Refund policy

Solene Refund Policy

Your rights under New Zealand law

As a New Zealand customer, your purchase is automatically protected by the Consumer Guarantees Act 1993 (CGA), regardless of anything stated in this policy. Under the CGA, products must be of acceptable quality, match their description, and be fit for purpose. These rights cannot be waived or overridden by any store policy — including this one.

If a product doesn't meet these guarantees, you're entitled to a remedy: a repair, replacement, or refund, depending on whether the issue is minor or significant. For significant faults, you choose the remedy. You don't need your original receipt — a bank statement, email confirmation, or other reasonable proof of purchase is enough.

Change of mind returns

If you've simply changed your mind about an item (not a fault), we accept returns within 30 days of delivery, provided the item is unused, unworn, and in its original condition with tags attached. Contact us at contact@shopsolene.shop to arrange a return.

• Return shipping costs for change-of-mind returns are the customer's responsibility.
• Once we receive and inspect the returned item, we'll process your refund to your original payment method within 5-10 business days.

Faulty or incorrect items

If your item arrives faulty, damaged, or different from what you ordered, contact us immediately at contact@shopsolene.shop with your order number and photos of the issue. In these cases, we'll cover return shipping and provide a repair, replacement, or refund as required under the CGA.

Processing times

Please allow 5-10 business days for refunds to appear in your account after we've processed your return, depending on your bank or payment provider.

Questions?

Reach out to us anytime at contact@shopsolene.shop.