Refund policy

Solae Return & Exchange Policy

60-Day Clear Skin Guarantee

We stand by the transformative power of our Skin Healing Ampoule with a 60-day satisfaction guarantee. If you don't see visible improvement in your skin or aren't completely satisfied, you may return it within 60 days of delivery.

Return conditions:

  • You've used the product as directed for at least 14 days
  • Your return request is made within 60 days of delivery

We cannot accept returns or issue refunds if:

  • You haven't given the product a fair trial (minimum 2 weeks of consistent use)
  • More than 60 days have passed since delivery
  • The product was used incorrectly or mixed with incompatible skincare
  • You experienced irritation due to known allergies you didn't disclose

Skin Sensitivity & Reaction Policy

Immediate reactions (within 24-48 hours): If you experience severe irritation, redness, or allergic reactions, stop use immediately and contact us for a full refund.

Purging vs. Bad Reaction: Our team will help you determine if initial breakouts are normal purging or a negative reaction. We may offer guidance to continue or recommend discontinuing.

Damaged, Defective, or Missing Items

If your Skin Healing Ampoule arrives damaged, leaked, or defective, we will replace it at no cost. Contact us within 7 days of delivery.

If an item is missing from your order, notify us within 48 hours of delivery. We'll send the missing item immediately or offer a full refund.

How to Request a Return or Exchange

Please email support@trysolae.com with:

  1. Your order number (e.g. #SOL123456)
  2. How long you've been using the product
  3. Description of your skin concerns/results
  4. Before/during photos (optional but helpful)
  5. Subject line: "Return request - Order #XXXX"

Important: Don't return products without contacting us first - we may be able to help you get better results!

Eligibility for Refunds

Full refunds available:

  • Within 60 days of delivery
  • Product used consistently for at least 14 days
  • Pre-delivery cancellations (minus $3.99 processing fee)

Partial refunds considered:

  • Skin improved but not to your satisfaction
  • Used for 30+ days with minimal results

Non-returnable Items

  • Gift cards
  • Bottles less than 80% remaining

Our Skin Success Commitment

Before processing any return, our skincare specialists will:

  • Review your routine and usage
  • Suggest adjustments that might improve results
  • Offer personalized guidance for your skin type
  • Provide additional time if you're seeing gradual improvement

Refund Process

Once we receive your return request, we'll:

  1. Assess your case within 24-48 hours
  2. Provide guidance or approve the return
  3. Process approved refunds within 5-7 business days to your original payment method

Results Timeline Expectations

Week 1-2: Skin may purge or adjust (normal) Week 3-4: Inflammation should start calming Week 6-8: Visible improvement in texture and clarity Full results: 8-12 weeks of consistent use

Still Have Questions?

Our skincare specialists are here to help you succeed! Contact support@trysolae.com.

Remember: We want your skin to transform. Let us help you get there.