Refund & Return Policy

At Solstice, we want you to shop with confidence. Please read our Refund & Return Policy carefully before placing an order.

1. Right of Withdrawal (EU Customers)

If you are a customer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days without providing a reason, unless an exemption applies.

The 14-day withdrawal period begins on the day you (or a third party designated by you, other than the carrier) receive the last item in your order.

To exercise your right of withdrawal, you must notify us before the 14-day period expires.

2. How to Request a Return

To start a return or withdrawal request, please log into your customer account.

Alternatively, you may contact our customer support with your order number and reason for the return. Once your request has been received, we will provide instructions for returning your order. Please do not send items back without first submitting a return request, as this may delay processing.

3. Returning Your Items

After notifying us of your withdrawal or return request, you must send the item(s) back within 14 days.

Returned items should:

• Be securely packaged.
• Include all original accessories and packaging where possible.
• Be in their original condition, except for handling necessary to inspect the goods.

We reserve the right to reduce the refund if the value of the goods has been diminished due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

4. Refund Processing

Once we receive and inspect your returned item(s), we will process your refund.

Refunds will be issued using the same payment method used for the original purchase unless another method is agreed upon.

Refunds are generally processed within 14 days after:

• receiving the returned goods, or
• receiving evidence that the goods have been returned,

whichever occurs first.

Depending on your payment provider, it may take additional time for the refunded amount to appear in your account.

5. Return Shipping Costs

Unless the return is due to our error (such as receiving an incorrect, defective, or damaged product), customers are responsible for the cost of returning the item.

We recommend using a tracked shipping service, as Solstice is not responsible for items lost during return shipping.

6. Refund of Original Shipping Charges

If you exercise your legal right of withdrawal under applicable EU consumer law, we will also refund the standard outbound delivery cost you paid when placing your order.

Please note:

• Any additional charges for express, expedited, or premium shipping options are not refundable.
• Return shipping costs remain the customer's responsibility unless otherwise required by law or if the return is due to our mistake.

7. Non-Returnable & Exempt Products

The following items are not eligible for cancellation or return unless they arrive damaged, defective, or incorrect:

Personalized & Custom Products

Because our customized paint-by-number kits are made specifically for each customer using their uploaded photos or personalized designs, they cannot be cancelled or returned once production has begun.

This includes, but is not limited to:

• Customized Paint-by-Number Kits
• Pearl Painting Kits
• Any product created from customer-uploaded images or custom requests

Opened Sealed Goods

Any sealed products that are unsuitable for return due to health or hygiene reasons, once opened after delivery, are not eligible for return.

Used Products

Products that have been used, damaged by the customer, or returned in a condition beyond normal inspection may not qualify for a full refund.

8. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item and packaging

After reviewing your request, we will arrange an appropriate solution, which may include:

• A replacement product
• A full or partial refund
• Another suitable resolution depending on the situation

If the issue is confirmed to be our responsibility, Solstice will cover any applicable replacement or return shipping costs.

9. Order Cancellations

Orders may be cancelled before production begins.

Once production has started, customized or personalized products cannot be cancelled because they are made specifically for your order.

For standard (non-personalized) products, cancellation requests are subject to the order status at the time of the request.

10. Contact Us

If you have any questions regarding returns, refunds, or your order, please contact our customer support team through our Contact Us page or by replying to your order confirmation email.

We are always happy to help and will do our best to resolve any concerns as quickly as possible.