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Your purchases from Solambra are covered by the consumer guarantees provided under the Australian Consumer Law (ACL).
These statutory rights apply independently of our commercial returns policy and cannot be excluded, restricted or modified where the Australian Consumer Law applies.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy if a product is faulty, unsafe, significantly different from its description, or otherwise fails to meet the consumer guarantees required by Australian law.
In addition to your rights under the Australian Consumer Law, Solambra offers a 30-calendar-day return period from the date you receive your order for eligible change-of-mind returns.
For a change-of-mind return to be accepted, the product must be:
In its original condition, unused and unworn
In its original packaging with all labels and accessories
Still sealed (including any plastic wrapping, blister packaging or safety seal) — subject to the exceptions outlined in Section 5
Accompanied by a receipt or proof of purchase
If your order was purchased as part of a promotional offer involving free products, bundles or gifts, any complimentary products included in the promotion must also be returned in their original condition.
If they are not returned, or are returned damaged or used, their retail value may be deducted from the refund where permitted by law.
For change-of-mind returns under our 30-day commercial return policy, return shipping costs are the customer's responsibility.
We strongly recommend using a tracked shipping service. Solambra cannot be held responsible for parcels that are lost or damaged while being returned to us by a carrier selected by the customer.
This does not affect your rights under the Australian Consumer Law where a product is faulty, defective, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.
For health, hygiene and safety reasons, the following products cannot be returned under our change-of-mind policy:
Opened or unsealed cosmetic, skincare, beauty or hygiene products, including products where plastic wrapping, blister packaging, protective seals or safety seals have been opened or removed
Personalised or custom-made products
Products that are perishable or likely to deteriorate rapidly
Gift cards
Important: You may inspect the external packaging while the product remains sealed. Once a hygiene or safety seal has been broken, the product will no longer be eligible for a change-of-mind return.
These exclusions do not limit or exclude your rights under the Australian Consumer Law if a product is faulty, unsafe, defective, incorrectly described or otherwise fails to meet a consumer guarantee.
Before sending any product back, please contact us:
By email: hello@solambra.com
Or through our contact form
We will provide you with the relevant return instructions and, where applicable, a return reference number.
Please do not send products back without first contacting us, as this may delay the processing of your return.
Return Address:
Solambra — Returns Department
231 chemin de Grataureille
81380 Lescure d'Albigeois
FRANCE
When requesting a return, please provide the following information:
Order date: __________
Date received: __________
Order number: __________
Customer name: __________
Customer address: __________
Reason for return: __________
Date: __________
Please send your request to:
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. We aim to process approved refunds within 10 business days.
Please note that your bank, credit card provider or payment provider may require additional time to process and display the refund on your account.
For eligible change-of-mind returns, any refund of original delivery charges will be determined in accordance with this policy and applicable law.
The following costs are generally not refundable for change-of-mind returns:
Additional premium or express delivery charges
Return shipping costs
The retail value of promotional or complimentary products that should have been returned but were not returned, or were returned used or damaged
Nothing in this section limits any refund, reimbursement or other remedy you may be entitled to under the Australian Consumer Law.
If more than 15 business days have passed since we confirmed your refund and it has not appeared in your account, please contact us at hello@solambra.com.
Customers are responsible for monitoring their shipment and collecting parcels within the timeframe specified by the carrier.
If a parcel is not collected and is returned to us, please contact us to arrange the next steps.
For change-of-mind or uncollected orders, we may offer:
Reshipment of the order, subject to payment of the applicable shipping costs; or
A refund where applicable, which may be adjusted to account for shipping or return costs where permitted by law.
This section does not limit any rights you may have under the Australian Consumer Law.
Your purchases are covered by the consumer guarantees provided under the Australian Consumer Law.
If you receive a product that is faulty, damaged, unsafe, incorrectly supplied, significantly different from its description or otherwise does not comply with applicable consumer guarantees, please contact us as soon as possible.
To help us investigate and resolve the issue quickly:
Email us at hello@solambra.com
Include your order number and a description of the issue
Where possible, attach clear photographs of the product and its packaging
Depending on the circumstances and your rights under Australian Consumer Law, you may be entitled to a replacement, refund or another appropriate remedy.
We may request photographs or other reasonable information to help assess the issue, but this does not limit your statutory consumer rights.
If you would like a different product, the quickest option for an eligible change-of-mind return is generally to:
Return the original product in accordance with the procedure above
Place a separate new order through our website
This helps speed up processing and ensures that the product you want remains available.
This procedure does not affect any replacement rights you may have under the Australian Consumer Law for faulty or non-compliant products.
Solambra is operated by a seller established in Spain. This policy is therefore governed by applicable Spanish law, without limiting any mandatory consumer protections that may apply to customers in their country of residence.
For customers in Australia, nothing in these terms is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Seller: Solambra — Sole Trader registered in Spain
NIF/NIE: Z2549138F
EU VAT Number: ESZ2549138F
Registered Address:
Avda Pierre Cibié 10
23600 Martos (Jaén)
Spain
Returns Centre:
RETURN SOLAMBRA
231 chemin de Grataureille
81380 Lescure d'Albigeois
France
Contact: hello@solambra.com
