Refund policy

1. Introduction and Scope

This policy sets out the terms for returns, exchanges and refunds of furniture and clothing purchased from the Soleniaroom online store for delivery to Germany, France, Spain or Italy.

Our 30-day commercial return offer is in addition to the statutory right of withdrawal and applicable statutory guarantees. It does not limit the mandatory rights consumers have in their country of residence.

2. Return Periods and Conditions

30-day commercial return period: Customers may request a return within 30 days of receiving the item.

The following conditions apply to the additional commercial period beyond the statutory withdrawal period:

The item must be unused, undamaged and unmodified.
Clothing must not have been worn beyond a simple try-on, must not have been washed and must include its original tags.
Furniture must not have been assembled and must include its original parts, accessories and instructions.
The original packaging must be kept and returned with the product.
The customer must provide an order number or other proof that identifies the purchase.

These commercial conditions do not exclude the statutory right of withdrawal or a claim covered by a statutory guarantee.

Statutory right of withdrawal: Unless a legal exception applies, customers have 14 days from receipt of the goods to notify us of their decision to withdraw, without giving a reason. If several goods from the same order are delivered separately, this period begins when the last item is received.

Customers may examine the product to the extent necessary to establish its nature, characteristics and functioning.
A simple try-on of clothing, comparable to trying it on in a shop, does not remove the right of withdrawal.
Assembling furniture does not automatically remove this right. Any diminished value depends, among other things, on the handling involved and whether it was necessary to examine the product.
The absence of the original packaging is not, by itself, grounds for refusing a statutory withdrawal. However, the product must be protected with suitable packaging for transport.

Any diminished value resulting from handling beyond what is necessary to examine the goods may be charged to the customer under the conditions set out by law. Any deduction must be justified and proportionate.

If furniture or clothing made to the customer’s specifications or clearly personalised is offered, it may be excluded from the statutory right of withdrawal. Any applicable exception will be stated before purchase and does not affect statutory guarantees.

3. Exchanges and Non-Conforming Products

We do not offer direct commercial exchanges for a change of size, colour or preference. Customers may return the item under the applicable conditions and place a new order if they wish.

This rule does not apply to rights under statutory guarantees. If a product is incorrect, damaged, defective or non-conforming, customers may be entitled to repair, replacement, a price reduction or termination of the contract with a refund, subject to the conditions set out by law.

To report an issue, please contact customer service with a description of the defect and, if possible, photos. The absence of photos does not remove the customer’s statutory rights.

Claims under a statutory guarantee are not limited to the 30-day commercial return period.

4. Return Procedure

Contact warranty@soleniaroom.com, providing your order number or other proof of purchase, the items concerned and your decision to return them.
Follow the customer service team’s instructions regarding packaging, shipping and the appropriate return address for the product.
Pack the product carefully with its accessories and keep proof of shipment.
Ship the return within the applicable period.

For a statutory withdrawal, a clear statement is sufficient; no prior authorisation is required. Goods must be sent back no later than 14 days after the withdrawal is notified, unless we offer to collect them.

For a return requested under the additional commercial offer, please ship the product within 14 days after we confirm the return arrangements.

A return label is included in the parcel. If it is missing or cannot be used, please contact customer service.

Return address: [complete return centre address to be added before publication].

The contact address at the bottom of this page must not be used as a return address unless expressly instructed.

5. Return Costs and Shipping

For a return due to a change of mind, the customer is responsible for the direct cost of returning the goods, provided this information was disclosed before purchase.
For an incorrect product, an item damaged on delivery or a defect covered by a statutory guarantee, the store bears the necessary costs of handling the claim.
The inclusion of a return label does not mean that the return is free of charge. If using it involves a fee, the cost and payment arrangements will be clearly disclosed, with no hidden charges.

For furniture that cannot normally be returned by post, the return cost or a reasonable estimate must be provided before the order is placed: [amounts or estimation method to be completed according to the product and delivery country].

If the legally required information about return costs was not provided in advance, those costs will not be charged to the customer for a statutory withdrawal.

We recommend using a shipping service appropriate for the product, with tracking, and keeping the proof of drop-off. In the event of loss or damage during the return, the circumstances and applicable regulations will be taken into account; no general exclusion of liability is imposed on the customer.

6. Refunds

For commercial returns, refunds are processed within 1 to 4 business days after the product has been received and inspected. If an issue is found, the customer will be informed of how their request will be handled.

For a statutory withdrawal, the refund will be issued without undue delay and no later than 14 days after the withdrawal is notified. We may defer the refund until we have received the goods or the customer has provided proof of dispatch, whichever occurs first, unless we offer to collect the goods ourselves.

Refunds are made using the same payment method used for the purchase, unless the customer expressly agrees to another method at no additional cost.
For a withdrawal covering the entire order, any standard delivery charges paid will also be refunded. Additional charges for a more expensive delivery method chosen by the customer will not be refunded.
If the original delivery was free, no initial shipping charge will be added retroactively solely because of the return.
No restocking fee is charged for a statutory withdrawal. Any deduction for diminished value may be made only as permitted by law.
The time it takes for the refund to appear in the customer’s account depends on the bank or payment provider.

Refunds relating to a lack of conformity are subject to the applicable statutory terms and time limits for the remedy provided.