Return and refund policy
Refund policy
REFUND & RETURNS POLICY
Last Updated: 04/10/2026
1. OVERVIEW
Solleh offers a 90-day money-back guarantee (return required) for select products. This policy outlines the conditions, process, limitations, and exclusions of our return and refund program.
All purchases made through solleh.com are subject to the terms outlined below.
2. RETURN ELIGIBILITY
2.1 ELIGIBLE FOR RETURN
The following may be eligible for return due to dissatisfaction, subject to the conditions in this policy:
• Products purchased directly from solleh.com
• SilkGlisse Pro within 90 days of delivery
• Other Solleh items within 30 days of delivery
• Orders with valid proof of purchase (order number)
Approval is not guaranteed and is granted at Solleh’s discretion.
2.2 NOT ELIGIBLE FOR RETURN OR REFUND
The following are not eligible for return or refund:
• Products purchased from unauthorized retailers
• Opened or used products (except under the 90-day money-back guarantee for dissatisfaction)
• Products without original packaging
• Gift cards or store credit
• Free samples or promotional items
• Bulk, wholesale, or commercial orders
• Products marked as Final Sale
• Subscription charges that have already been processed
Solleh reserves the right to refuse any return that does not meet these requirements.
3. RETURN PROCESS
STEP 1: CONTACT US
Email contact.solleh@gmail.com with:
• Your order number
• Reason for return
• Photos (only if requested)
STEP 2: RECEIVE INSTRUCTIONS
If approved, we will email return instructions within 24–48 hours, including:
• Return address
• Packaging requirements
• Any required documentation
Returns sent without prior approval may be refused.
STEP 3: SHIP YOUR RETURN
• Customers are responsible for all return shipping costs
• Include your order number inside the package
• We recommend using trackable shipping
• Ship only to the address provided by Solleh
STEP 4: PROCESSING
• Returns are processed within 5–7 business days of receipt
• Refunds are issued to the original payment method
• Refunds may take 5–10 business days to appear
4. REFUND AMOUNTS
4.1 STANDARD RETURNS (DISSATISFACTION ONLY)
Once approved and processed:
• Refunds apply to the product price only
• Original shipping costs are non-refundable
• Return shipping costs are not refunded
4.2 PARTIAL OR DENIED REFUNDS
Solleh may deny refunds due to:
• Missing or damaged packaging
• Evidence of misuse or excessive wear
• Abuse of return privileges
All refund decisions are made at Solleh’s discretion.
5. SPECIAL CIRCUMSTANCES
5.1 DAMAGED OR DEFECTIVE PRODUCTS
• Must be reported within 48 hours of delivery
• Clear photo or video proof is required
Damaged or defective products are eligible for replacement only. Refunds are not provided for defective or damaged items.
Issues reported after 48 hours cannot be treated as defective-on-arrival claims.
5.2 LOST OR STOLEN PACKAGES
• Orders marked as delivered are not our responsibility
• For packages lost in transit, we will assist with the carrier
• Secure delivery locations are recommended
5.3 INTERNATIONAL RETURNS
• Customers are responsible for all return shipping and customs fees
• Duties and taxes are non-refundable
• International returns may take 15–30 days to process
5.4 SUBSCRIPTION PURCHASES
• Active subscriptions must be canceled before billing
• Subscription charges are non-refundable once processed
• Used subscription products are not eligible for return
Returns do not reverse subscription billing already charged.
6. RETURN ABUSE PREVENTION
Solleh monitors return activity and reserves the right to:
• Refuse returns showing abuse patterns
• Limit the number of returns per customer
• Deny future refund requests
• Cancel subscriptions or accounts associated with fraudulent behavior
7. REGIONAL EXCEPTIONS
7.1 EUROPEAN UNION CUSTOMERS
EU customers have a 14-day withdrawal right for unopened products, in accordance with EU consumer protection laws.
7.2 UNITED KINGDOM CUSTOMERS
UK customers are protected under the Consumer Rights Act 2015.
7.3 AUSTRALIAN CUSTOMERS
Nothing in this policy limits rights under the Australian Consumer Law.
8. WARRANTY & RESULTS DISCLAIMER
Solleh products are cosmetic and personal-care products.
Individual results may vary.
9. LIMITATION OF LIABILITY
Solleh’s liability is limited to the purchase price of the product.
We do not cover indirect, incidental, or consequential damages.
10. CONTACT INFORMATION
For return or refund assistance:
Email: contact.solleh@gmail.com
Response Time: 24–48 hours
Please include your order number in all communications.
11. POLICY CHANGES
Solleh reserves the right to update this policy at any time.
Changes take effect immediately upon posting.
12. DISPUTE RESOLUTION
All disputes related to returns or refunds are governed by Solleh’s Terms of Service, including applicable arbitration provisions for UK customers.