Refund policy

 

Refund, Return & Cancellation Policy

At Solid Collection Luxury Cosmetics, we take pride in providing quality products and custom branding services. Please review our policy carefully before placing your order.

No Refunds, Returns, or Exchanges

Due to the custom, private-label, and sanitary nature of our products, all sales are final.

We do not offer refunds, returns, or exchanges on retail, wholesale, sample, custom, or private-label orders.

Once an order has been placed, payment has been processed, and/or production has begun, refunds, cancellations, product changes, design changes, shipping changes, or exchanges cannot be guaranteed.

For wholesale orders, mockup approval constitutes final approval for production. Once a mockup has been approved, no refunds, cancellations, design changes, product changes, or modifications will be permitted.


Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect item due to an error on our behalf, please contact us at info@thesolidcollection.com within 48 hours of delivery.

Your claim must include:

  • Your order number
  • A detailed description of the issue
  • Clear photos of the product(s)
  • Clear photos of the shipping box and packaging

Claims submitted after 48 hours of confirmed delivery may not be eligible for review.

If you do not receive a response from our team within 48 business hours, please submit another contact request.


Shipping Carrier Liability

Once an order has been shipped and accepted by the shipping carrier, Solid Collection Luxury Cosmetics is not responsible for packages that are lost, stolen, delayed, misdelivered, or damaged during transit.

Please inspect your package immediately upon delivery.

If your package is damaged during shipping, you must file a claim directly with the shipping carrier. Please retain all original packaging materials, shipping boxes, and damaged items, as these may be required by the carrier during the claims process.


Chargebacks & Payment Disputes

By placing an order, you agree to contact Solid Collection Luxury Cosmetics first to resolve any concerns before initiating a chargeback or payment dispute.

Chargebacks filed for reasons that contradict our published policies, approved mockups, processing times, shipping timelines, or policy acknowledgments may be challenged with supporting documentation, including order records, communication history, tracking information, and checkout acknowledgments.


Policy Acknowledgment

Before completing checkout, all customers are required to review and acknowledge our Shipping, Refund, Return, and Store Policies by selecting the policy acknowledgment checkbox.

By placing an order, you confirm that you have read, understood, and agreed to:

  • Processing times
  • Shipping timelines
  • Refund and cancellation policies
  • Customization and mockup approval policies
  • Shipping information requirements
  • All other store policies listed on our website

Failure to read our policies does not exempt a customer from the terms outlined within them.

By submitting payment, the customer acknowledges and agrees to all policies, terms, and conditions listed on our website.


Contact Us

For questions regarding your order, please contact:

info@thesolidcollection.com

Our team will respond as soon as possible during normal business hours.