where you are legally entitled to a monetary refund, we will normally refund the payment to the original payment method unless another method is expressly agreed and permitted by law.

Where you are legally entitled to money back, we will not force you to accept store credit or a voucher instead.

Any statutory refund will be processed within the timeframe required by applicable law.

Your bank or payment provider may require additional processing time after we issue the refund.

Your Responsibility for Product Use

Please use Solenne products in accordance with the directions, warnings and intended use displayed on the packaging or otherwise provided with the product.

You should not knowingly use a product in a way that is unsafe or clearly inconsistent with its instructions.

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

Nothing in this section excludes liability that cannot lawfully be excluded, including liability relating to defective or unsafe products.

Customer Accounts

If our website allows you to create an account, you are responsible for:

  • providing accurate information;

  • keeping your login credentials confidential; and

  • taking reasonable steps to prevent unauthorised access.

Please contact us if you believe that someone has accessed your account without permission.

We may temporarily restrict access where reasonably necessary to protect the account, our systems or other customers.

Reviews & Customer Content

Where our website allows customers to submit reviews, photographs, comments or other content, submissions must reflect genuine experiences and must not:

  • be knowingly false or misleading;

  • impersonate another person;

  • contain unlawful, abusive or discriminatory content;

  • infringe another person's intellectual property or privacy rights;

  • contain malicious software;

  • constitute spam; or

  • otherwise violate applicable law.

We will not require a customer to submit a falsely positive review.

We may moderate or remove content where we reasonably believe it violates these standards or applicable law.

We will not remove a genuine review solely because it expresses a negative opinion about Solenne or one of our products.

Permission to Use Submitted Content

If you voluntarily submit content for publication on our website — such as a product review or photograph — you give us a non-exclusive, royalty-free permission to host, reproduce and display that content for the reasonable purposes for which it was submitted and for operating or promoting Solenne.

You retain ownership of your original content.

Where appropriate, you may contact us about removal of content you have submitted.

Our ability to remove information may be subject to legal obligations, technical limitations or information that has already been lawfully incorporated into other material.

Intellectual Property

Unless otherwise stated, the content available through the Solenne website is owned by or licensed to Solenne.

This may include:

  • the Solenne name;

  • logos;

  • branding;

  • product photography;

  • graphics;

  • website design;

  • written content;

  • product descriptions;

  • videos; and

  • other creative materials.

Our website content is protected by applicable intellectual property laws.

You may access and use the website for your own personal, non-commercial use.

You must not reproduce, distribute, sell, commercially exploit or substantially copy protected Solenne material without permission, except where the law otherwise permits.

Trade Marks

The Solenne name, logo and other brand identifiers may be protected as trade marks or other intellectual property.

Nothing in these Terms gives you a right to use our branding in a way that suggests affiliation, endorsement or authorisation where none exists.

Third-Party Links & Services

Our website may contain links to websites, payment services, social networks or other services operated independently by third parties.

A link does not necessarily mean that Solenne controls or endorses the third party.

Where you leave our website and interact with another organisation, its own terms and privacy practices may apply.

Nothing in this section affects any responsibility Solenne has for third parties acting on our behalf in connection with your order.

Website Availability

We aim to keep our website available and functioning properly.

However, we cannot guarantee uninterrupted access at all times.

We may temporarily suspend or restrict parts of the website for reasons such as:

  • maintenance;

  • technical problems;

  • security;

  • updates; or

  • circumstances outside our reasonable control.

Where possible, we will seek to minimise disruption.

Temporary website unavailability does not remove any rights you already have under an existing order or contract.

Events Outside Our Reasonable Control

Occasionally, our ability to perform certain obligations may be affected by circumstances outside our reasonable control.

These may include events such as:

  • severe weather;

  • natural disasters;

  • widespread transport disruption;

  • industrial action;

  • major network or infrastructure failure;

  • government restrictions; or

  • other exceptional circumstances that we could not reasonably prevent.

Where this happens, we will take reasonable steps to minimise the effect of the disruption and resume performance where possible.

This section does not remove statutory rights you may have, including rights relating to delayed or failed delivery.

Our Responsibility to You

We are responsible for loss or damage you suffer where it is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill where applicable.

Loss or damage is foreseeable if it was an obvious consequence of our breach or if both you and we knew that it might happen when the contract was formed.

We do not seek to exclude or restrict liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or restricts liability for:

  • death or personal injury caused by negligence;

  • fraud or fraudulent misrepresentation;

  • defective products where liability cannot lawfully be excluded;

  • goods that are not of satisfactory quality, fit for purpose or as described;

  • goods that we do not have the right to supply; or

  • any other matter for which liability cannot lawfully be excluded or restricted.

Consumer Purchases & Business Losses

Our products offered through the consumer website are intended primarily for domestic and private use.

If you are purchasing as a consumer, we are not responsible for purely commercial losses such as:

  • loss of business;

  • loss of business opportunity;

  • loss of profit; or

  • business interruption,

where those losses arise from a use outside the consumer purpose for which the products were supplied and where excluding such loss is lawful.

This section does not affect losses that we are legally required to compensate.

Nothing Excludes Your Statutory Rights

Certain rights under UK consumer law cannot lawfully be excluded or restricted by contract.

Nothing in these Terms is intended to do so.

Where any provision of these Terms conflicts with a statutory consumer right that cannot legally be excluded, your statutory right will prevail.

Privacy

We process personal information in accordance with our Privacy Policy.

That policy explains matters including:

  • what information we collect;

  • why we use it;

  • lawful bases for processing;

  • service providers;

  • international transfers;

  • retention;

  • marketing;

  • security; and

  • your data protection rights.

Please read our Privacy Policy before providing personal information to us.

Cookies

Our website may use cookies and similar technologies.

Information about the technologies used, their purposes and your available choices can be found in our Cookie Policy and cookie preference controls.

Where consent is required by applicable law, relevant non-essential technologies will be handled through the appropriate consent mechanism.

Communications

When you place an order, we may send you service communications that are reasonably necessary to administer your purchase.

These may include:

  • order confirmations;

  • payment information;

  • dispatch confirmations;

  • delivery updates;

  • return information;

  • refund information;

  • security notices; and

  • communications relating to Customer Care.

These transactional communications are different from promotional marketing.

Marketing communications are handled in accordance with our Privacy Policy and applicable marketing law.

Changes to These Terms

We may update these Terms from time to time, for example to reflect:

  • changes in law;

  • changes to our business;

  • new website functionality;

  • changes to payment or delivery services; or

  • changes to our policies.

The version that applies to your purchase will normally be the version made available to you when the relevant contract was entered into.

We will not use a later change to these Terms to retrospectively remove material rights from an order that has already been accepted.

The latest version applicable to future use of the website will be displayed on this page together with its Last updated date.

If Part of These Terms Is Invalid

If a court or competent authority determines that part of these Terms is invalid, unlawful or unenforceable, the remaining provisions will continue to apply where they are capable of doing so.

This does not permit us to rewrite an unfair or prohibited term against a consumer.

No Waiver

If we do not immediately enforce a right under these Terms, that does not necessarily mean that we have permanently waived that right.

Similarly, a delay in enforcing a right does not remove any rights you have under applicable law.

Rights of Other People

Unless applicable law provides otherwise, the contract for your purchase is between you and Solenne.

A person who is not a party to that contract will not normally have a right to enforce these Terms.

This does not affect rights that another person may have independently under applicable law.

Complaints

If you are unhappy with a product, order or service, please contact us so that we can investigate.

Email: support@solennestore.site

When contacting us about an order, please include your order number wherever possible.

We will aim to deal with complaints fairly and within a reasonable period.

Complaining directly to us does not remove any right you may have to pursue another remedy available under applicable law.

Governing Law & Courts

These Terms and contracts between you and Solenne will be governed by the laws of [England and Wales / Scotland / Northern Ireland – select according to the legal entity], subject to any mandatory consumer protections that apply to you.

If you are a consumer living elsewhere in the United Kingdom, nothing in these Terms is intended to deprive you of mandatory protections available under the laws that apply to you.

Any dispute may be brought before the courts that have jurisdiction under applicable law.

We do not use this clause to prevent a consumer from bringing proceedings in a court that they are legally entitled to use.

Your Statutory Rights

Nothing in these Terms & Conditions excludes, restricts or replaces your rights under applicable UK consumer law.

Relevant legislation may include, among other laws:

Consumer Rights Act 2015

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

Digital Markets, Competition and Consumers Act 2024

together with other applicable consumer, ecommerce, privacy and product legislation.

If a provision in these Terms conflicts with a mandatory statutory right, the statutory right will prevail.

Solenne
Beautiful hair begins with beautiful care.