Refund Policy

Thank you for shopping at solinel. We want you to love every purchase. If something isn't right, you have 30 days from the date you receive your order to request a return or exchange.

Return Conditions (Eligibility)

To qualify, items must meet all of the following:

Unused, unswatched, and in their original, resalable condition.
Returned with all original packaging, boxes, seal stickers, labels and included free gifts intact.
Return requested within the 30-day window, with your order number and proof of purchase (order confirmation email or order screenshot).

Returns may be rejected if the cosmetic product shows signs of swatching, use, broken seal, or if the original packaging is damaged or incomplete.

Non-Returnable Items

The following items cannot be returned:

Custom-made or personalised goods.
Hygiene-sensitive cosmetic items: Any opened, swatched or unsealed makeup products for safety and health reasons.
Clearance and final-sale products (marked as such at checkout).
Items damaged due to customer misuse, improper storage or self-modification.

How to Submit a Return or Exchange

Email our customer-support team at service@solinel.com within the 30-day window. Include your order number, clear photos of the product, packaging and seal status, and a brief reason for the return.

Our team will review your request and, if approved, send you a Return Authorisation along with our designated return address. Do not ship anything back before receiving written approval — unauthorised returns may not be accepted or processed.

Repack the items securely, follow our shipping instructions, and send to the provided address. We will inspect your returned goods within 3–5 business days after we receive your package, then notify you of the inspection result and proceed with your refund or exchange.

Return-Shipping Costs — Who Pays?

Change-of-mind returns (buyer's choice): You are responsible for the return-shipping costs. The original outbound shipping fee is non-refundable.

Defective, damaged-on-arrival or incorrectly shipped orders (our fault): We (solinel, operated by Zhaoqing Sakang Trading Co., Ltd.) will cover the eligible return-shipping costs. Please provide photo evidence of the defect, damage or wrong item.

Refund Timeline

Once your returned item passes inspection and your refund is approved, the amount will be credited back to your original payment method.

Refund to your original payment method will be initiated within 2 business days after inspection approval. Please allow 5–10 business days for your financial institution to process and post the refund. Processing delays from payment providers are beyond our control.

Order Cancellation

Orders can be cancelled for a full refund before dispatch. Once shipped, cancellation is no longer available — you may then start a return after receiving the package, per this policy.

Important Notes

This policy fully applies to the 30-day return commitment. All restrictions and exceptions for returns are clearly stated within this document. No hidden limits will be applied during the return handling process.

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