Terms of service

Last updated: 23 September 2026

1. Scope of These Terms

These Terms and Conditions govern your access to and use of the Solanay website at www.solanay.com and any purchase of products through it. They apply to browsing the site, creating an account, placing an order and any related communication with us.

The contract is formed between Solanay ("we", "us", "our"), the operator of this online store, and you, the customer ("you"). Where you are purchasing as a consumer, mandatory consumer protection rules that apply to you are not affected by these Terms.

To use this website and place an order you must be at least 18 years old, or have the consent of a parent or legal guardian, and be legally capable of entering into a binding contract. By placing an order you confirm that this is the case.

2. Products and Services

We sell jewellery and related accessories. Each product page describes the item, its key features and the options available.

Product images, styling photography and descriptions are provided for illustration and guidance only. Colours may appear differently depending on your screen, and the scale of a piece may look different when worn. Minor variations between the image and the item you receive do not make the product faulty.

All products are offered subject to availability. We may change or discontinue any product at any time. If an item becomes unavailable after you have ordered, we will contact you and offer an alternative, a partial fulfilment or a refund of the affected item.

3. Prices and Payment

Prices are shown on the product page in the currency displayed at checkout and include applicable taxes where indicated. Any taxes, duties or import charges that are not included will be shown before you confirm your order, or may be payable by you on delivery depending on your location.

Shipping charges, where they apply, are calculated and displayed at checkout before you confirm payment. The total amount payable, including products, taxes and shipping, is always shown on the final checkout screen.

We accept the payment methods displayed at checkout. Payment is taken at the time your order is placed, unless a deferred or instalment payment method is selected and separately agreed at checkout.

If a payment fails, is declined or is later reversed, we may suspend or cancel the order. We reserve the right to correct obvious pricing errors and will contact you before proceeding if a price was clearly incorrect.

4. Ordering Process

To place an order, add the items you want to your cart, proceed to checkout, provide the required delivery and payment details, review your order, and confirm it.

Your order is an offer to buy. We will send an acknowledgement email confirming that we have received it. The contract between us is formed when we send you an order confirmation accepting your order. An acknowledgement of receipt alone does not constitute acceptance.

We may refuse or cancel an order where the item is unavailable, where there has been an obvious pricing or description error, where payment cannot be taken, where we suspect fraud or misuse, or where we are unable to deliver to your address. If we cancel an order for which you have already paid, we will refund you in full.

5. Complaints and Warranty

If something is wrong with your order, contact us at support@solanay.com with your order number, a description of the issue and, where relevant, photographs. We aim to acknowledge complaints within 24 to 48 hours during our support hours and to resolve them as quickly as we reasonably can.

Products must match their description, be of satisfactory quality and be fit for their usual purpose. Where a product is defective or does not conform to the contract, you are entitled to the remedies available to you under the applicable consumer law.

Our standard resolution process is as follows: we will first assess the issue based on the information you provide; where the product is faulty we will offer a repair or a replacement; and where a repair or replacement is not possible, is disproportionate, or fails to resolve the issue, we will offer a refund of the affected item. Refunds are issued to the original payment method.

This warranty does not cover normal wear and tear, damage caused by accident, misuse, improper storage, exposure to chemicals, perfumes or water where the care instructions advise otherwise, or alterations made by a third party.

6. Right of Withdrawal

If you are purchasing as a consumer, you may have a statutory cooling-off period during which you can withdraw from the contract without giving a reason. Where such a right applies to you, the period is 14 days from the day on which you, or a carrier you nominated, receive the goods.

To exercise this right, notify us at support@solanay.com within the cooling-off period with a clear statement that you wish to withdraw, together with your order number. You must then return the goods to us without undue delay and within 14 days of notifying us.

Goods must be returned unused, in their original condition and packaging, with any tags and protective materials intact. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and characteristics of the item.

The right of withdrawal does not apply to goods that have been personalised, engraved or made to your specification, or to items that are unsuitable for return for hygiene reasons once unsealed, such as earrings for pierced ears.

Once we receive the returned goods, or proof that they have been sent, we will refund the amounts due without undue delay and within 14 days.

7. Your Obligations

You agree to provide accurate, current and complete information when creating an account or placing an order, including your name, delivery address, email address and payment details, and to keep that information up to date. We are not responsible for delays or failed deliveries caused by incorrect details you have supplied.

You agree to use this website lawfully and for its intended purpose. You must not attempt to gain unauthorised access to any part of the site, interfere with its operation or security, introduce malicious code, scrape or harvest data through automated means, or use the site in a way that disrupts other users.

Fraudulent activity, including the use of stolen payment details, deliberately false claims, or abuse of our returns or warranty processes, is prohibited. We may suspend accounts, cancel orders and take further action where we reasonably suspect such activity.

8. Intellectual Property

All content on this website, including text, product descriptions, photography, illustrations, graphics, page layout, design elements, the Solanay name and our logos, is owned by us or used under licence, and is protected by intellectual property laws.

You may view, download and print content from this site for your own personal, non-commercial use. Any other use, including copying, reproducing, republishing, distributing, modifying or using our content or branding for commercial purposes, requires our prior written permission.

Nothing on this site grants you any licence or right to use any trade mark, logo or brand name displayed on it.

9. Liability and Force Majeure

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded.

Subject to the above, and to the fullest extent permitted by law, our total liability arising out of or in connection with an order is limited to the amount you paid for the products concerned.

We are not liable for indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, loss of data or loss of anticipated savings, however arising.

We are not responsible for any failure or delay in performing our obligations where that failure or delay results from events beyond our reasonable control, including natural disasters, extreme weather, fire, flood, epidemic or pandemic, war, civil unrest, terrorism, strikes or industrial action, failure of public or private telecommunications networks, carrier or supplier failure, or acts of government. Where such an event occurs, we will notify you and our obligations will be suspended for the duration of the event. If it continues for more than 30 days, either party may cancel the affected order and we will refund any amounts paid for undelivered goods.

10. Governing Law and Dispute Resolution

These Terms and any contract formed under them are governed by the laws of the Hong Kong Special Administrative Region, without regard to its conflict of law rules. If you are a consumer resident elsewhere, you continue to benefit from any mandatory protections available to you under the law of your country of residence.

If a dispute arises, we ask that you first contact us at support@solanay.com so that we can try to resolve the matter directly. Most issues can be settled quickly this way.

If we cannot resolve the matter through discussion, the parties may agree to refer the dispute to mediation or another form of alternative dispute resolution before commencing proceedings.

Failing resolution, the courts of the Hong Kong Special Administrative Region shall have jurisdiction over any dispute arising out of or in connection with these Terms, save that a consumer may also bring proceedings in the courts of their place of residence where the applicable law gives them that right.

11. Data Protection

We process personal data in accordance with our Privacy Policy, which explains what information we collect, how we use it, who we share it with, how long we keep it and what rights you have in relation to it. Our Privacy Policy forms part of these Terms and should be read alongside them.

12. Changes to These Terms

We may update these Terms from time to time to reflect changes in our products, our business practices or the law. The version in force at the time you place an order is the version that applies to that order.

When we make changes, we will publish the updated Terms on this page and revise the "Last updated" date at the top. Where the changes are significant, we will take reasonable steps to notify customers, for example by email or by a notice on the website.

13. Contact

Questions about these Terms 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.