Return & Refund Policy – Soulaya™️
We operate a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags attached and in its original packaging. You will also need the receipt or proof of purchase.
To make a return, you can contact us at the following address: serviceclient.services12@gmail.com . Please note that returns must be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send your package. Items returned without a prior return request will not be accepted.
You can always contact us with any questions regarding returns at serviceclient.services12@gmail.com .
Damages and problems
Please inspect your order upon receipt and contact us immediately if the item is faulty, damaged, or if you have received the wrong item, so that we can assess the problem and resolve it.
Exceptions or non-returnable items
Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom-made products (like special orders or personalized items), and personal care products (like beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please feel free to contact us with any questions or concerns about a specific item.
Unfortunately, we do not accept returns of promotional items or gift cards.
Exchanges
The quickest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for a new item.
14-day cooling-off period in the European Union
Notwithstanding the foregoing, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing a reason. As above, your item must be in the same condition as when you received it, unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you as soon as we have received and inspected your return, and we will let you know whether the refund has been approved or not. If the refund is approved, you will automatically be refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 working days have passed since your return was approved, please contact us at serviceclient.services12@gmail.com.
🌸 Return & Refund Policy – Soulaya™️
At Soulaya ™️, customer satisfaction is our top priority 💕.
We make every effort to ensure that you are completely satisfied with every order. However, if an item does not meet your expectations, you have simple and clear conditions for returning it or requesting a refund.
✅ Return Conditions
- Time limit : You have 14 days from the date of receipt of your order to make a return request.
- Product condition: Items must be returned new, unworn, unwashed and in their original packaging with all tags intact.
- Proof of purchase: an order number or invoice will be required to validate the return.
💳 Refund terms
- Processing: Once the return has been received and inspected, we will notify you by email of the approval or rejection of your refund.
- Timeframe: If approved, the refund will be issued within 5 to 10 business days to the original payment method (credit card, PayPal, etc.).
- Return costs: unless the error is ours (defective or incorrect item), the return costs are the responsibility of the customer.
🔄 Exchanges
Currently, we do not offer direct exchanges.
If you would like a different size or model, simply:
- Return to the original article.
- Place a new order with the desired item.
❓ FAQ – Your Frequently Asked Questions
1. Can I exchange an item?
No, we do not offer direct exchanges. We invite you to return the item and place a new order.
2. When will I receive my refund ?
Once your return has been received and validated, the refund is processed within 5 to 10 business days.
3. Are return shipping costs free?
Return shipping costs are the responsibility of the customer, except in the case of an error on our part (wrong item received, defective product).
4. How do I initiate a return request?
Simply write to us via our contact form or to the email address indicated on our website with your order number.
✨ Thank you for your trust! At Soulaya™️, we want every experience to be gentle, simple and enjoyable.