Refund policy

Return Policy – Pure By Solanne

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • In the same condition that you received it

  • Unused, with tags/labels, and in its original packaging

  • Accompanied by the receipt or proof of purchase

To start a return, contact us at contactus@purebysolanne.com. If your return is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package.

⚠️ Items sent back without first requesting a return will not be accepted.

You can always reach us for any return questions at contactus@purebysolanne.com.

Damages and Issues
Please inspect your order upon receiving it. If the item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.

Exchanges
The quickest way to get the item you want is to return the item you have. Once the return is accepted, you can make a new purchase for the desired item.

Refunds
Once we receive and inspect your return, we’ll notify you of the approval status. If approved, you’ll be automatically refunded to your original payment method within 10 business days.
Please note: It may take additional time for your bank or credit card company to process and post the refund.

⏳ If more than 15 business days have passed since your return was approved and you haven’t received a refund, please contact us at contactus@purebysolanne.com.

Shipping Costs
Please note:

  • We do not refund original shipping fees

  • Return shipping costs are the responsibility of the customer unless otherwise stated

Exceptions / Non-Returnable Items
Some items are non-returnable, including:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalized products

  • Personal care goods (e.g., beauty products)

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns on sale items or gift cards.
Contact us if you have questions about a specific item.

European Union 14-Day Cooling-Off Period
If your order is shipped into the EU, you have the right to cancel or return your order within 14 days—for any reason and without justification. Items must meet the same return eligibility criteria as above.