Refund policy
10. REFUNDS AND RETURNS
10.1. Right of Withdrawal (EU, EEA and UK Consumers)
In accordance with applicable consumer law, customers in the EU, EEA and United Kingdom generally have the right to withdraw from an eligible online purchase within 14 days of receiving the order, without providing a reason.
To qualify, the product must be unopened, unused, and in its original packaging.
10.2. Hygiene Exception
For reasons of health protection and hygiene, we cannot accept returns of cosmetic products that have been unsealed, opened, or used after delivery, unless the product is defective or does not conform to its description.
This exception is in line with Article 16(e) of Directive 2011/83/EU.
Our solid cosmetic products (such as solid shampoos, conditioners, and balms) may fall under this exception where they are supplied sealed and the seal has been broken after delivery, as they come into direct contact with skin or hair once opened.
10.3. Defective or Non-Conforming Products
If you experience any issues with a product — including defects, damage, or non-conformance — please contact our customer service team at info@solvecosmetics.eu for assistance.
Refunds for defective or non-conforming products will be provided after verification of the issue, in accordance with EU consumer protection laws.
10.4. Refund Process
Refunds for unopened and unused products will be processed once the returned item is received and inspected.
When exercising your 14-day right of withdrawal, we will refund the product cost and the standard delivery charge of the original order.
Return shipping costs are borne by the customer unless the item is defective or incorrect.
We are not required to refund express or premium delivery options.
10.5. 30-Day Money-Back Guarantee
We want you to be completely satisfied with your purchase. If you are not satisfied, you may request a refund within 30 days of delivery, even if the product has been opened.
This guarantee applies to one opened unit per product type per order.
If multiple units of the same item were purchased, only one opened unit may be refunded; the rest must be returned unopened and unused.
Shipping costs are non-refundable.
10.6. Return Instructions
To start your return or refund process, please contact us at info@solvecosmetics.eu with your order number and reason for return.
Our team will provide instructions for shipping the item back to us.
10.7. Returns from Non-EU Countries
Customers outside the EU, EEA and United Kingdom may have different statutory return or cancellation rights depending on their country. Any mandatory consumer rights provided by applicable local law remain unaffected.
Due to international shipping logistics and, in some cases, customs clearance or import costs covered by Solve Cosmetics, we are generally unable to accept change-of-mind returns for orders shipped outside the EU, EEA and United Kingdom once they have been dispatched, except where required by applicable consumer law.
Our 30-Day Money-Back Guarantee under Section 10.5 remains available to eligible customers if a product has been tried and they are not satisfied with it.
In the rare case of a defective or incorrect product, please contact us at info@solvecosmetics.eu within 14 days of receipt, including photos of the issue. Our team will arrange an appropriate solution, such as a replacement or refund.
Where applicable, customers who pay their own import duties or taxes (for example, in Norway or Switzerland) acknowledge that these cannot be refunded by Solve Cosmetics in the event of a return.