Return & Refund Policy

Return & Refund Policy

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We want you to love your purchase from Solora Shop. If you’re not completely satisfied, you may return your order within 14 days of delivery.

1. Eligibility

To be eligible for a return:

  • The item must be unused and in its original packaging.
  • You must provide proof of purchase (order number or confirmation email).
  • Returns must be requested within 14 days after the item has been delivered.

2. Return Process

To start a return, please contact support@solora-shop.com with your order details and reason for return. Our support team will provide instructions and the return address.

Please note:

  • Customers are responsible for the cost of return shipping.
  • We recommend using a trackable and insured shipping method, as we cannot guarantee receipt of returned items without tracking.
  • If the item arrived damaged or defective, Solora Shop will cover the return shipping cost.

Please note: The right to return or receive a refund does not apply to the following types of goods, for hygiene and safety reasons:

  • Oils and liquid skincare products that are sealed and therefore unsuitable for return once opened. Once the seal has been removed, the product can no longer be refunded or exchanged, as contact with skin, air, or applicators affects product integrity and hygiene.
  • Hair styling tools (e.g. straighteners, hair dryers, curlers, or brush attachments) that come into direct contact with hair or skin. Even after a single use, small particles or residues may remain, making hygienic resale impossible.
  • Bundle products (e.g. cleansing oil + exfoliating serum) can only be refunded if the entire bundle is returned unopened, complete, and sealed. If any part of the bundle is opened or used, the money-back guarantee is void.

Important: If a product has been opened or used and is still returned, no refund will be issued. Instead, a store credit (gift voucher) equal to the product value will be provide

3. Refunds

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Shipping costs from the original order are non-refundable.

4. Exchanges

We currently do not offer direct exchanges. If you’d like a different product, please return your item for a refund and place a new order.

5. Damaged or Defective Items

If your item arrives damaged, please email support@solora-shop.com with photos within 7 days of delivery. We’ll replace or refund the product at no additional cost.