Refund policy
Last updated: 16 September 2026
We want you to feel confident when shopping with us. This Returns & Refund Policy explains when products may be returned, who is responsible for return shipping costs, and how refunds are processed.
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law (ACL).
1. Change of Mind Returns
We accept change-of-mind returns within 30 days of the date your order is delivered.
To be eligible for a change-of-mind return, your item must:
- be unused, unworn and unwashed;
- be in its original condition;
- have all original tags, labels and accessories attached;
- be returned in its original packaging where reasonably possible; and
- show no signs of use, wear, damage, alteration or misuse.
You must contact us at support@soleiamuse.com within 30 days of delivery before returning an item.
Returns sent without first contacting our customer support team may be delayed or unable to be processed.
For approved change-of-mind returns, the customer is responsible for the cost of return shipping.
Original shipping charges paid at checkout are not refundable for change-of-mind returns.
We recommend using a tracked shipping service. We are not responsible for return parcels that are lost or damaged in transit before reaching the designated return location.
2. How to Make a Return
To request a return:
- Email support@soleiamuse.com with your order number and reason for the return.
- Our customer care team will review your request and provide return instructions.
- If approved, you will receive the applicable return address and instructions for sending your product back.
- Your return should be sent within 7 days after receiving the return instructions.
Please do not send products back to the address shown on the shipping parcel unless we specifically instruct you to do so.
Returns are accepted by mail only.
3. Faulty, Damaged or Incorrect Products
If you receive an item that is faulty, damaged, unsafe, materially different from its description, or you receive the wrong product, please contact us at
Please include:
- your order number;
- a description of the issue; and
- photographs or video where reasonably required to help us assess the problem.
We may inspect or assess the product before providing a remedy.
Where a product fails to meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and seriousness of the problem.
Where a returned product is confirmed to have a fault covered by the Australian Consumer Law, we will reimburse reasonable return postage costs where required by law.
The 30-day change-of-mind period above does not limit your rights in relation to faulty products. Australian consumer guarantee rights can continue beyond a store's voluntary return period.
4. Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
For a major failure, consumers may be entitled to choose a refund or replacement. For problems that are not major, the business may be entitled to provide another appropriate remedy, such as a repair, within a reasonable time.
Your Australian Consumer Law rights apply in addition to the voluntary change-of-mind policy described above.
5. Items That Cannot Be Returned for Change of Mind
Unless required by Australian Consumer Law, we do not accept change-of-mind returns for:
- personalised or custom-made products;
- gift cards;
- perishable goods;
- products that have been used, worn, washed, altered or damaged after delivery;
- products with missing tags, parts or accessories;
- sealed hygiene or personal-care products once the seal has been opened; or
- items specifically marked Final Sale before purchase.
These exclusions do not remove any rights you may have if the product is faulty or otherwise fails to meet a consumer guarantee under Australian Consumer Law. The ACCC specifically warns businesses not to use terms such as “no refunds on sale items” to remove statutory rights for faulty goods.
6. Refunds
Once we receive and inspect your approved return, we will notify you of the outcome.
If your refund is approved, it will be issued to your original payment method within 10 business days.
After we issue the refund, your bank, card provider or payment provider may require additional time to make the funds available in your account.
If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at
We do not issue refunds to a different payment method unless required by law.
7. Exchanges
We do not guarantee direct exchanges for change-of-mind returns.
If you would like a different size, colour or product, please contact us. Where a direct exchange is unavailable, you may return an eligible item in accordance with this policy and place a new order separately.
This does not affect replacement rights available under the Australian Consumer Law for faulty products.
8. Order Cancellations
If you wish to cancel an order, contact us at
support@soleiamuse.com as soon as possible.
We will try to accommodate cancellation requests, but we cannot guarantee cancellation once an order has entered processing or has been dispatched.
If your order has already been dispatched, you may request a return after delivery in accordance with this policy.
If we are unable to supply an item you purchased, we will provide an appropriate remedy, including a refund where required.
9. Refused or Unclaimed Deliveries
Customers are responsible for providing a complete and accurate delivery address and for accepting or collecting their order.
If an order is returned because it was refused, unclaimed, or because an incorrect address was provided, we may deduct reasonable return or redelivery costs from any refund to the extent permitted by law.
This does not apply where the delivery issue was caused by us or where doing so would conflict with your rights under Australian Consumer Law.
10. Contact Us
For questions, returns or refund requests, please contact:
Store name: Soleia Muse
Legal company name: We Build Brands bv
Company address: Broekstraat 33, Deurle, East-Flanders, 9831, Belgium
Company registration number: BE 0797.324.261
Phone: [PHONE NUMBER]
Email: support@soleiamuse.com