Política de reembolso
Return & Refund Policy
We want you to love your Solenne products. If something isn’t right, this policy explains how returns, exchanges and refunds work.
1. Order cancellation
Orders can be cancelled free of charge within 2 hours of purchase by emailing support@solennecosmetics.com with your order number. After that, your order may already be in preparation and can no longer be cancelled — you can still return it once received, according to the conditions below.
2. Return window
You have 30 days from the delivery date to request a return.
3. Return conditions
- Products must be unused, unopened and sealed, in their original packaging.
- For hygiene and safety reasons, cosmetics that have been opened, swatched or used cannot be returned, unless they arrived damaged or defective.
- Free gifts and items bought on final sale are not eligible for return.
4. How to request a return
- Email support@solennecosmetics.com with your order number, the item(s) you want to return and the reason.
- Our team will reply with the return address and instructions. Please do not send items back without contacting us first — unannounced parcels cannot be processed.
- Return shipping costs are the customer’s responsibility, unless the item was damaged, defective or incorrect.
5. Refunds
Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping fees are not refundable.
6. Damaged, defective or wrong items
If your order arrives damaged or you received the wrong item, contact us within 7 days of delivery with your order number and a photo. We will send a free replacement or a full refund — no return needed in most cases.
7. Exchanges (wrong shade)
Ordered the wrong shade? If the product is still sealed, we’ll happily exchange it. Contact us and we’ll help you pick the right tone.
Contact
Email: support@solennecosmetics.com
Hours: Monday to Friday — we reply within 24–48 hours.