1. Introduction
At Solramari, we want every experience with our fragrances to feel calm, effortless, and reassuring. If something isn’t quite right with your order, we’re here to help with a simple and gentle return process.
2. Eligibility for Returns
We accept returns for unused and unopened products within 14 days of delivery. To be eligible, items must be in their original condition and packaging. Products are considered “opened” once the seal is broken, liquid is removed from the bottle, or reeds have been inserted.
You may request a return if:
- You received the wrong item
- Your product arrived damaged
- The item is unused and you wish to return it within the allowed period
3. Product Information
For safety and hygiene reasons, we cannot accept returns for:
- Opened or used products
- Items not in their original packaging
- Products purchased during final‑sale promotions (unless damaged)
As scent perception is subjective, we are unable to accept returns based on fragrance preference once a product has been opened.
4. Pricing & Payments
If your item arrives damaged, defective, or incorrect, we will gladly send a replacement at no additional cost. Please contact us within 7 days of receiving your order and include:
- Your order number
- A brief description of the issue
- A photo of the damaged or incorrect item
Our team will review your request and arrange a replacement as quickly as possible.
5. Return Process
To start a return, simply contact our support team at support@solramari.com. We will guide you through the steps and provide the return address.
Once your return is received and inspected, we will notify you of the approval status. Approved returns will be processed as:
- Refund to your original payment method, or
- Store credit, depending on your preference
Refunds typically take 5–7 business days to appear, depending on your bank.
6. Shipping & Delivery
- If the return is due to our error (damaged, defective, incorrect item), we cover the return shipping cost.
- If the return is for personal reasons (change of mind), the customer is responsible for return shipping fees.
7. Exchanges
If you wish to exchange an unopened product for a different scent, please contact us. Exchanges are accepted within 14 days, and any price differences will be adjusted accordingly.
8. Contact Us
If you have any questions about returns or replacements, we’re here to help with clarity and care.
Email: support@solramari.com
Subject: Returns & Replacements Inquiry
