Terms of service

TERMS OF SERVICE

Effective Date: July 29, 2025


These Terms of Service (“Terms”) govern your access to and use of the website https://trysolene.com (the “Site”) operated by Solene (“we,” “us,” or “our”), including any purchases made through the Site. By using the Site, you agree to be bound by these Terms and our Privacy Policy.


If you do not agree with these Terms, please do not use our Site or services.

 

 

 

  1. ELIGIBILITY

    You must be at least 18 years old or have legal parental or guardian consent to use this Site. If required by law in your country, you may need to be older.

  2. PRODUCT AVAILABILITY & PRICING

    All products are subject to availability. Prices are listed in U.S. dollars (USD) and may change without notice. Taxes and shipping fees are calculated at checkout.

 


We reserve the right to modify or discontinue products at any time and to refuse or cancel any order at our sole discretion.

 

  1. ORDER ACCEPTANCE, PAYMENT & COMMUNICATION

    All orders must be paid in full at checkout using approved payment providers, including Visa, Mastercard, PayPal, Shop Pay, and Amazon Pay.

    We may cancel orders in cases of suspected fraud, incorrect pricing, or payment failures.

    By placing an order, you consent to receive transactional emails related to your order, shipping updates, and post-purchase communications such as product tips, review requests, or reorder reminders. You can unsubscribe from marketing emails at any time.

  2. SHIPPING & DELIVERY

    Orders are typically processed within 1 business day (excluding weekends and holidays).

    Delivery times are estimates and may vary by location, carrier, customs clearance, or other unforeseen delays.

    We are not responsible for delivery issues arising from incorrect shipping information provided by the customer.

 


We are not liable for delays caused by customs, natural disasters, logistics providers, or uncontrollable events.

All international orders may be subject to customs duties, VAT, and import taxes. These charges are the buyer’s responsibility.

 

  1. RETURNS & REFUNDS

 


Try & Subscribe Orders: These can be returned within the trial period (7 or 14 days), as explicitly stated at the time of purchase. Customers must cover the return shipping costs. Items must be unopened, in original packaging, and in resellable condition.


Standard Returns (Non‑Eligible Orders): Recurring subscription orders cannot be returned after shipment. We do not accept returns or provide refunds for fulfilled subscription orders.


Non-Refundable Shipping Costs: All shipping fees paid at checkout are non-refundable. If a return is accepted, only the product cost (excluding shipping) may be refunded.


Damaged or Incorrect Orders: If your product arrives damaged or incorrect, please contact us at support@trysolene.com within 7 days of delivery. Include your order number and photos so we can assess and resolve the issue.

 

  1. RIGHT OF WITHDRAWAL (EU/EEA Residents)

    If you reside in the EU or EEA, you may have the legal right to withdraw from your purchase within 14 days of receiving your order.

    To exercise this right, you must notify us in writing within this period. This right may not apply to opened hygiene-sensitive items or custom goods. Return shipping is your responsibility.

  2. PRODUCT USE & HEALTH DISCLAIMER

    Our products are for cosmetic use only and are not intended to diagnose, treat, cure, or prevent any medical condition.

    Results vary per individual. Use at your own discretion. Always consult a licensed healthcare professional before starting new topical products, especially if you have underlying health conditions or are pregnant or breastfeeding.

    While our formulas are designed to be gentle and safe for general use, individual reactions may occur. We do not guarantee compatibility with all skin or scalp types. Always perform a patch test before full application. If irritation occurs, discontinue use and consult a medical professional.

    Statements made by customers, influencers, or user-generated content reflect individual experiences and do not guarantee results for all users. Solene does not endorse any unverified medical or therapeutic claims made by third parties.

  3. INTELLECTUAL PROPERTY & RESELLING

    All content on the Site—including text, graphics, logos, product images, and code—is owned by Solene or its licensors.

    You may not copy, distribute, modify, or commercially exploit any content without prior written permission.

    You may not purchase Solene products for resale or commercial redistribution without our prior written approval. We reserve the right to cancel any orders suspected of unauthorized bulk purchasing or commercial use.

  4. PROHIBITED USES OF THE WEBSITE

    You agree not to use the Site for any unlawful, fraudulent, or abusive purpose including data scraping, reverse engineering, or posting false reviews.

    We reserve the right to deny access or terminate accounts for any prohibited activities.

  5. ACCOUNTS & SECURITY

    If you create an account, you are responsible for safeguarding your login credentials and all activity under your account.

    We reserve the right to suspend or terminate accounts that breach these Terms.

  6. LIMITATION OF LIABILITY

    To the maximum extent permitted by law, Solene shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of the Site or our products.

    Our total liability for any claim shall not exceed the purchase price paid for the product in question.

  7. FORCE MAJEURE

    We are not liable for any delay or failure to perform due to causes beyond our reasonable control, including but not limited to natural disasters, pandemics, war, labor strikes, internet outages, cyberattacks, or governmental restrictions.

  8. SUBSCRIPTIONS

    Some products, including Try & Subscribe offers, are sold on a subscription basis. By selecting a subscription at checkout, you agree that:

 


 

  • Your chosen product(s) will be billed and shipped on a recurring schedule (monthly or otherwise specified)

  • Your payment method will be automatically charged each cycle

  • You may cancel your subscription at any time at least 48 hours before the next billing date

  • If you cancel less than 48 hours before the next billing, that order will still be processed, and your cancellation will apply to the following cycle

  • We reserve the right to adjust subscription pricing. You will be notified at least 7 days prior to any price change taking effect. You may cancel your subscription before the new pricing applies.

  • We reserve the right to cancel or block multiple trial orders from the same individual or address.

 


You can cancel your subscription via your account dashboard or by contacting support@trysolene.com.

 

  1. GOVERNING LAW & CONSUMER RIGHTS

    These Terms are governed by and construed in accordance with the laws of Hong Kong Special Administrative Region (SAR).

    However, if you are a consumer and reside in a country with mandatory consumer protection laws, those rights shall not be affected by this choice of law.

  2. DISPUTE RESOLUTION (U.S. Residents)

    If you are located in the United States, you agree to resolve any disputes through binding arbitration in accordance with the rules of the American Arbitration Association.

    You waive the right to participate in class action lawsuits. Each party will bear its own legal costs unless otherwise decided by the arbitrator.

  3. CHANGES TO THESE TERMS

    We reserve the right to update or revise these Terms at any time. Updates will be posted on this page with the revised effective date. Your continued use of the Site after changes implies acceptance of the revised Terms.

  4. FRAUDULENT CLAIMS & CHARGEBACKS

    We reserve the right to deny future service or block accounts associated with repeated chargebacks, abuse of return policies, or fraudulent refund claims.

    All fraudulent chargebacks will be investigated and may be reported to payment processors and legal authorities.

    If a chargeback is submitted after receipt of goods without contacting us first, we may dispute the claim with proof of delivery and transaction logs.

  5. AFFILIATE LINKS & PROMOTIONS

    We may run affiliate or referral programs where partners are compensated for promoting our products. These third parties are independent from Solene and their views do not necessarily reflect our official position.

    We are not responsible for false, misleading, or unapproved claims made through such programs.

    Participants must follow all applicable advertising and disclosure laws, including FTC endorsement guidelines.

  6. DATA RETENTION & ACCOUNT DELETION

    We retain your personal data as long as necessary to fulfill the purposes described in our Privacy Policy, including for tax, legal, or compliance purposes.

    You may request account deletion or data access by contacting privacy@trysolene.com. Some data may be retained where legally required or for legitimate business interests.

  7. LANGUAGE

    These Terms of Service were originally written in English. Any translations provided are for convenience only. In the event of any conflict between the English version and a translated version, the English version shall prevail.

  8. NO GUARANTEE OF RESULTS

    Individual results may vary. We make no guarantee of results within a specific timeframe or intensity. All claims are subjective and should not be interpreted as guaranteed outcomes.

  9. TRANSACTION LIMITS & VERIFICATION

    We reserve the right to cancel or limit quantities purchased per person, household, or order for fraud prevention. We may require identity or address verification prior to fulfilling high-risk or flagged orders.

  10. DIGITAL CONTENT & LICENSING

    All digital downloads or content provided through the Site remain the intellectual property of Solene and are licensed for personal, non-commercial use only. Unauthorized distribution or modification is prohibited.

  11. CONTACT INFORMATION

    Solene

    Unit 803, 8/F, Tower 2,

    Lippo Centre, 89 Queensway,

    Admiralty, Hong Kong SAR

    Email: support@trysolene.com

    Website: https://trysolene.com