Overview

Our refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To complete your return, we require a receipt or proof of purchase. Please note that we do not offer free returns; charges apply.

Non-returnable items:

• Health and beauty products (due to hygiene reasons)

Please carefully consider your purchase of these products.

Return Conditions

If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt, provided they meet the following conditions:

1. The order must still contain all the appropriate parts and components, and the packaging must be in the same condition as when the product was received.
2. Normal handling of the product is evident; breakage due to careless handling is excluded.
3. Products for which hygiene is important must be thoroughly cleaned before the return process begins.
4. The product must be found to be defective immediately upon receipt.
5. We are entitled to charge the customer for shipping costs.
6. A return will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How to Initiate a Return

If your order meets the above conditions, you will need to do the following to initiate the returns process:

1. Send an email to: info@solenne-vancouver.com
2. Ensure the email contains the following:
   
   Order number
   Reason for the return request
   Photo of the product in case of breakage
   First name and last name of the customer
   Address of the customer
   
   

We will then respond with the return address. Never send the return to the sender; we will provide you with the correct address after you contact us. You, the customer, are responsible for the shipping costs of returning the product.

Cancellation Policy

A. Cancellation Conditions

Right of Cancellation: The cancellation period is 14 days from the day on which you or a third party named by you who is not the carrier has received or accepted the last goods.

As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible until you have received the goods.

To exercise your right of withdrawal, you must inform us (Solenne Vancouver) by means of a clear declaration (e.g., by e-mail) of your decision to withdraw from this contract. The revocation is completed when we have received the goods. The cost of returning the goods shall be borne by the buyer.

Record for Shipments in Transit

As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can inform us in advance about your cancellation.

In order to guarantee you the fastest possible return, we ask you to send us a shipping confirmation.

Consequences of Withdrawal

If you withdraw from this contract, we must refund all payments we have received from you, with the exception of delivery costs (including additional costs resulting from your choice of a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days of the day on which we receive notification of your withdrawal from this contract and receipt of the goods. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment.

All returns will be sent at the customer's expense.

If you have any questions about our refund policy, please contact us at info@solenne-vancouver.com.