Effective October 19, 2026
We want you to have the right products for your hair. If something is wrong with your order, here is how we make it right.
Unopened products
You can return unopened, unused products in their original packaging within 30 days of delivery for a refund of the product price.
Opened products
Because our products are personal care items, we cannot accept returns of opened or used products, except for damaged or defective items as described below. If a product is not working for your hair, contact us anyway. Val can often help you adjust your routine.
Damaged, defective, or wrong items
If your order arrives damaged, leaking, or defective, or you received the wrong item, contact us within 7 days of delivery with your order number and a photo. We will send a replacement or give you a full refund, including shipping. You do not need to send the item back unless we ask.
Lost packages
If tracking shows your package as delivered but you cannot find it, check around your delivery location and with neighbors, then contact us within 10 days of the delivery date. If tracking has not updated for 10 days, contact us and we will work with the carrier to find it or make it right.
Sets and bundles
The Glow Duo and other sets are priced as a set. If you return part of a set, your refund is the price you paid for the set minus the regular price of the items you keep.
How to start a return
- Contact us through our Contact page with your order number and the items you want to return.
- We will reply with return instructions and the return address. Please do not send items back without contacting us first.
- Pack the items securely and ship them with a trackable method. You pay return shipping unless the return is due to our error.
Refunds
Once we receive and inspect your return, we will email you to confirm your refund. Refunds go back to your original payment method. Original shipping charges are not refundable unless the return is due to our error. Depending on your bank, it can take 5 to 10 business days for the refund to appear.
If you paid with Affirm, Klarna, or Afterpay, the refund goes through that provider, and your payment plan is adjusted under its terms.
Exchanges
We do not offer direct exchanges. Return the unopened item for a refund and place a new order.
Cancellations
If you need to cancel, contact us as soon as possible. If your order has not shipped, we will cancel it and refund you in full. Once it ships, this returns policy applies.
Sale items
Items bought on sale or with a discount code follow this same policy. Refunds are for the amount you actually paid.
Contact us
Solace Beauty and Company
124 N Main Street
Suffolk, VA 23434