Refund Policy
# REFUND & RETURNS POLICY
**Last Updated:** June 2026
At SOLUNE, we are committed to providing premium skincare products and an exceptional customer experience. If you are not completely satisfied with your purchase, we're here to help.
1. RETURNS ELIGIBILITY
You may request a return, replacement, or refund if:
* You received the wrong product.
* Your item arrived damaged or defective.
* Your order was incomplete.
* The product is faulty due to a manufacturing defect.
To qualify for a return, you must notify us within **7 days of receiving your order** and provide proof of purchase along with clear photographs of the issue.
2. NON-RETURNABLE ITEMS
Due to hygiene, safety, and quality control reasons, we cannot accept returns or offer refunds for:
* Opened or used skincare products.
* Products that have been tampered with.
* Products purchased during clearance or promotional sales.
* Gift cards.
* Change-of-mind purchases.
3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive a damaged, defective, or incorrect product, please contact us within **48 hours of delivery**.
Please include:
* Your order number.
* A description of the issue.
* Clear photographs of the product and packaging.
Once reviewed and approved, we will provide either:
* A replacement product,
* Store credit, or
* A full refund to your original payment method.
4. REFUND PROCESS
If your refund request is approved:
* Refunds will be issued to the original payment method used during checkout.
* Processing times may vary depending on your bank or payment provider.
* Please allow **5–10 business days** for the funds to reflect in your account after processing.
Shipping fees are non-refundable unless the return is due to our error.
5. ORDER CANCELLATIONS
Orders may be cancelled before they have been processed or shipped.
Once an order has been shipped, it cannot be cancelled and must follow the return procedures outlined in this policy.
6. ALLERGIC REACTIONS
We recommend reviewing ingredient lists carefully before purchasing.
If you experience an adverse skin reaction:
* Discontinue use immediately.
* Contact us within 48 hours.
* Provide photographs and details of the reaction.
Each case will be reviewed individually. SOLUNE reserves the right to request additional information before determining eligibility for a refund or replacement.
7. HOW TO REQUEST A RETURN OR REFUND
To initiate a return or refund request, please contact us at:
Email:support@soluneskin.co.za
Please include:
* Full name
* Order number
* Reason for the request
8. POLICY UPDATES
SOLUNE reserves the right to update or modify this Refund & Returns Policy at any time without prior notice. Changes will take effect immediate
apply upon publication on our website.