Refund policy

Refund and Returns Policy

We want you to love what you ordered. If something is not right, we are here to fix it.

30-day return window

You have 30 days from the day you receive your order to request a return. To be eligible, the item must be unused, in the same condition in which you received it, and in its original packaging with any seals intact.

For hygiene and safety reasons, opened or partially used cosmetic and personal care products cannot be returned unless the item arrived damaged, defective or incorrect.

How to start a return

Email support@soldejaneiroeu.com with your order number and the reason for the return. Our team will confirm whether the item is eligible and send you return instructions. Please do not send anything back before contacting us — returns sent without prior authorisation cannot be processed.

Damaged, defective or incorrect items

Please inspect your order as soon as it arrives. If an item is damaged, defective, or is not what you ordered, contact us within 7 days of delivery with photographs of the product and the packaging. We will send a replacement or issue a full refund at no cost to you, and you will not be asked to return the item in most cases.

Return shipping costs

If the return is caused by an error on our side — a damaged, defective or incorrect item — we cover the full cost of the return. For returns based on a change of mind, the customer is responsible for the return shipping cost.

Refunds

Once your return has been received and inspected, we will email you to confirm whether the refund has been approved. Approved refunds are issued automatically to your original payment method within 5 to 10 business days.

Please note that your bank or card issuer may take additional time to post the refund to your account. If more than 15 business days have passed since we confirmed your refund, contact us at support@soldejaneiroeu.com.

Shipping is free on all our orders, so there is no shipping charge to deduct from your refund.

Exchanges

The fastest way to get the product you want is to return the item you have and, once the return is approved, place a new order.

Order cancellations

You may cancel your order for any reason before it has been dispatched. Email us as soon as possible at support@soldejaneiroeu.com with your order number. Once an order has shipped, it can no longer be cancelled, but you may return it under the terms above.

Items that cannot be returned

We cannot accept returns on gift cards, sale items marked as final sale, or products that have been opened or used, except where the item is faulty.

Your statutory rights

Nothing in this policy affects your statutory rights under the consumer protection laws of your country. If those laws grant you broader rights than this policy, those rights apply.

If you have any questions about this policy, please contact us at support@soldejaneiroeu.com. We reply to every message within 24 hours on business days.