Refund policy

Solleen – Return & Refund Policy

1. General Information

This Return & Refund Policy applies to all purchases made through the Solleen website. By placing an order with us, the customer agrees to the terms below.

Company: Solleen
Tax ID (CPF): 428.356.468-09
Support Contact: service@solleen.com

2. Order Processing & Shipping Time

  • Average dispatch time: up to 5 business days after payment confirmation.

  • Estimated delivery time: 15 to 25 business days depending on the destination country, including the United Kingdom.

  • Customers will receive a confirmation email once the order has been shipped.

Processing and shipping times may be affected by customs inspections, logistic delays, or unforeseen external factors. We are not responsible for such delays.

3. Return Eligibility

Returns are accepted only under the following conditions:

  1. The product arrives damaged, defective, or different from what was ordered.

  2. The customer requests a return within 7 days of delivery.

  3. The item must be unused, in original condition, and with original packaging whenever possible.

Products that show signs of use or improper handling are not eligible for return or refund.

4. Return Procedure

To request a return, the customer must contact us via email:

📩 service@solleen.com

The email must include:

  • Order number

  • Full name

  • Proof of purchase

  • Clear photos or videos showing the defect or issue

Once the request is reviewed, instructions for returning the item will be provided. The customer is responsible for return shipping costs unless the product is proven faulty or incorrect.

5. Refund Policy

Refunds are issued only after we receive and inspect the returned item. Once approved, the refund will be processed to the original payment method within 7 to 14 business days.

Refunds are not granted in cases where:

  • The customer provided incorrect delivery information.

  • The product did not arrive due to courier or customs refusal.

  • The customer changed their mind after purchase.

  • Shipping times fell within the stated estimated delivery window (15–25 business days).

6. Customer Support Response Time

All customer support inquiries must be sent exclusively to:
📩 service@solleen.com

Our response time is up to 3 business days, and all communication is conducted entirely via email.

7. Non-Refundable Items

The following items cannot be returned or refunded:

  • Clearance or promotional items

  • Items lost or delayed due to incorrect shipping information provided by the customer

  • Products that have been used, altered, or damaged by the customer

8. Policy Updates

Solleen reserves the right to update or change this Return & Refund Policy at any time. Changes will be effective immediately upon being posted on our website.