At SOUL to STYLE, customer satisfaction is our top priority. If something isn't quite right, we’ll do our best to make it better. This policy outlines our process for returns, refunds, and exchanges to ensure transparency and ease of use. 1. Return Eligibility To qualify for a return, items must meet the following criteria: • Return is initiated within 7 days of delivery. • Item is unused, unwashed, unaltered, and in its original condition. • All tags, labels, and packaging must be intact. • Proof of purchase (order confirmation or digital receipt) must be provided. 2. Non-Returnable Items We do not accept returns or exchanges on the following items: • Final Sale or Clearance items • Undergarments, swimwear, or socks (for hygiene reasons) • Gift cards or promotional codes • Customized or made-to-order items • Items showing visible wear, damage, or odors 3. Return Process If you wish to return an item, please contact our customer service team to initiate the return process. You can reach us by phone at 012-2021068 or by email [email protected]. Our team will guide you through the necessary steps and provide any required instructions or documentation. Please note that returns will only be accepted after prior communication with our customer service team. Items returned without prior notice may not be processed. 4. Return Shipping • If return shipping is not covered, customers are responsible for return postage. • Return items must be shipped back within 7 days of return approval. • We recommend using a trackable shipping method if returning on your own. 5. Refund Processing Once your return is received and inspected, we’ll notify you of the outcome: • Approved returns are refunded to your original payment method within 7–14 business days. • You’ll receive an email or notification through WhatsApp once your refund has been issued. • Original shipping fees are non-refundable (unless the return is due to our error or a defective item). 6. Exchanges We accept exchanges only under specific circumstances, subject to the following terms: 1. Eligibility for Exchange Exchanges are accepted only for items that are: o Defective or damaged upon arrival in original condition o Incorrect (wrong size or item shipped) in original condition 2. Time Frame Requests for exchange must be made within 3 days of receiving your order. 3. Process To request an exchange, please contact our customer service team at [email protected] with your order number, reason for exchange, and supporting photos (if applicable). Once approved, instructions will be provided. 4. No Refunds or General Exchanges We do not offer refunds or exchanges for change of mind, incorrect sizing (if the correct item was shipped), or sale items. 5. Shipping Costs Customers are responsible for return shipping costs unless the item was damaged or sent in error. 6. Final Approval All exchanges are subject to final approval upon inspection of the returned item. 7. Damaged, Incorrect, or Missing Items If you receive an item that is damaged, defective, or incorrect: • Report it within 3 days of delivery through the app or contact our support team. • We may ask for photos of the item and packaging for quality control. • We’ll offer a replacement, refund, or credit based on the situation. 8. Late or Missing Refunds If you haven’t received your refund: 1. Check your bank or card account again. 2. Contact your bank or payment provider — it may take a few days to post. 3. Still no refund? Contact our support team at [email protected] with your order details. 9. International Returns If you’re outside our primary shipping country: • Returns may require international shipping at your expense (unless the item was defective or incorrect). • Customs duties and original shipping fees are non-refundable. 10. Contact Us Need help? Our support team is here for you. Reach us through the app under Help > Contact Support Or email: [email protected]