Refund policy
Refund policy
Solenne comes with a 30-day money-back guarantee. Wear your insoles to work, around the shops and through your longest day. If you’re not completely satisfied within 30 days of delivery, we’ll process a refund.
How to ask for a refund
- Email solennecomfort@gmail.com within 30 days of delivery, with your order number and the reason for your request.
- We’ll reply by email with the return details.
- Send the items back with Aramex door-to-door, then email us your tracking number.
Your refund
Once we’ve received the items, we’ll refund the amount you paid for them to your original payment method. Delivery fees aren’t refunded. The refund usually takes 2 to 4 working days to clear.
If you ask for a refund on part of a bundle or kit, your refund is based on the discounted price you actually paid.
Returning items
Change-of-mind returns must be sent back with Aramex door-to-door, and you pay the return delivery cost. If your item is faulty or we sent the wrong one and we ask for it back, we cover the cost. We’ll share the Aramex door-to-door details by email.
Faulty or incorrect items
If your item arrives damaged, is faulty or isn’t what you ordered, email us with your order number and a photo. Faulty items can be returned within 6 months of delivery, and you can choose a repair, replacement or refund.
Cancelling an online order
You may cancel your online order within 7 days of delivery without giving a reason. If you do, you pay only the direct cost of returning the goods.