Order Cancellation Policy
How to request a cancellation and what happens next.
Last updated: 22 October 2026
Requesting a cancellation
Contact us promptly if you want to cancel an order. Email support@mysolena.com or call +961 78 760 514.
Include your order reference, the name and email used at checkout, and whether you want to cancel the whole order or particular items.
A request and a confirmed cancellation
A cancellation request is not a confirmed cancellation. Our team will check the order's preparation, dispatch and courier status to see whether it can be stopped. We will tell you the outcome and any next steps by email or phone.
For cash-on-delivery orders, customer confirmation through the email link is separate from cancellation. If you want to cancel, contact us rather than relying on not completing that confirmation.
Dispatch and courier restrictions
If a courier booking or dispatch is underway, we may need to check its outcome before confirming a cancellation. Once the order has been dispatched or handed to the courier, we may be unable to stop delivery.
These delivery restrictions do not remove your applicable consumer rights.
Payments and refunds
Stopping an order and resolving a payment or refund are separate steps. A cancellation request does not itself confirm a refund.
If a paid order is cancelled or cannot be fulfilled, we reimburse the amount due under applicable law and confirm the refund method.
After delivery
Returns after delivery are handled under the Refund and Returns Policy, separately from a request to stop an order.
That policy explains the 10-day withdrawal right for eligible unused online purchases, the exclusion for used products when changing your mind, and your separate rights for faulty, damaged, incorrect or misdescribed items. A fault discovered after use is not automatically rejected, and those rights are not limited to 10 days.