Returns & Exchanges
We hope you love your Solurie purchase, but we understand that sometimes things don't work out.
14-day returns
We accept returns of eligible physical products within 14 calendar days of delivery, including international orders.
If you wish to return an item, please notify us within 14 days of receiving it. Once you've contacted us, you have another 14 days to send it back.
Returned items should be carefully packaged to prevent damage during shipping.
You may inspect your purchase as you would in a shop. However, if an item has been used or handled beyond what is necessary to inspect it, you may be responsible for any resulting loss in value.
Return shipping costs
Customers are responsible for return shipping costs when returning an item because they have changed their mind.
We recommend using a tracked shipping service.
If an item arrives damaged, defective, or incorrect, we'll arrange a suitable solution in accordance with applicable consumer protection laws, including necessary return shipping at our expense.
Personalized & custom-made candles
Candles made specifically to your individual requirements or clearly personalized for you are not eligible for change-of-mind returns.
This does not affect your rights if the product arrives damaged, faulty, or is not as described.
Damaged or Incorrect Orders
We carefully package every candle, but occasionally accidents happen during delivery.
If your order arrives damaged or incorrect, please contact us as soon as possible.
Include your order number, a short explanation, and photographs of the damaged product and packaging, if available.
Depending on the situation and your applicable consumer rights, we'll arrange a replacement or refund.
Refunds
Once you've requested an eligible return, we'll provide instructions for sending your item back.
For withdrawals covered by EU consumer law, refunds are issued within 14 days of receiving your withdrawal notification. We may wait until we receive the returned item or proof of return shipment before issuing the refund.
Refunds include the product price and, where legally required, the original standard delivery cost. Additional fees paid for premium delivery services are not refundable.
Refunds are made to the original payment method unless otherwise agreed.
Digital Products & Online Masterclasses
Our digital candle-making masterclasses, video lessons, and downloadable resources are delivered electronically and do not require shipping.
Digital purchases are generally non-refundable once access or delivery has begun.
For customers protected by EU withdrawal rules, immediate digital delivery and loss of the 14-day withdrawal right require express prior consent, acknowledgment of the loss of that right, and the legally required confirmation.
If these conditions have not been met, applicable withdrawal rights remain in place.
We do not offer additional change-of-mind refunds for digital products beyond those required by law.
If you experience difficulties accessing your course or downloading your materials, please contact us. We'll be happy to help.
This policy does not affect your statutory rights regarding faulty, inaccessible, or incorrectly described digital content.
How to Request a Return
To request a return or ask a question about your order, please contact us through one of the following:
- Email: Solurie.home@gmail.com
- Contact form: Available on our website
- WhatsApp: +37060418789
Please include your order number so we can assist you.
We'll provide the return address and instructions when you contact us.
You may also exercise your statutory withdrawal right by sending us any clear written statement of your decision or by using the applicable model withdrawal form.