Right of Withdrawal

Right of Withdrawal (EU Customers)

Last updated: June 19, 2026

If you are a consumer located in the European Union (EU), you have the right to withdraw from your purchase within 14 days of receiving your order — without giving any reason. This page explains how that right works and how to exercise it.

Your Right to Withdraw

Under EU Directive 2011/83/EU and EU Directive 2023/2673, you have the right to cancel your order within 14 calendar days from the day you (or a third party you designate) receive the goods.

To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires. You can do this by clicking the button below or by contacting us directly:

Email: [email protected]
Website: www.solacely.co

↩ Withdraw / Cancel My Order

Exemptions — When This Right Does Not Apply

The right of withdrawal does not apply to the following types of orders:

• Custom or personalised products — Items made to your specific requirements, including custom bracelets, personalised jewellery, or any product made to order. These cannot be cancelled once production has begun.
• Goods that have been unsealed and are not suitable for return due to health or hygiene reasons.
• Goods that have been clearly personalised or customised after your request.

If you are unsure whether your order qualifies, please contact us at [email protected] before initiating a withdrawal.

Effects of Withdrawal

If you withdraw from your order, we will refund all payments received from you, including standard delivery charges (but not any additional costs if you chose a more expensive delivery option), no later than 14 days from the date we receive your withdrawal request.

We will process the refund using the same payment method you used for the original transaction, unless you expressly agree to a different method. No fees will be charged for the refund.

We may delay the refund until we have received the returned goods or until you have provided evidence that the goods have been sent back, whichever is earlier.

Return Shipping

You are responsible for returning the goods to us promptly — within 14 days of informing us of your withdrawal. Return shipping costs are handled on a case-by-case basis. Please contact us at [email protected] after submitting your withdrawal request and we will guide you on the return process and any applicable shipping arrangements.

Please ensure goods are returned in their original condition and packaging where possible. You are liable for any diminished value of goods resulting from handling beyond what is necessary to check the nature, characteristics, and functioning of the goods.

How to Withdraw — Step by Step

1. Click the "Withdraw / Cancel My Order" button above (or visit this page).
2. Fill in your name, email address, and order number.
3. Submit the form. You will receive an automatic confirmation email.
4. Our team will follow up with return instructions within 1–2 business days.

Contact Us

For any questions about your withdrawal rights, please reach out:

Solacely
Email: [email protected]
Website: www.solacely.co