DAMAGED, MISSING & INCORRECT ORDER POLICY

DAMAGED, MISSING & INCORRECT ORDER POLICY

Solid Collection Luxury Cosmetics LLC

Solid Collection Luxury Cosmetics LLC carefully reviews and prepares orders before shipment. If you receive an order that is damaged, missing merchandise, defective, or materially different from what you ordered, please follow the claim process below.

This policy applies to Wholesale/Private Label Orders, Wholesale Sample Orders, and Solid Collection Signature Collection Orders.

48-HOUR CLAIM PERIOD

Customers must inspect their order promptly upon delivery.

If you believe your order contains damaged, defective, missing, or incorrect merchandise, please contact Solid Collection within 48 hours of the carrier’s confirmed delivery date.

Claims submitted after the 48-hour reporting period may not be eligible for our voluntary replacement or correction process.

This timeframe does not limit any rights or remedies that cannot be waived under applicable law.

REQUIRED CLAIM INFORMATION

To properly investigate your claim, please provide:

● Full name

● Order number

● Email address associated with the order

● Description of the issue

● Product(s) affected

● Quantity affected

● Clear photographs of the affected merchandise

● Photograph of the entire order received

● Photograph of the shipping box or mailer

● Photograph of the shipping label

● Photographs showing any visible damage to the shipping package

● Video documentation when reasonably necessary to demonstrate the issue

Please do not discard the product, packaging, shipping box, mailer, labels, or other materials associated with the claim until your claim has been reviewed.

Additional documentation may be requested when reasonably necessary to investigate the claim.

DAMAGED PRODUCTS

If merchandise arrives physically damaged, please provide clear photographs showing the damage.

When shipping damage is involved, photographs of the exterior and interior shipping packaging may also be required so that we can determine whether a carrier claim should be initiated.

Damage caused after confirmed delivery, improper storage, improper handling, misuse, alteration, or use inconsistent with the product’s intended purpose is not considered shipping or fulfillment damage.

DEFECTIVE PRODUCTS

If you believe a product has a manufacturing defect, please provide photographs and, when reasonably necessary, a short video demonstrating the issue.

A difference in personal preference, shade preference, texture preference, scent preference, or other subjective preference does not by itself establish that a product is defective.

Reasonable manufacturing or packaging variations that do not materially affect the intended use of the product may not constitute a defect.

MISSING PRODUCTS

If merchandise appears to be missing from your order, please first review:

● Your order confirmation

● Products and quantities purchased

● Any tracking information provided

● Whether your order was divided into multiple shipments

Certain orders may ship separately because of production schedules, product availability, backorders, package size, warehouse fulfillment, or other operational requirements.

If your complete order has been marked as delivered and an item is actually missing from the shipment, contact us within the applicable claim period with photographs of everything received, including the shipping package.

INCORRECT PRODUCTS

If Solid Collection sends a product that is materially different from the product shown on your confirmed order, please contact us within the applicable claim period.

Examples may include receiving the wrong:

● Product

● Quantity

● Shade

● Packaging selection

● Product component

● Customization

● Logo or artwork, when the error was caused by Solid Collection rather than information submitted or approved by the Client

The original order documentation, submitted customization information, and approved mockup may be reviewed when determining whether an order was fulfilled incorrectly.

WHOLESALE & PRIVATE LABEL CLAIMS

For wholesale/private label orders, we will compare the claim against the Client’s:

● Original order

● Product selections

● Customization instructions

● Logo/artwork submitted

● Shade selections and renames

● Packaging selections

● Approved mockup

● Relevant communications

● Production and quality-control information

A product will not ordinarily be considered incorrectly customized when it accurately reflects information submitted or approved by the Client.

MOCKUP-APPROVED DETAILS

If a spelling, logo, product name, shade name, placement, or other customization detail was clearly shown on the final mockup and approved by the Client, that approved detail generally will not qualify as a Solid Collection fulfillment error.

Please carefully review all mockups before providing final approval.

SHADE & COLOR DIFFERENCES

Digital photographs, shade charts, product photographs, mockups, phones, tablets, and computer screens may display colors differently from physical merchandise.

Lighting, screen settings, skin tone, photography, application, materials, printing methods, and manufacturing batches may also affect perceived color.

A reasonable difference between how a color appears digitally and how it appears physically does not automatically mean the merchandise is damaged, defective, or incorrect.

CLAIM REVIEW

Submitting a claim does not automatically guarantee a refund, replacement, remake, or other resolution.

Each claim will be reviewed based on the documentation provided, applicable order records, the circumstances of the issue, and applicable law.

Please allow reasonable time for the claim to be investigated.

APPROVED CLAIMS

If we confirm that Solid Collection made a fulfillment or production error, or that merchandise qualifies for an approved damage/defect claim, we will determine an appropriate resolution based on the circumstances.

Depending on the issue, the resolution may include:

● Replacement of the affected merchandise

● Correction of the affected portion of the order

● Remake of affected custom merchandise

● Shipment of a missing or correct item

● Another appropriate remedy

● A refund when required by applicable law or otherwise determined appropriate

For wholesale/private label orders, an approved issue affecting only a portion of an order does not automatically make the entire order defective or eligible for replacement.

RETURN OF AFFECTED PRODUCTS

In certain situations, Solid Collection may require affected merchandise to be returned before a replacement, remake, or other resolution is completed.

If a return is required as part of an approved claim, instructions will be provided.

Customers should not independently return merchandise without receiving instructions from Solid Collection.

FALSE OR FRAUDULENT CLAIMS

Solid Collection reserves the right to deny voluntary remedies for claims involving falsified photographs, altered documentation, intentionally damaged merchandise, materially false statements, or other fraudulent activity.

We may retain claim documentation and relevant transaction records for legitimate business, payment-dispute, fraud-prevention, and legal purposes.

CLAIM ACKNOWLEDGMENT

By placing an order with Solid Collection Luxury Cosmetics LLC, you acknowledge that you are responsible for inspecting your merchandise promptly after delivery and reporting eligible order issues according to this policy.

Nothing in this policy limits any consumer or purchaser rights that cannot legally be waived.