RETURNS POLICY

RETURNS & REFUNDS POLICY

Last updated: 31 August 2026

At SOLLA, we want you to feel confident when shopping with us. If your purchase isn't quite right, you may be eligible to return it in accordance with the conditions below.

1. RETURNS

We accept returns within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and unworn;

  • Be in its original condition;

  • Be clean and free from stains, odours, makeup, pet hair or other marks;

  • Have all original tags and packaging attached, where applicable;

  • Include proof of purchase or your order number.

For hygiene reasons, we may not accept returns of items that have been worn, washed or otherwise used.

2. CHANGE OF MIND

If you have simply changed your mind about your purchase, you may request a return within 30 days of delivery, provided the item meets all of our return conditions.

Return postage for change-of-mind returns is the responsibility of the customer unless otherwise stated.

We recommend using a tracked shipping service, as SOLLA cannot be responsible for items lost or damaged while being returned to us.

3. FAULTY OR DAMAGED ITEMS

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible.

Please provide:

  • Your order number;

  • A description of the issue; and

  • Clear photographs showing the fault or damage.

If the item is confirmed to be faulty or damaged, we will assess the issue and, where appropriate, offer a replacement, repair, refund or another suitable remedy in accordance with applicable Australian Consumer Law.

You will not be responsible for return postage for an item that is confirmed to be faulty, damaged or incorrectly supplied.

4. INCORRECT ITEM

If you receive an item that is different from the one you ordered, please contact us before returning it.

We will arrange the appropriate solution and, where the error was made by SOLLA, cover the reasonable return postage costs.

5. HOW TO REQUEST A RETURN

To request a return, please contact our customer service team at:

sav@solla.com

Please include:

  • Your full name;

  • Order number;

  • Item(s) you wish to return;

  • Reason for the return; and

  • Photos, where relevant.

Our customer service team will provide you with the return instructions.

Please do not send items back to us without first contacting our team, as unauthorised returns may not be processed.

6. REFUNDS

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method.

Please allow additional time for your bank or payment provider to process the refund and for the funds to appear in your account.

Original shipping costs are generally non-refundable for change-of-mind returns, unless otherwise required by applicable law.

7. EXCHANGES

If you would like to exchange an item for a different size or colour, please contact us at sav@solla.com.

Exchanges are subject to availability. If the requested replacement is unavailable, we may offer a refund or another suitable option.

8. SALE ITEMS

Sale items may be eligible for return provided they meet the requirements outlined in this policy.

Items marked as final sale or otherwise identified as non-returnable at the time of purchase cannot be returned for change of mind, except where required by Australian Consumer Law.

9. ITEMS THAT CANNOT BE RETURNED

For hygiene and health reasons, certain products may not be eligible for return once opened, worn or used.

This may include items that have been:

  • Worn or used;

  • Washed;

  • Altered;

  • Damaged after delivery;

  • Returned without their original tags or packaging; or

  • Returned in an unhygienic or unsaleable condition.

This does not affect your rights under Australian Consumer Law.

10. AUSTRALIAN CONSUMER LAW

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (ACL).

Under the ACL, consumers may be entitled to a repair, replacement, refund or other remedy when a product does not meet the consumer guarantees that apply to it.

These rights apply regardless of any voluntary returns policy offered by SOLLA.

11. RETURN SHIPPING

For change-of-mind returns, the customer is generally responsible for the cost of returning the item to SOLLA.

Where an item is faulty, damaged or incorrectly supplied, SOLLA will cover reasonable return shipping costs where applicable.

We recommend retaining your return postage receipt and tracking information until your return has been processed.

12. PROCESSING TIMES

Once your return arrives at our facility, please allow reasonable time for our team to inspect and process it.

Refund processing times may vary depending on your payment method and financial institution.

13. CONTACT US

If you have any questions about our Returns & Refunds Policy or would like to request a return, please contact us:

SOLLA Customer Support
Email: sav@solla.com

We are happy to assist you with your return and help make the process as simple as possible.