Return & Refund
At Soully, we are committed to ensuring your satisfaction with our premium products. Please read our Return & Refund Policy carefully.
Eligibility for Return:
● Due to the perishable nature of many of our products, we generally do not accept returns unless the item received is damaged, defective, or incorrect.
● A product will be considered "defective" if it is found to be unfit for consumption, beyond its stated expiry date upon delivery, or if the safety seal is broken upon receipt.
● Any claim for damage, defect, or incorrect item must be reported to us within 24 hours of delivery. Please retain all original packaging and proof of purchase.
● Products must be unopened and in their original condition to be eligible for return, unless the defect or damage makes it impossible to return in such a state.
How to Initiate a Return:
- Contact our customer service team immediately at +91-9714941494 or email us at feedbacks@soullyfoods.com within the 24-hour window.
- Provide your order number, a clear description of the issue, and photographic evidence (if applicable) of the damaged, defective, or incorrect item.
- Our team will review your request and guide you through the next steps.
Risk of Loss During Return:
● The customer bears the risk of loss or damage to items being returned until they are safely received and inspected by Soully. We recommend using a trackable shipping service for returns.
Handling of Non-Eligible Returns:
● If an item is returned to us that does not meet the eligibility criteria outlined in this policy (e.g., beyond the 24-hour window, not defective as defined, opened without a valid reason), it will not be eligible for a refund. Such items may be returned to the customer at their expense, or disposed of at Soully discretion if return shipping is not arranged by the customer within a reasonable timeframe (e.g., 7 days).
Refunds:
● Once your return request is approved and the item is received and inspected by us, we will initiate a refund to your original method of payment.
● Refunds will be processed within 7-10 business days after the approval of your request.
● Please note that original shipping charges are non-refundable, except in cases where the return is due to a verifiable defect or error on our part.
Cancellation Policy:
● Orders can be cancelled only if they have not yet been dispatched from our facility.
● To cancel an order, please contact us immediately at +91 9714941494
If the order has already been dispatched, it cannot be cancelled, and our standard Return Policy (for damaged/defective items) will apply.