Refund policy

We want you to be happy with your purchase. If your order does not meet your expectations, we offer a simple return and refund process for eligible products.

1. Return Window

You may request a return within 3 calendar days from the date of delivery of your order.

All return requests must be submitted within the applicable return period by emailing us at shopsoulrang@gmail.com.

2. Products Eligible for Return

All products are eligible for return with few exceptions as mentioned in the description of each product, subject to the conditions as mentioned in below section.

3. Conditions for Return

To be eligible for a return, the product must:

• Be unused, unwashed and saleable condition.
• Be free from stains, marks, odour, perfume, makeup, pet hair or any other signs of use.
• Have all original tags, labels and accessories attached, wherever applicable.
• Be returned in its original packaging or appropriate protective packaging.
• Not have been altered, repaired, personalised or damaged after delivery.

Additional conditions for textiles, any of the product must not have been washed, used, stained, altered or have any visible signs of usage including wear, marks, scratches, direct or damage.

4. Damaged, Defective or Incorrect Products

We carefully inspect and pack every order before dispatch. However, in the unlikely event that you receive a product that is:

• Damaged in transit;
• Defective or has a manufacturing fault;
• Different from the product ordered; or
• Missing an item or component,

please contact us as soon as possible.

We recommend reporting transit damage within 24 hours of delivery, along with photographs or a video of the package and product, so that we can investigate the issue quickly.

For approved damaged, defective or incorrect-product claims, we will arrange the return at no additional return-shipping cost to the customer and provide an appropriate replacement or refund, subject to product availability and applicable law.

5. Change-of-Mind Returns

We accept returns where the customer has changed their mind, subject to the return conditions stated in this policy.

For change-of-mind returns:

• The product must be unused and in its original condition.
• An applicable return-pickup/shipping charge may be deducted from the refund amount.
• Original shipping charges, where separately charged, are generally non-refundable unless the return is due to a damaged, defective or incorrect product or otherwise required by applicable law.

6. Refund Method – Store Wallet Credit

For approved returns, the refund will generally not be credited to the original payment method.

Instead, the approved refund amount will be issued as Wallet Credit to the customer's account on our website and will be valid for 3 months from the date of credit.

The Wallet Credit:

• Can be used towards any future purchase on our website.
• Can be used across our eligible product categories.
• Will be credited after the returned product has been received and successfully inspected.
• Cannot be transferred to another customer or exchanged for cash, except where otherwise required by applicable law.

Where a refund to the original payment method or another form of monetary refund is required under applicable law, the refund will be processed in accordance with such requirements.

7. How to Request a Return

To request a return:

Step 1: Contact us within 3 calendar days of delivery through website return.

Step 2: Provide your order number and select the reason for return.

Step 3: Where required, provide photographs or videos of the product.

Step 4: Once your request is approved, we will arrange a reverse pickup or provide return-shipping instructions.

Step 5: Pack the product securely to prevent damage during return transit.

Step 6: Once the product reaches us, it will undergo a quality check.

8. Quality Check

All returned products are subject to inspection after receipt at our facility.

Wallet Credit or replacement will be processed only after the returned product is confirmed to satisfy the return conditions.

We reserve the right to reject a return where the product shows signs of use, washing, damage, alteration or any condition that makes it unsuitable for resale, except where the issue relates to a genuine product defect or an incorrect/damaged delivery.

9. Refund / Wallet Credit Processing

Once your return passes our quality check, the approved Wallet Credit will be issued within 5-7 business days.

The Wallet Credit will be added to the customer's registered account and may be used for future purchases.

For Cash on Delivery (COD) orders, the same Wallet Credit process will generally apply to eligible returns.

Where applicable law requires a monetary refund instead of Wallet Credit, such refund will be processed in accordance with the applicable legal requirements.

10. Exchanges

At present, we primarily process returns through Wallet Credit rather than direct exchanges.

Customers may use their Wallet Credit to place a new order for a different colour, design or product.

In cases involving a defective, damaged or incorrect product, we may offer a replacement where the same product is available.

11. Non-Returnable Products

Unless the product is defective, damaged, incorrect or otherwise required to be accepted under applicable law, the following may not be eligible for return:

• Customised or personalised products;
• Products specifically identified as non-returnable on the product page;
• Products that have been washed, used, altered or damaged after delivery.

Any product-specific exception will be clearly stated on the relevant product page before purchase.

12. Order Cancellation

Orders may be cancelled before they are dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the customer may request a return in accordance with this policy.

For successfully cancelled prepaid orders, the applicable refund will be processed in accordance with the payment/refund terms communicated at the time of cancellation and applicable law.

13. Return Shipping

For damaged, defective or incorrectly delivered products, we will bear the applicable return-shipping cost for approved claims.

For change-of-mind returns, an applicable reverse-pickup or return-shipping charge may be deducted from the Wallet Credit amount.

The applicable charge will be communicated during the return process.

14. Undelivered / Failed Delivery Orders

Where an order is returned to us because it could not be delivered, any applicable refund will be processed after the shipment is received back at our facility and the order status is verified.

Where applicable, the refund will generally be provided as Wallet Credit, subject to applicable law.

15. Important Note

We reserve the right to verify every return request and assess the returned product before approving a return, Wallet Credit or replacement.

Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable Indian laws and regulations.

For questions regarding returns or refunds, please contact:

 

Customer Support: shopsoulrang@gmail.com

Phone: +91 90247 90038