Return & Refund Policy

At soleara®, we stand behind the quality of our products and comply fully with the Australian Consumer Law.

 

Change of Mind (Australia & Non-EU Orders)

We do not offer returns or refunds for change of mind, incorrect selection, or circumstances where the product is no longer wanted.

This includes (but is not limited to):

  • Ordering the wrong item

  • No longer needing the product

  • Delays caused by shipping carriers or customs

This policy does not affect your rights under Australian Consumer Law.

 

Faulty or Damaged Items

If your product arrives faulty, damaged, or not functioning as intended, please contact us within 7 days of receiving your order at hello@mysoleara.com.

To assess the issue, we require:

  • Clear photo or video evidence of the fault

  • Your order number

If the issue is confirmed as a fault, you may be required to return the item to us for inspection before a replacement is issued.

  • Return shipping costs are the responsibility of the customer, unless the issue is deemed a major failure under Australian Consumer Law, in which case reasonable return shipping costs may be covered

  • Once the returned item is received and assessed, we will arrange a replacement where appropriate

For hygiene and safety reasons, products that have been used may not be eligible for return unless a fault is confirmed.

soleara® reserves the right to waive the return requirement in certain circumstances.

 

Incorrect Use or Wear

Products damaged due to misuse, accidental damage, or failure to follow usage instructions are not considered faulty under Australian Consumer Law and are not eligible for refund or replacement.

 

Refunds (Australia)

Refunds are only offered where required under Australian Consumer Law.

Where a major fault is confirmed and a replacement is not suitable or available, a refund may be issued to the original payment method.

 

European Union Customers – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel your order within 14 days of receiving the item, for any reason and without providing justification, in accordance with EU consumer protection laws.

To be eligible:

  • You must notify us within 14 days of delivery

  • The item must be returned unused, unworn, in its original condition and packaging

  • Proof of purchase is required

Return shipping costs are the responsibility of the customer, unless otherwise required by law.

 

EU Refunds

Once we receive and inspect your returned item (or receive proof of return), we will notify you of the outcome.

If approved:

  • Refunds will be issued to the original payment method

  • Processing typically occurs within 10 business days

  • Your bank or payment provider may take additional time to finalise the refund

If more than 15 business days have passed since approval, please contact us at hello@mysoleara.com.

 

International Orders

For customers outside Australia:

  • Local consumer laws may differ

  • By purchasing from soleara®, you acknowledge that Australian Consumer Law applies where legally permissible

soleara® reserves the right to assess each return or refund request on a case-by-case basis in accordance with applicable law.