Return and Refund Policy

Last updated: September 01, 2026

This Return and Refund Policy applies to purchases made on www.solwink.com (the "Site") operated by SOLWINK ("SOLWINK", "we", "us"). By placing an order you confirm that you have read and agree to this policy. Nothing in this policy limits any statutory rights you may have under applicable consumer protection law.

1. Return window

You may request a return within 30 calendar days from the date the order is marked "Delivered" by the carrier. Requests submitted after this period cannot be accepted. Once a return request is approved, the item must be shipped back within 7 calendar days; otherwise the request expires.

2. Hygiene, perishable and non-returnable items (please read)

Many of our products are personal-use beauty items. For health protection and hygiene reasons, the following items CANNOT be returned or exchanged once opened, unsealed, or used, unless they arrive damaged, defective, or were sent in error:

● Press-on nails, nail tips, and any item that has been applied to or comes into direct contact with the body.

● Nail polish, gel polish, liquids, adhesives, removers, and other cosmetics whose seal or safety ring is broken.

● Custom-made, personalized, or specially ordered items.

● Gift cards, gift certificates, and e-gift codes.

● Final-sale, clearance, and warehouse-sale items.

● Free gifts, samples, testers, and promotional add-on items.

● Individual pieces taken from a set or bundle; only complete sets or bundles may be returned, with all components included.

To be eligible for any other return, the item must be unused, unopened, unworn, unwashed, free of any odor or residue, in its original sealed retail packaging, with all tags, instructions and accessories included, and accompanied by the receipt or proof of purchase. Items that do not meet these conditions may be refused, or refunded at a reduced value reflecting their diminished resale condition.

If you are unsure whether your item qualifies, email us BEFORE opening or using it and we will confirm in writing.

3. Who pays return shipping

Reason for return	Who pays / what is refunded
Damaged, defective, expired, wrong item, or item not as described	SOLWINK pays. We issue a prepaid return label. You receive a full refund of the product price plus the original shipping fee.
Change of mind, wrong size or design chosen by you, no longer needed, or a duplicate purchase	Customer pays. You return the item at your own cost using a tracked shipping service. We refund the product price only — the original shipping fee is non-refundable.
Shipment refused at delivery, incorrect address given at checkout, or returned to sender	Customer pays. Refund = product price minus our actual outbound shipping cost and any carrier return / restocking fee charged to us.

 

Because original shipping costs are paid to third-party carriers at the time of dispatch, they are non-refundable except where the return is due to our error.

4. How to start a return

Email support@solwink.com with your order number, the item(s) involved, the reason for the return, and — for damaged, defective or incorrect items — clear photos or a short video showing the problem. If we accept your request, we will send written approval, the return address, and (where applicable) a return label.

Do not ship anything back before you receive our written approval and return instructions. Items returned without an approved request will not be accepted and cannot be refunded.

Returns must be sent using a service that provides a tracking number. Please keep the tracking receipt — we are not responsible for packages lost in transit back to us.

5. Cancellations

Orders may be cancelled free of charge within 2 hours of purchase by emailing support@solwink.com with the subject line "CANCEL" and your order number. After 2 hours, our warehouse may already have packed or dispatched your order and cancellation can no longer be guaranteed. Once an order has shipped, please follow the return process above.

6. Damaged, defective or incorrect items — reporting deadline

Please inspect your order on arrival and contact us at support@solwink.com within 72 hours of delivery if an item is defective, damaged, expired, or if you received the wrong item. Include photos or video evidence so that we can evaluate the issue and make it right. Claims made later than 72 hours after delivery cannot be verified with the carrier and are not eligible for a free replacement or refund.

7. Refunds

We will notify you by email once we have received and inspected your return, and will let you know whether the refund was approved. If approved, the refund is issued automatically to your original payment method within 10 business days of approval. Your bank or credit card provider may require additional processing time.

If more than 15 business days have passed since we approved your return and you have not received the refund, please contact support@solwink.com.

We may decline a refund, or issue a partial refund, where:

● the returned item shows signs of use, wear, alteration, or is missing parts, accessories or original packaging;

● the item returned is not the item we shipped to you;

● the return does not comply with this policy; or

● we detect a pattern of excessive returns, reshipment abuse, or use of the return process other than for its intended purpose.

We reserve the right to refuse future service or orders to any customer who abuses this Return and Refund Policy, including customers with a pattern of excessive returns or who return items other than those shipped.

8. Exchanges

We do not offer direct exchanges. The fastest way to get what you want is to request a return of your original item, and once the return is accepted, place a new order for the replacement item. Any difference in price or shipping cost will apply to the new order.

9. Undeliverable, refused or unclaimed shipments

If a shipment cannot be delivered because the shipping address provided was incomplete or incorrect, because it was refused at the door, or because it was not collected from the carrier within the holding period, the package will be returned to us. In these cases any refund will be reduced by our actual outbound shipping cost and by any return, storage or restocking fee charged by the carrier. If you would like the order resent, an additional shipping payment is required.

10. Lost or delayed shipments

Packages marked as Delivered by the carrier are considered delivered. If tracking shows delivery but you have not received your package, please check with household members, neighbours, and your local carrier office first, then contact us within 7 days so we can open an investigation with the carrier. Claims filed after 30 days from the last tracking event cannot be pursued.

11. European Union — 14 day cooling off period (if applicable)

Notwithstanding the above, if merchandise is shipped into the European Union, you have the right to withdraw from your purchase within 14 days, for any reason and without justification, subject to the exclusions set out in Section 2 for goods which, for health protection or hygiene reasons, are not suitable for return once unsealed. Items eligible for withdrawal must be in the same condition in which you received them, unused, unopened, with all tags and in their original packaging, together with proof of purchase.

12. Changes to this policy

We reserve the right to modify this Return and Refund Policy at any time. Changes take effect immediately upon posting on this page. The policy in force at the time you place your order applies to that order.

13. Contact us

For any return question, or to request a return, contact us:

● Email: support@solwink.com

● Return address: After your return request is approved, we will send you the specific warehouse return address via email.

● Customer service hours: Monday to Friday, 9:00 am to 6:00 pm (US Pacific Time)