Policies & Legal

1 May 2026 ABN: 45 501 930 411

This policy outlines Solenne Skincare obligations and your rights regarding returns, refunds, and exchanges in compliance with the Australian Consumer Law (ACL). Solenne Skincare is committed to ensuring every order is handled with fairness, transparency, and care.

Solenne Skincare formulates and hand-blends natural cosmetic skincare products. Because these items are topical and hygiene-sensitive, we cannot accept returns once a product has been opened, used, or removed from its original sealed packaging, except where required by law.

Please choose carefully. We do not offer refunds or exchanges for change-of-mind, incorrect selection, or personal dislike of texture, fragrance, or results. We encourage customers to review all product descriptions, ingredients, and patch-testing guidance before purchase.

Under the ACL, you are entitled to a replacement or refund if a product is faulty or defective, not as described, or incorrectly supplied. If your parcel arrives damaged, please notify us within 7 days of receipt by emailing solenneherbalskincare@gmail.com with: • Your order number • A description of the issue • Clear photos of the item and packaging Once reviewed, we will arrange a replacement, store credit, or refund to the original payment method.

If a return is approved: • Solenne Skincare will provide a Return Authorisation Number (RAN) and instructions • Items must be returned in original packaging, securely sealed, and include proof of purchase • Returns should be posted via trackable mail to the address provided • Unless the product is proven faulty, the customer is responsible for return shipping costs

Refunds or exchanges will not be offered for: • Products that have been opened, used, or tampered with • Allergic reactions or sensitivities (unless ingredients were not accurately disclosed) • Minor variations in colour, scent, or texture typical of natural formulations • Delays caused by postal or customs services outside our control We recommend performing a patch test before use, as individual responses may vary.

Once digital downloads, guides, or online consultations are purchased, these are considered final sales and non-refundable, except where required by law. For online consultations, please refer to our Consultation Policy for cancellation and rescheduling terms.

Where a refund is approved, funds will be returned to the original payment method (Shopify Payments or PayPal) within 5–10 business days, depending on your financial institution. You will receive written confirmation once processed.

For international customers, returns are subject to the same ACL principles; however, shipping costs, duties, and customs fees are non-refundable. If a replacement is authorised, you will be responsible for any re-shipment fees unless the item was faulty.

For any questions about returns or refunds: Email: solenneherbalskincare@gmail.com