Return & Refund Policy for Soulful

1. Overview

At Soulful, we strive to ensure that your orders are packed securely and reach you in perfect condition. However, we understand that incidents can occur during transit. This policy outlines the specific conditions under which we offer replacements or refunds.

Please note: We do not offer returns or refunds for “change of mind” or buyer’s remorse. Refunds and replacements are strictly limited to items that arrive broken, destroyed, or are officially declared lost in transit.

2. Eligibility for a Refund or Replacement

You are eligible to request a refund or a replacement item only under the following circumstances:

• Damaged or Destroyed Items: The product arrived physically broken, leaking, or otherwise destroyed and unusable.

• Lost Parcels: The parcel has been confirmed as lost in transit by J&T Express and has not been marked as “Delivered” on the tracking system after an unreasonable amount of time.

3. Mandatory Proof of Damage

To qualify for a replacement or refund for damaged goods, you must submit clear proof of the damage. Because we must file claims with our courier partner, we require strict documentation.

When submitting your claim, you must provide:

1. Photographic Evidence: Clear photos of the damaged item(s).

2. Packaging Photos: Photos of the external shipping box or flyer, the internal bubble wrap/packaging, and the visible airway bill (consignment note) attached to the parcel.

3. Unboxing Video (Highly Recommended): An unedited video showing the opening of the sealed parcel and the discovery of the damaged item. This is the strongest proof and drastically speeds up the approval process.

Claims submitted without adequate photographic or video proof of the damaged item and its original packaging will be automatically rejected.

4. How to Submit a Claim

If your order arrives damaged, you must report it to us within 3 days of the delivery date as recorded by J&T Express.

1. Contact our customer support team at soulful.global@gmail.com or +603-89402621.

2. Include your Order Number in the subject line or opening message.

3. Attach all required proof (photos/videos of the item, packaging, and airway bill).

4. State clearly whether you are requesting a replacement or a refund.

5. Processing Your Resolution

Once we receive your claim and evidence, our team will review the documentation within 1 to 3 business days.

• If Approved for a Replacement: We will dispatch a new item to you via J&T Express at no additional shipping cost. We will provide you with a new tracking number.

• If Approved for a Refund: We will initiate a refund. Depending on the payment method used via Billplz, refunds may be credited back to your original payment method or securely transferred to your designated bank account. Please allow up to [Insert Number] business days for the funds to reflect in your account.

6. Exceptions / Non-Refundable Situations

We will not issue a refund or replacement if:

• The item was damaged due to customer misuse, mishandling, or improper storage after delivery.

• The claim is filed outside the designated reporting window.

• The customer simply changed their mind or ordered the wrong item by mistake.

• The parcel was marked as “Delivered” by the courier to the correct address provided at checkout, but the customer claims they did not receive it (in this case, we will assist you in lodging a direct dispute with J&T Express).