Política de reembolso
SOLENNE — Return & Refund Policy
Last updated: August 17, 2026
At SOLENNE, every piece is thoughtfully selected to bring warmth, balance, and calm into your home. We want you to feel confident in every purchase.
If something is not right with your order, please review the policy below or contact our Customer Care team at solenne.calmliving@gmail.com.
30-Day Refund Policy
We accept eligible refund requests submitted within 30 days from the delivery of the last item in your order.
To request a refund, please contact us or submit a request through your customer account, where available.
All requests are reviewed individually in accordance with this policy and applicable consumer protection laws.
No Physical Return Required
At this time, SOLENNE does not require customers to physically return approved products unless we specifically provide written return instructions.
If your refund request is approved and SOLENNE does not request a physical return, you may keep, donate, recycle, or responsibly dispose of the product.
Do not send products to SOLENNE's registered or business address.
Our registered business address is not a product return facility and cannot accept customer returns.
SOLENNE works with international fulfillment and logistics partners. If a physical return is required in a particular case, our Customer Care team will provide the appropriate return instructions and destination in writing before anything is shipped.
Products sent to an unauthorized address may not be received or processed.
How to Request a Refund
To request a refund, please contact:
Please provide:
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Your full name;
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Your order number;
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The product concerned;
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The reason for your request;
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Clear photographs or video when relevant.
For damaged, defective, incorrect, or incomplete items, photographic or video evidence may be required so that we can review the issue.
Please do not send the product anywhere unless SOLENNE specifically instructs you to do so.
Refund Amount
For approved requests under SOLENNE's voluntary 30-day policy, the refund will generally cover only the amount actually paid for the eligible product.
Unless otherwise required by applicable law, the following are not included in the refund:
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Original shipping or delivery charges;
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Expedited or premium shipping charges;
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Customs duties;
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Import taxes or fees;
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Carrier handling charges; and
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Other third-party shipping or delivery-related charges.
If a discount was applied to your purchase, the refund will be based on the actual amount paid for the product after discounts, not the product's original retail price.
For example, if a product was originally priced at $60 but you paid $50 after a discount, the refundable product amount would be $50.
If your order included free shipping, there is no original shipping charge to refund.
Where applicable consumer law requires SOLENNE to refund additional amounts, including eligible delivery charges, those mandatory legal requirements will apply.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible, preferably within 7 days of delivery, at:
Please provide:
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Your order number;
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A description of the issue;
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Clear photographs or video of the product;
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Photographs of the packaging;
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A photograph of the shipping label, where applicable.
Please keep the product and its packaging until your request has been reviewed.
After reviewing the request, SOLENNE may provide an appropriate resolution, including:
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A replacement;
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A full refund of the eligible product price;
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A partial refund; or
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Another appropriate resolution.
Unless SOLENNE specifically instructs you otherwise, you will not be required to ship the damaged, defective, or incorrect item back to us.
Any mandatory rights or remedies available under applicable consumer law remain unaffected.
Change-of-Mind Requests
Eligible change-of-mind refund requests may be submitted within the applicable 30-day period.
Examples include situations where:
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You change your mind about the purchase;
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You no longer wish to keep the product;
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The item does not suit your intended space or personal preference.
SOLENNE will review the request and notify you whether it has been approved.
For approved requests under our voluntary policy, SOLENNE currently does not require a physical return unless specifically stated otherwise in writing.
The refund will generally be limited to the amount actually paid for the eligible product, excluding shipping and other non-refundable charges, unless applicable law provides otherwise.
Conditions for Voluntary Refunds
For a voluntary refund request to be eligible, SOLENNE may require confirmation that the product:
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Has not been intentionally damaged or altered;
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Has not been misused;
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Was purchased directly from the official SOLENNE store;
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Falls within the applicable refund request period; and
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Is not excluded from the voluntary refund policy.
SOLENNE reserves the right to reject fraudulent, abusive, duplicate, or otherwise improper refund requests, subject to applicable consumer protection law.
Non-Refundable Items
Unless otherwise required by applicable law, the following may not qualify for voluntary refunds:
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Gift cards, where offered;
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Products clearly marked as Final Sale;
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Custom or personalized products, where offered;
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Complimentary or promotional gifts provided at no additional cost;
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Products for which fraudulent or abusive refund activity is reasonably identified.
Opened consumable products, including incense, fragrance, or similar items, may also be excluded from voluntary refund eligibility where appropriate for health, hygiene, or safety reasons.
Mandatory consumer rights remain unaffected.
Exchanges
SOLENNE does not currently offer direct exchanges.
If you would like a different product, color, size, or variant, please contact our Customer Care team.
Depending on the circumstances, we may issue an eligible refund and you may place a new order for your preferred product.
Refund Processing
Once your request has been reviewed, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method used for the purchase.
After SOLENNE processes the refund, your bank, credit card issuer, or payment provider may require additional time before the funds appear in your account.
Processing times imposed by financial institutions or payment providers are outside SOLENNE's control.
Partial Refunds
Depending on the circumstances, SOLENNE may offer a partial refund where appropriate, including where a product has a minor issue that does not prevent its intended use and the customer agrees to the proposed resolution.
A partial refund will only be issued after the resolution has been communicated to the customer.
Nothing in this section limits any mandatory remedy available under applicable consumer law.
Order Cancellations
Cancellation requests may be submitted until the item has been fulfilled.
If you wish to cancel or modify an order, please submit a cancellation request through your customer account, where available, or contact us as soon as possible at:
We will make reasonable efforts to accommodate your request.
Once fulfillment has begun or an item has already been fulfilled, cancellation may no longer be possible. You may instead submit an eligible refund request after delivery.
Nothing in this section limits cancellation or withdrawal rights provided by applicable law.
European Union and EEA Customers
If you are a consumer located in the European Union or European Economic Area, you may have additional statutory consumer rights, including the right to withdraw from an eligible distance purchase within 14 days after receiving the goods, without providing a reason.
Where an order contains multiple items delivered separately, the applicable statutory withdrawal period may begin when the last item is delivered.
These statutory rights apply independently from SOLENNE's voluntary 30-day refund policy.
Customers may exercise applicable withdrawal rights electronically through the return or cancellation functionality available through our store or by contacting:
Where applicable law requires reimbursement of the price paid and eligible standard delivery charges following a statutory withdrawal, SOLENNE will provide the refund required by law.
Additional costs resulting from a customer's choice of a delivery method more expensive than the standard delivery option offered by SOLENNE may not be refundable where permitted by law.
Under SOLENNE's current return process, customers are not required to physically return products unless SOLENNE specifically provides return instructions in writing.
Nothing in this policy is intended to exclude, restrict, or waive statutory consumer rights that cannot legally be excluded, restricted, or waived.
Consumer Rights
SOLENNE's voluntary refund policy complements, and does not replace, mandatory consumer protection laws.
Nothing in this policy excludes, restricts, or modifies any statutory warranty, consumer guarantee, withdrawal right, refund entitlement, or other remedy that cannot lawfully be excluded.
Where mandatory consumer protection laws provide rights that are more favorable than this policy, those rights will apply.
Contact Us
For questions regarding refunds, cancellations, damaged products, or an existing order, please contact:
SOLENNE Customer Care
SOLENNE LLC
Email: solenne.calmliving@gmail.com
Please include your order number whenever contacting us regarding an existing purchase.
SOLENNE
Designed for Calm Living.