Definitions and Key Terms
To help explain things as clearly as possible in this Return & Refund Policy, every time any of these terms are referenced, they are strictly defined as:
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Company: When this policy mentions "Company," "we," "us," or "our," it refers to SOULLA, responsible for your information under this Return & Refund Policy.
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Customer: Refers to the company, organization, or person that signs up to use SOULLA services to manage relationships with consumers or service users.
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Device: Any internet-connected device such as a phone, tablet, computer, or any other device that can be used to visit www.soulla.in and use the services.
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Service: Refers to the service provided by SOULLA as described on this platform.
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Website: SOULLA's site, which can be accessed via www.soulla.in.
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You: A person or entity that is registered with SOULLA to use the Services.
Return & Refund Policy
Thanks for shopping at Soulla. We appreciate that you like to buy the products we create. We also want to ensure you have a rewarding experience while exploring, evaluating, and purchasing from us.
As with any shopping experience, certain terms and conditions apply to transactions at Soulla. By placing an order or making a purchase, you agree to the terms set forth below.
If there is something wrong with the product/service you bought, or if you are not happy with it, we will not be able to issue a refund for your item.
Refunds
We at Soulla strive to serve our customers with the best products. Every product is thoroughly inspected, checked for defects, and packaged with utmost care. However, there may be times when we are unable to fulfil your order due to stock unavailability or quality issues. In such cases, we may have to cancel your order. You will be informed in advance, and if you have made an online payment, you will receive a refund after our team confirms the cancellation.
Important Notes:
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We conduct thorough quality checks before shipping.
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Our packaging ensures the items remain undamaged during transit. However, Soulla is not liable for damages occurring during transit or transportation.
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We use only reliable courier services for delivery.
Our Refund & Return Policies:
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We DO NOT allow returns on sold products, whether purchased online or in retail outlets.
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We DO NOT accept returned goods to ensure that customers always receive new and high-quality products.
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Refunds are NOT provided for any purchases, whether online or in retail stores.
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We DO NOT encourage exchanges of our products.
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We DO NOT engage in reselling used products to maintain high-quality standards.
Cancellation Policy
This cancellation policy outlines how you can cancel or seek a refund for a product/service that you have purchased through the Platform. Under this policy:
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Cancellations will only be considered if the request is made within 1 day of placing the order. However, cancellation requests may not be entertained if the order has already been processed, shipped, or is out for delivery. In such cases, you may choose to reject the product at the doorstep in case of COD.
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In case of receipt of damaged or defective items, please report to our customer service team within 4 days of receipt. The request will be reviewed and determined by the seller/merchant on the platform before a decision is made.
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If you feel that the product received is not as shown on the site or as per your expectations, you must notify customer service within 4 days of receiving the product. Our team will investigate and take an appropriate decision.
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For complaints regarding products with manufacturer warranties, please refer the issue to the manufacturer.
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In case of any refunds approved by SOULLA, the refund process will be completed within 7-10 days.
Checklist for Refund:
Refund Eligibility & Process
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Refunds are only applicable if SOULLA cancels the order due to stock unavailability or quality concerns.
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Refunds will be processed for online payments once our team confirms the request.
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If eligible, refunds will be credited to the original payment method within 7-10 business days.
Non-Refundable & Non-Cancellable Products/Services
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Customized or personalized items cannot be refunded or cancelled.
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Gift cards or promotional items are non-refundable.
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Products damaged during transit are not eligible for a refund.
Cancellation Procedures & Fees
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We DO NOT support cancellations, as our system is automated, and orders are immediately processed by our fulfilment team.
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Orders already shipped cannot be cancelled, returned, or refunded.
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If you experience any issues, please contact our Support Team immediately.
For National Orders:
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No exchanges or returns are supported.
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No cancellations once the order is processed.
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Orders in shipping cannot be cancelled, returned, or refunded.
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If you face any issues, please reach out to our Support Team for assistance.
Your Consent
By using our website, registering an account, or making a purchase, you hereby consent to our Return & Refund Policy and agree to its terms.
Changes to Our Return & Refund Policy
We may update, amend, or make changes to this policy to reflect our services and policies accurately. Unless otherwise required by law, such changes will be posted here. If you continue to use our services after updates, you agree to the revised policy. If you disagree, you may delete your account.
For any further questions or concerns, please contact our Support Team at info.soulla@gmail.com.
