Returns, exchanges & refunds
Last updated: 14 October 2026
We want every Solei order to arrive exactly as expected. This policy applies alongside the customer's non-excludable rights under applicable UAE consumer protection law.
Change-of-mind requests
We accept returns or exchanges requested within seven (7) calendar days after delivery for items that remain unopened, unused, in resalable condition and in their complete original packaging, with all original seals intact. Due to the personal-use nature of fragrance products, opened, used or tampered items may not be eligible for discretionary change-of-mind returns or exchanges. This rule does not restrict legal rights where an item is defective, damaged, incorrect or misdescribed.
Damaged, incorrect or defective items
If a product arrives damaged, is defective, or does not match what was ordered or described, contact us as soon as reasonably possible with the order number, a description and, if available, clear photographs of the product and packaging. For faster support, we recommend contacting us within 48 hours of delivery; this recommendation does not eliminate statutory rights or create a legal deadline. We will assess the issue and provide an appropriate remedy in accordance with UAE law, which may include replacement, exchange, repair where appropriate or refund.
Return authorisation
Please contact Solei before sending an item back so our team can confirm the process and return address. Do not send items to an event venue or unconfirmed address. We will explain collection/return steps and any applicable shipping charges beforehand.
Refund method and timing
Approved refunds are issued to the original payment method wherever possible, unless an alternative lawful method is agreed. Processing time depends on the payment processor and card issuer. In cases where we supplied an incorrect, defective or damaged product, return-related charges will be handled in accordance with applicable law.
Non-returnable promotional items / loyalty rewards
Complimentary items and rewards are not redeemable for cash. Their handling in a return or exchange must be fair and consistent with the customer's statutory rights.
Exclusions
We reserve only the exclusions permitted by applicable law. No part of this policy affects mandatory legal rights or remedies.