Refund policy
Returns, Refunds & Warranty Policy
Last updated: 21 August 2026
At Solenna Co., we want you to be happy with your purchase. This policy explains your rights regarding cancellations, returns, refunds, damaged or faulty products, and our additional 30-day jewellery warranty.
This policy applies to purchases made directly from Solenna Co. and is intended to operate alongside your statutory rights under UK consumer law.
Nothing in this policy limits or removes any legal rights you may have as a UK consumer.
Change-of-Mind Returns
For most products purchased online, you have the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.
To exercise your right to cancel, please contact us within 14 days of receiving your order at:
Please provide your order number and let us know which item or items you wish to return.
Once you have notified us that you wish to cancel, you then have 14 days to return the goods to us.
We will provide you with instructions explaining how and where your return should be sent.
Please do not send products back to us without first contacting us.
Condition of Returned Items
You are entitled to inspect and handle an item in the same way that you reasonably would if viewing it in a physical shop.
Where possible, items should be returned:
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Unworn;
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Unused;
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With any original tags attached; and
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In their original packaging.
You may be responsible for any reduction in the value of an item resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and condition of the product.
This does not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.
Return Shipping Costs
For ordinary change-of-mind returns, the customer is responsible for the direct cost of returning the item to us.
We strongly recommend using a tracked or otherwise appropriately insured postal service when returning products.
You remain responsible for ensuring that your return reaches us.
Where an item is being returned because it is faulty, damaged, incorrect or not as described, Solenna Co. will bear any necessary reasonable return costs where required under UK consumer law.
Refunds
Once we receive your return, we will inspect it and process any refund due.
Where you are exercising your statutory right to cancel an online order, we will issue your refund within the period required by UK consumer law.
Generally, this will be no later than 14 days after we receive the returned goods, or, where applicable, 14 days after you provide evidence that the goods have been sent back.
Approved refunds will be returned to the original payment method used to place the order unless otherwise agreed.
Your bank, card issuer or payment provider may take additional time to display the refund in your account after we have processed it.
If you have not received an approved refund after a reasonable period, please contact us at:
Original Delivery Charges
Where you cancel your entire order using your statutory cancellation rights, we will also refund the cost of our standard delivery service, where applicable.
If you selected a more expensive delivery option, such as an upgraded or express delivery service, we are not required to refund the additional amount above the cost of our standard delivery option.
Earrings and Hygiene-Sensitive Products
For health and hygiene reasons, certain earrings or other hygiene-sensitive products may be supplied in sealed protective packaging.
Where a product has been sealed for genuine health or hygiene protection, we may be unable to accept a change-of-mind return once that protective seal has been broken after delivery.
If the hygiene seal remains intact, your normal cancellation rights will continue to apply.
This hygiene exception does not affect your rights where an item is:
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Faulty;
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Damaged;
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Incorrect;
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Not as described; or
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Otherwise does not meet your statutory consumer rights.
Sale, Promotional and Clearance Items
Products purchased during a sale, promotion or clearance event retain the same statutory consumer rights as products purchased at full price.
We will therefore accept returns of qualifying sale or clearance products where you are exercising a statutory right to cancel an online purchase.
Your rights relating to faulty, damaged or incorrectly described products also continue to apply regardless of whether the item was purchased at a discounted price.
Any additional voluntary promotional return conditions will not restrict your statutory rights.
Damaged or Incorrect Orders
Please inspect your order as soon as reasonably possible after delivery.
If you receive an item that is:
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Damaged;
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Incorrect;
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Missing;
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Defective; or
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Significantly different from the item ordered,
please contact us as soon as possible at:
Please include:
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Your order number;
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A description of the issue; and
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Clear photographs of the product and packaging where reasonably possible.
Providing photographs allows us to investigate and resolve problems more quickly, but requesting photographs does not remove any statutory rights you may have.
Faulty Goods
Products supplied by Solenna Co. must meet the standards required by UK consumer law.
This includes being:
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Of satisfactory quality;
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Fit for their intended purpose; and
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As described.
If an item is faulty, your legal rights are separate from our change-of-mind returns policy and our voluntary 30-day warranty.
Depending on the circumstances and when the fault becomes apparent, you may be legally entitled to a:
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Refund;
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Repair;
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Replacement;
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Price reduction; or
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Other remedy available under UK consumer law.
Where applicable, necessary costs associated with repairing, replacing or returning faulty goods will be borne by Solenna Co.
Your rights relating to faulty goods are not limited to 30 days simply because our additional jewellery warranty lasts for 30 days.
Solenna Co. 30-Day Jewellery Warranty
In addition to your statutory rights, Solenna Co. provides an additional 30-day jewellery warranty from the date of delivery.
This warranty covers genuine manufacturing defects, including issues such as:
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Faulty clasps;
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Chains that break as a result of a manufacturing defect;
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Defective components; and
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Defects in workmanship occurring during normal use.
If you believe your jewellery has developed a manufacturing defect, please contact us within 30 days of receiving your order at:
Please include:
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Your order number;
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A description of the issue; and
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Clear photographs showing the defect.
We will assess your claim and, where the item qualifies under our additional warranty, provide an appropriate repair, replacement or refund depending on the circumstances.
What Our Additional Warranty Does Not Cover
Our voluntary 30-day warranty does not cover problems resulting solely from:
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Normal wear and tear;
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Gradual tarnishing;
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Gradual fading or plating wear;
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Damage caused by water or excessive moisture;
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Exposure to chemicals;
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Perfumes or cosmetics;
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Improper care or storage;
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Accidental damage;
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Misuse;
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Impact damage;
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Pulling, bending or excessive force;
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Lost or stolen jewellery; or
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Modifications or repairs carried out by a third party.
Jewellery is naturally delicate and should be handled, worn and stored with appropriate care.
These exclusions apply only to our additional Solenna Co. warranty.
They do not allow us to refuse a remedy where you are otherwise entitled to one under UK consumer law.
Proof of Purchase
We may ask you to provide reasonable proof that the item was purchased from Solenna Co. when processing a return, refund or warranty claim.
Acceptable proof may include your:
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Order confirmation;
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Order number;
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Email receipt; or
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Other reasonable evidence showing that the product was purchased from us.
Unauthorised Returns
Please contact us before sending a return so that we can provide the correct return instructions and ensure your return can be identified when it arrives.
Items sent to an incorrect address or without sufficient identifying information may take longer to process.
Exchanges
We do not currently operate a direct exchange service.
If you would like a different item, the quickest option is normally to return the original item in accordance with this policy and place a new order separately.
Your refund for the returned item will be handled independently of the new order.
Your Statutory Rights
Our 30-day jewellery warranty is an additional benefit provided by Solenna Co. and does not replace or restrict your legal rights.
Your statutory rights may continue after our voluntary 30-day warranty has expired.
Nothing in this Return, Refund & Warranty Policy is intended to exclude or restrict any consumer right that cannot legally be excluded under UK law.
Contact Us
If you have any questions about a cancellation, return, refund, damaged product, faulty item or warranty claim, please contact:
Solenna Co.
Email: Solennaco@outlook.com