Priority claim assessment

Protected orders receive priority claim assessment and a simplified resolution process.

No return required

For approved claims involving broken, unsafe or materially damaged products, you won’t need to return the affected item.

Your choice of resolution

For approved claims, you may choose either a replacement or refund.

Eligible lost parcels

Where tracking and available delivery information reasonably indicate that a parcel has been lost during delivery, Soluscent may approve a claim without waiting for the carrier to formally declare the parcel lost.

Basic verification

Claims remain subject to basic verification, including order details, tracking information and, where relevant, photographs of the product and packaging.

What’s not covered

Delivery Protection does not cover active delivery delays where a parcel remains in transit, incorrect or incomplete delivery information provided by the customer, or loss occurring after confirmed delivery to the correct address or nominated safe place.