Return & Refund Policy

Last updated: 23 September 2026

We want you to love every Solanay piece you receive. If something isn't right, this policy explains what we can do and how to get it sorted.

1. Returns

If you received the wrong item

If the item you received is not the item you ordered, contact us at support@solanay.com within 7 days of delivery with your order number and a photo of the item you received. We will send the correct item at no extra cost and provide a prepaid return label for the incorrect one. If the correct item is no longer available, we will issue a full refund, including the original shipping charge.

If you changed your mind

You may return eligible items for any reason within 14 days after delivery. Items must meet the return conditions set out below. For change-of-mind returns, the return shipping cost shall be borne by the buyer, and the original shipping fee is non-refundable. Once we receive and inspect the returned item, the product price will be refunded to your original payment method.

2. Refunds

If your parcel is lost

A parcel is treated as lost if tracking shows no movement for 15 consecutive business days, or it has not arrived within 15 business days after the end of the estimated delivery window in our Shipping Policy. Contact us and we will open an investigation with the carrier. Once the loss is confirmed, you can choose a free replacement or a full refund, including shipping.

We cannot refund parcels marked as delivered by the carrier and later taken from the delivery location, or parcels sent to an incorrect address provided at checkout.

If your item arrived damaged or faulty

If your item arrives damaged or develops a manufacturing fault, contact us within 7 days of delivery for transit damage, or within 7 days of delivery for a manufacturing fault. Include your order number and clear photos of the item and packaging. We will offer a replacement or a full refund, including shipping. In most damage cases you will not need to send the item back; if we do need it, we will provide a prepaid label.

Damage caused by normal wear, accidents, misuse, or contact with water, perfume, lotions or chemicals against our care guidance is not covered.

Refund timing

Approved refunds are processed within 5 business days of approval to the original payment method. Depending on your bank or card provider, it may take a further 5 to 10 business days to appear on your statement.

3. Exchanges

If you would like a different size, colour or style of an item you purchased, you can request an exchange within 14 days of delivery. The original item must meet the return conditions below.

Exchanges are subject to stock availability. If the replacement item is more expensive, you will need to pay the price difference; if it is cheaper, we will refund the difference. For change-of-mind exchanges, return shipping is at the buyer’s expense. Exchanges for wrong or faulty items are completely free of charge.

4. Return Conditions

To be eligible for a return or exchange, the item must:

  • Be returned within the applicable time period stated above
  • Be unworn, unused and in its original condition
  • Be returned in its original packaging, with all tags, pouches, boxes and protective materials
  • Show no signs of wear, scratches, bending, alteration or resizing
  • Be accompanied by your order number or proof of purchase

Items that do not meet these conditions may be refused, or the refund may be reduced to reflect any loss in value.

5. Non-Returnable Items

For hygiene and customisation reasons, the following cannot be returned or exchanged unless they arrive wrong, damaged or faulty:

  • Earrings for pierced ears, once removed from their sealed packaging
  • Personalised, engraved or made-to-order items
  • Items purchased as final sale, where clearly marked at the time of purchase
  • Gift cards
  • Items that have been worn, altered, resized or damaged after delivery

6. How to Return an Item

  1. Contact us. Email support@solanay.com with your order number, the item(s) you want to return or exchange, and the reason. For wrong, damaged or faulty items, attach photos.
  2. Receive your return approval. We will reply within 24 to 48 hours with a return authorisation and the return address. Please do not send items back without approval, as unauthorised returns may not be processed.
  3. Pack your item securely. Place the item in its original packaging, include a note with your order number, and pack it so it is protected in transit.
  4. Ship it back. Use a tracked shipping service and keep your tracking number. For wrong or faulty items, use the prepaid label we provide.
  5. Inspection and outcome. Once we receive your return, we inspect it within 3 business days and email you to confirm your refund or dispatch your exchange.

We are not responsible for returns lost in transit when sent without tracking, so we strongly recommend a tracked service.

7. Contact

Questions about returns, refunds or exchanges can be sent to support@solanay.com. Our support hours are Monday to Friday, 9:00 AM to 6:00 PM, and we aim to reply within 24 to 48 hours.