Refund policy
Refund & Return Policy
At SOLARA ORO, we want you to feel confident when shopping with us. We carefully prepare and inspect our products before dispatch.
If you are not completely satisfied with your purchase, please review our return and refund policy below.
1. Returns — 14 Days
We offer a 14-day return policy for eligible items.
You have 14 days after receiving your order to contact us and request a return.
For returns under our standard return policy, items must be:
- In their original condition.
- Unworn and unused, except for reasonable inspection.
- Free from damage caused after delivery.
- Returned with their original packaging and any accompanying accessories, where available.
- Accompanied by proof of purchase.
These conditions do not restrict any statutory cancellation rights that may apply to your purchase.
2. How to Request a Return
To request a return, please contact:
Email: solaraoro0913@gmail.com
Please include your order number, the item you wish to return and the reason for your request.
Once we receive your request, we will review it and provide return instructions.
For eligible statutory cancellations, you do not need to provide a reason, and your cancellation does not depend on our prior approval.
Return destination: Hong Kong
The exact return address will be provided after you contact us.
Please do not send items back without obtaining the appropriate return instructions.
For statutory cancellations, notifying us clearly by email within the applicable cancellation period is sufficient to exercise your right to cancel. You do not need to wait for our response before that right is exercised.
3. Returning Your Item
Once you have notified us of an eligible return, please send the item back within 14 days of your notification.
For ordinary returns, customers are responsible for return shipping costs.
We recommend using a tracked shipping service and retaining proof of postage.
Customers are responsible for arranging return shipment to Hong Kong unless otherwise agreed or required by applicable law.
International return shipping costs may vary depending on your location, parcel weight and shipping provider.
4. Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If you receive an incorrect, damaged or defective item, contact us as soon as possible at:
Please provide your order number, a description of the issue and photographs where available.
We will review the issue and arrange an appropriate resolution in accordance with applicable consumer protection laws.
Where SOLARA ORO is responsible for the problem, we will cover reasonable return shipping costs or arrange an appropriate prepaid return method.
Depending on the circumstances and applicable law, the available remedy may include a repair, replacement or refund.
Your statutory rights relating to faulty or incorrectly supplied goods are not affected by the ordinary 14-day return period.
5. Reduced-Price and Sale Items
Items purchased at a discounted or promotional price are eligible for returns under this policy, provided they meet the applicable return conditions.
A reduced price alone does not make an item final sale.
Any specific exclusion will apply only where permitted by law.
6. Non-Returnable Items
Certain products may be excluded from change-of-mind returns where permitted by applicable law.
These may include:
- Gift cards, except where applicable law requires otherwise.
- Goods made to a customer's individual specifications or clearly personalized.
- Perishable products that deteriorate or expire rapidly.
- Certain sealed hygiene products after opening, where the applicable legal requirements for exclusion are met.
- Hazardous or restricted products where return is prohibited by applicable law.
Standard Made-to-Order Jewelry
Jewelry selected from SOLARA ORO's standard catalog is not automatically classified as personalized or bespoke solely because production begins after an order is placed.
Where statutory cancellation rights apply, standard catalog made-to-order jewelry remains eligible unless a lawful exception genuinely applies.
Bespoke and Personalized Jewelry
Products genuinely created to an individual customer's specifications or clearly personalized may be excluded from change-of-mind cancellation rights where permitted by law.
These exclusions do not affect rights relating to defective, incorrectly supplied or misdescribed goods.
Please contact us before ordering if you are unsure whether a particular item is eligible for return.
7. Made-to-Order Jewelry — Order Cancellations
SOLARA ORO offers a complimentary 24-hour cancellation window for standard made-to-order jewelry orders.
Within 24 Hours of Ordering
You may request cancellation within 24 hours of placing your order.
If your request is received within this period, we will cancel the order and provide a full refund.
No administration fee will apply.
After 24 Hours
Cancellation requests made after the initial 24-hour period will be reviewed according to the order's production status and applicable consumer protection laws.
We will assess whether production has started and whether cancellation can be accommodated.
The complimentary 24-hour cancellation window does not shorten or remove any statutory cancellation rights that may apply.
For qualifying UK or EU distance purchases, applicable statutory cancellation rights may continue beyond the first 24 hours, including for standard catalog made-to-order jewelry.
How to Cancel
Please email solaraoro0913@gmail.com with your order number and cancellation request.
8. Bespoke Jewelry Design Services
For jewelry genuinely designed or personalized according to an individual customer's specifications, different cancellation conditions may apply where permitted by law.
If a bespoke design service involves a separate design fee, the fee and its terms will be disclosed and agreed before the service begins.
SOLARA ORO does not automatically charge an administration or design fee for standard catalog made-to-order jewelry.
Any agreed fee will be applied only where permitted by applicable law.
9. United Kingdom and European Union — Statutory Cancellation Rights
Customers in the United Kingdom and European Union may have additional statutory rights when purchasing online.
Where the relevant consumer protection laws apply, you generally have the right to cancel an eligible distance purchase within 14 days after receiving the goods, without providing a reason.
How to Exercise Your Right
Email solaraoro0913@gmail.com.
Clearly state that you wish to cancel your purchase and include your order number.
You may use the cancellation form in Section 13, but you are not required to use that form.
Returning the Goods
After notifying us of your cancellation, you must send the goods back within 14 days.
The return destination is Hong Kong. We will provide the correct return address and shipping instructions.
For ordinary change-of-mind cancellations, you are responsible for the direct cost of returning the goods, unless applicable law requires otherwise or we have agreed to cover that cost.
Inspecting Your Purchase
You may inspect and handle the goods as reasonably necessary to establish their nature, characteristics and functioning, in a manner comparable to what would be permitted in a physical shop.
Where permitted by law, a deduction may be made for diminished value resulting from handling beyond what is reasonably necessary.
Original packaging is recommended but is not an absolute condition for exercising statutory cancellation rights.
Exceptions
Statutory cancellation rights may not apply to genuinely personalized goods or goods made to an individual's specifications where a lawful exception applies.
Standard catalog made-to-order jewelry is not automatically excluded solely because it is manufactured after purchase.
These rights apply where the relevant consumer laws govern your purchase.
10. Refunds
Once we receive your returned item, we will inspect it and notify you of the refund status.
For ordinary returns accepted under our commercial return policy, approved refunds will normally be issued to the original payment method within 10 business days.
Your bank or payment provider may require additional time to process the refund.
Statutory Cancellations
Where a statutory cancellation right applies, we will refund the payments required by law without undue delay.
For qualifying UK/EU cancellations, reimbursement will generally be made within 14 days after we are informed of your cancellation. Where goods must be returned, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first, to the extent permitted by law.
The refund will include the cost of standard outbound delivery where required by law.
If you selected a delivery method more expensive than the standard delivery option, the additional delivery cost may not be refundable.
Refunds will normally be issued using the original payment method unless otherwise agreed and permitted by law.
No refund administration fee will be charged for statutory cancellations.
Questions About Refunds
If more than 15 business days have passed since we approved an ordinary return and you have not received your refund, please contact:
Statutory refund deadlines take precedence wherever applicable.
11. Exchanges
If you would like a different item, please contact us to discuss the available options.
For ordinary exchanges, the simplest approach is usually to return the eligible original item and place a separate order for the replacement.
All exchanges remain subject to the applicable return conditions and statutory consumer rights.
12. Your Statutory Rights
SOLARA ORO is a business registered in Hong Kong and serves international customers.
Nothing in this policy excludes, restricts or overrides mandatory consumer protection rights that apply to your purchase.
This includes applicable rights relating to:
- Faulty or defective goods.
- Incorrectly supplied products.
- Goods that do not match their description.
- Statutory cancellation of qualifying distance purchases.
- Refunds and remedies required by law.
Where this policy conflicts with mandatory consumer protection law, the applicable statutory rights will prevail.
13. Optional Cancellation Form
If you wish to cancel an eligible order, you may copy and complete the following form and email it to us.
To: SOLARA ORO
Email: solaraoro0913@gmail.com
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Order number:
Product name:
Date ordered:
Date received:
Customer name:
Customer address:
Date of cancellation request:
You may also cancel by sending a clear email stating your intention to cancel. Using this form is optional.
14. Contact Us
If you have questions about returns, cancellations or refunds, please contact:
SOLARA ORO
Hong Kong
Email: solaraoro0913@gmail.com
We will provide the appropriate return address and instructions after receiving your request.