Cancellation Policy
At Solmique, we know that plans and projects can change. This policy explains how you can cancel an order, what happens if your order has already been dispatched and when we may need to cancel an order ourselves. It does not affect your statutory right of withdrawal, which is described in our Refund and Returns Policy.
Business Information
Business Name: Solmique
Legal Entity: JPK Trading UG (haftungsbeschränkt), trading as Solmique
Managing Director: Julian Paulus
Commercial Register Number: HRB 13904
Registered Court: Amtsgericht Straubing
Business Address: Hochfeld 1a, 94347 Ascha, Germany
Email: info@solmique.com
Cancelling Your Order Before Dispatch
If you would like to cancel your order, please contact us as soon as possible at info@solmique.com. Include your order number, your full name and the email address used for the order, and let us know whether you want to cancel the entire order or only certain items.
We process orders quickly, usually within 1 to 3 business days. If your order has not yet been handed over to our shipping partner, we will cancel it and confirm the cancellation by email.
Once a cancellation is confirmed, we will refund the full amount you paid, including shipping costs, to your original payment method without undue delay and no later than fourteen days. Depending on your bank or payment provider, it may take a few additional business days for the amount to appear in your account.
Orders That Have Already Been Dispatched
If your order has already been dispatched, we are no longer able to cancel it. In this case, you can still use your statutory right of withdrawal within fourteen days of receiving the goods. Simply let us know that you wish to withdraw and return the items as described in our Refund and Returns Policy.
Please note that sealed products intended for use on the skin, such as face and body paints, can only be returned if their seal has not been opened, for health protection and hygiene reasons. Paints, glues, clay and other supplies that have been opened or used may also lose value. If you no longer want these items, please leave them unopened and unused.
Changing Your Order
If you would like to change your order, for example to choose a different colour, size or craft kit, add more materials or correct your delivery address, please contact us as soon as possible at info@solmique.com. We will do our best to make the change if your order has not yet been dispatched. If a change is no longer possible, you can cancel or withdraw from the order as described above and place a new one.
Personalised and Custom Items
Orders for items made to your specifications or personalised for you, such as fabric or ribbon cut to a custom length, personalised craft kits or items made to order, can only be cancelled before cutting, production or personalisation has started. Once work on such an item has begun, the order can no longer be cancelled, and the statutory right of withdrawal does not apply to these items.
Cancellations by Solmique
In some cases, we may need to cancel an order ourselves, for example if:
A product is out of stock or no longer available.
There is an obvious error in the price or product information.
Payment could not be completed or confirmed.
We have reason to believe an order is fraudulent or unauthorised.
A product cannot be delivered to your address, for example due to shipping restrictions on spray paints, aerosols or certain varnishes and adhesives in some countries or with some carriers.
If we cancel your order, we will inform you by email and refund any amount you have already paid in full to your original payment method as quickly as possible.
Partial Cancellations
If only part of your order can be cancelled, or if we can only deliver some of the items you ordered, we will refund the amount for the cancelled items. If the remaining order no longer meets the conditions of a free shipping offer, this does not affect the refund of the cancelled items, and we will not charge you any additional shipping costs.
Contact Us
If you have any questions about cancelling or changing an order, please contact us:
Business Name: Solmique
Legal Entity: JPK Trading UG (haftungsbeschränkt)
Business Address: Hochfeld 1a, 94347 Ascha, Germany
Email: info@solmique.com