Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at info@soolena.co.uk. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return postage
Unless the item is faulty, damaged or not what you ordered, the cost of returning the item is paid by the customer. If the item is faulty, damaged or wrong, we will cover the return postage.

Damages and issues
Please inspect your order on arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
For hygiene reasons, opened beauty and personal care products can only be returned if they are faulty. We also do not accept returns for hazardous materials, flammable liquids or gases, or custom and personalised items. Please get in touch if you have questions about your specific item.

Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

UK 14-day cancellation period
Under UK consumer law, you have the right to cancel your order within 14 days of receiving it, for any reason and without giving a justification. The item must be returned in the condition you received it, unused and in its original packaging, with proof of purchase.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be refunded on your original payment method within 14 days. Please remember it can take some time for your bank or card issuer to process and post the refund. If more than 15 working days have passed since we approved your return, please contact us at info@soolena.co.uk.

This policy does not affect your statutory rights.