Refund policy

Right of withdrawal

As a consumer in the European Union you may withdraw from your purchase within 14 days of receiving your order, without giving a reason. You then have another 14 days to send the item back.

To withdraw, email support@solenarion.com and tell us clearly that you are cancelling. This right applies to every item, including items bought on sale or with a discount code.

Our returns window

On top of your statutory right, we accept returns for 30 days from delivery. Items must be unworn, undamaged, and returned in their original packaging with any pouches, tags and certificates included.

How to return

  1. Email us with your order number and what you want to return.
  2. We reply with instructions and the return address.
  3. Send the item back within 14 days of contacting us.

Parcels returned without contacting us first cannot be processed. Use a tracked service — you carry the risk until the parcel reaches us.

Return shipping costs

You pay the cost of returning an item. We state this before purchase, as EU law requires. If an item arrives faulty, damaged or incorrect, we pay the return shipping.

What cannot be returned

  • Pierced earrings, for hygiene reasons, once the seal has been opened
  • Items engraved, resized or made to order for you
  • Gift cards

Sale and discounted items can be returned under the same conditions as everything else.

Refunds

We refund within 14 days of receiving your withdrawal notice, to your original payment method. We may wait until the item is back with us, or until you show proof of postage, whichever comes first.

Your refund includes the standard delivery cost you originally paid. If you chose express delivery, we refund the standard rate.

If an item has been handled more than needed to check its nature and characteristics, we may reduce the refund to reflect the loss in value.

Damaged, faulty or incorrect items

Check your order on arrival. Email us within 30 days with photos of the item and its packaging.

Independently of this policy, you have a two-year legal guarantee of conformity under EU law. If an item does not match its description or the quality you could reasonably expect, you are entitled to repair, replacement, a price reduction or a refund. Nothing here limits that right.

Exchanges

The fastest way to exchange is to return the original and place a new order.

Complaints

If we cannot resolve a complaint together, you may submit it to the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.