Refund policy

CANCELLATION, RETURN, REFUND AND EXCHANGE POLICY

SOLEILU

Last updated: November 6, 2026

1. SCOPE

This policy applies to purchases made on soleilu.com by consumers (distance selling). It does not limit any mandatory legal rights that consumers have under applicable law.

2. TYPES OF PRODUCT

"Ready to ship" product: a piece in stock, ready to be shipped. "Made to order" product: a piece we make after your purchase following a Soleilu design, in one of the sizes or measurements in our catalog. A made-to-order product is not considered custom. "Custom" product: a piece designed from scratch for the customer, a piece with an engraving, or a piece with significant changes to the original design. Exception: Ahora family cuffs engraved with the time chosen by the customer are not considered custom for exchanges and returns.

3. CANCELLATIONS (BEFORE SHIPPING)

3.1 Ready-to-ship orders: you can cancel free of charge if the order has not yet been handed over to the carrier.

3.2 Made-to-order orders: you can cancel if we have not yet started making the piece. If we have already started, you can exercise your right of withdrawal when you receive it (section 4).

3.3 Custom orders: once the commission is confirmed and work has started, we cannot guarantee cancellation. If we accept it, we may deduct the actual cost of materials and work already done and refund the rest.

4. RIGHT OF WITHDRAWAL (RETURNS)

4.1 Period: you can return your order within 14 calendar days of receiving it, without giving any reason.

4.2 Extended period: for orders received between November 1 and January 10, or if you ask us (for example, because it is a gift), we extend the period to 40 calendar days from receipt.

4.3 How to request it: email us at hola@soleilu.com with your order number, your name and the piece you want to return. We will reply with our studio address.

4.4 Condition of the piece: it must be returned unused, in perfect condition, with its case and all included items. If it shows signs of use, damage or missing items, we may apply a reasonable reduction.

5. EXCEPTIONS

Custom products (section 2) cannot be exchanged or returned, except in case of a manufacturing defect or a mistake on our part.

6. SENDING THE PIECE TO OUR STUDIO

Shipping the piece to our studio, both for returns and for size exchanges, is paid by the customer. We recommend using a tracked service and buying shipping insurance: Soleilu is not responsible for loss or damage during that shipment. The piece must be properly packed.

7. REFUNDS

Once we receive and check the returned piece, we will refund its price and the standard shipping costs you paid at purchase (if you chose a more expensive shipping option than standard, we only refund the standard amount). The cost of sending the piece to our studio is not refunded. The refund is made to the same payment method within a maximum of 14 days from when we receive the piece.

8. FREE SIZE EXCHANGES

Size exchanges are free within the same periods as in section 4 (14 days, or up to 40 days during the extended period), as long as the piece is not custom. Just send us the piece (section 6); we will send it back to you in your size with return shipping paid by us.

9. DEFECTIVE, DAMAGED OR WRONG PRODUCT

If you receive a piece that is defective, damaged or different from the one you ordered, email us as soon as possible at hola@soleilu.com with your order number and photos of the piece and the packaging. In these cases Soleilu covers all costs and, depending on the case, we will repair, replace or refund the piece, in accordance with applicable law.

10. LIFETIME WARRANTY

All our jewelry has a lifetime warranty against manufacturing defects. It does not cover normal wear, misuse, knocks or damage caused by chemicals. This warranty does not limit the legal guarantee you are entitled to as a consumer.

11. CONTACT

Email: hola@soleilu.com · Phone: +34 671 311 707 · Hours: Monday to Friday, 10 am to 7 pm (Spain time).