Refund policy

Thank you for shopping at SoulWoven. We are committed to providing thoughtfully selected products and a reliable shopping experience. If you are not fully satisfied with your purchase, this Return and Refund Policy explains your available options.

1. 30-Day Return Policy

You may request a return within 30 days of the date your order is delivered.

To qualify for a return, the item must:

Be unused, unworn, and in its original condition;
Include all original packaging, accessories, tags, and components;
Be accompanied by valid proof of purchase or an order confirmation;
Be returned in a condition suitable for inspection and resale.

Returns requested after the 30-day return period may not be accepted.

2. Free Returns

SoulWoven offers free returns on eligible products within 30 days of delivery.

Before returning any item, please contact our customer support team at:

Email: support@soulwoven.website

Please include the following information:

Your full name;
Order number;
Product name;
Reason for the return;
Photos or videos if the item is damaged, defective, incomplete, or incorrect.

Our team will review your request and provide return instructions where applicable. Items returned without prior authorization may not be accepted or processed.

3. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives.

Damaged during transportation;
Defective;
Missing parts;
Significantly different from the product ordered;
Incorrect in color, style, size, or quantity.

We may ask you to provide clear photographs or videos of:

The product;
The shipping packaging;
The shipping label;
The damaged or defective area;
Any missing or incorrect components.

After reviewing your claim, we may offer an appropriate solution, including:

A replacement;
A full or partial refund;
Store credit;
Another reasonable remedy.

Please do not discard the item or its packaging until your claim has been reviewed.

4. Non-Returnable Items

The following items may not be eligible for return unless they arrive damaged, defective, or incorrect:

Personalized or customized products;
Products damaged through misuse, improper handling, or unauthorized modification;
Items showing signs of wear, installation, washing, staining, or alteration;
Products returned without their original packaging or essential components;
Gift cards or promotional credits;
Items marked as final sale, where permitted by applicable law.

This section does not limit any mandatory consumer rights available under applicable law.

5. Return Shipping

Eligible approved returns qualify for free return shipping.

Depending on your location, we may provide:

A prepaid return label;
A designated return address;
Alternative return instructions;
A refund or replacement without requiring the item to be physically returned.

You must follow the return instructions provided by our customer support team. SoulWoven is not responsible for items returned to an unauthorized address.

6. Refund Processing

Once the returned item is received and inspected, we will notify you regarding the outcome of your refund request.

If approved, the refund will be issued to your original payment method. Processing times may vary depending on your bank, credit card provider, payment processor, or financial institution.

Shipping fees are not deducted because SoulWoven provides free standard worldwide shipping. However, optional expedited shipping charges or other premium services may be non-refundable unless required by law.

7. Refund Delays

If you have not received an approved refund, please:

Review your bank or payment account;
Contact your credit card provider or payment processor;
Allow additional time for the refund to be posted;
Contact us at support@soulwoven.website if the refund remains unavailable.

8. Exchanges

We do not guarantee direct exchanges for every product or location.

Where an exchange is available, please contact us before returning the product. Depending on stock availability, we may:

Send a replacement;
Issue a refund so you may place a new order;
Offer store credit.

9. Order Cancellations

Orders may be cancelled only if they have not yet entered processing or shipment.

Please contact us as soon as possible at support@soulwoven.website. We cannot guarantee cancellation after an order has been prepared or transferred to the shipping carrier.

If cancellation is no longer possible, you may request a return after delivery in accordance with this policy.

10. Refused or Unclaimed Deliveries

If an order is refused, left unclaimed, or returned because of an incorrect or incomplete address provided by the customer, additional verification may be required before a refund or replacement is issued.

Any non-refundable carrier charges resulting from customer-provided address errors may be deducted where permitted by applicable law.