SHOP@SOULSARA - Returns & Replacement Policy

This policy outlines the terms and conditions for returning or replacing products purchased from SHOP@SOULSARA. We understand that sometimes items may not meet your expectations, and we want to ensure that you have a hassle-free experience when returning or replacing them.

Returns Policy

Definition: “Return” is defined as the action of giving back the item purchased by the Buyer to the Seller and refund of money by the Seller to the Buyer on thewww.soulsara.shop website.

Guidelines:

1. Buyer needs to raise the return request within Five (5) days from the date of delivery, complying with the “General Terms & Conditions” stated below.
2. If the product being returned is not in accordance with the below-mentioned parameters, then the Buyer shall not be entitled to any refund of money from the Seller.

Replacement Policy

Definition:“Replacement” is defined as the action or process of replacing something in place of another. A Buyer can request for replacement whenever he is not happy with the item, the reason being damaged in shipping; defective item(s); item(s) missing; wrong item(s) shipped, and the like.

Guidelines:

1. The Buyer must notify SOUL STUDIO Pvt Ltd on contact@soulstudio.world of any defects in the product(s) at the time of delivery of the product(s) and/or within Five (5) days from the date of delivery, complying with the “General Terms & Conditions” stated below.
2. Replacement can be made for the entire product(s) or part(s) of the product subject to availability of the same with the seller.
3. In case the Seller doesn't have the product at all, the Seller can provide the refund to the Buyer and Buyer shall be obligated to accept the refund in lieu of replacement. All the product parameters shall be required to be complied with in cases of replacement (as mentioned in “General Terms & Conditions” stated below)

General Terms and Conditions:

1. All products listed under a particular category may not have the same returns/refund/replacement policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy.
2. Once Buyer has raised a return request by contacting us, the Seller while closing the return/replacement ticket can select one of the following:
   1. Replace after shipment collection - Seller has agreed to wait for the logistics team to collect the shipment from the buyer before replacing it;
   2. Refund after shipment collection - Seller has agreed to wait for the logistics team to collect the shipment from the buyer before refunding;
   3. Refund without shipment collection - Seller has agreed to refund the buyer without expecting the original shipment back;
   4. Replace without shipment collection - Seller has agreed to replace the order without expecting the original shipment back;
   5. On certain select days as specified by SOUL STUDIO Pvt Ltd on soulsara.shop (such as “The Special Offer Day / The Festive Offer Day”) separate policies may be applicable.
3. Returns Pick-Up & Processing: For return requests where the item(s) need to be picked up from a different address, please note that the pick-up service is subject to availability at the new location. During the general pick-up process, the product shall be inspected for the following conditions:

   Category	Conditions
   Correct Product	Name/UPC numbers/image/brand/item number/bar code should match and the MRP tag should be detached and visible.
   Complete Product	All in-the-box accessories (starter kits, instruction manuals), and freebies/combos (if any) should be present.
   Unused Product / Undamaged Product	The product should be unused, unwashed, unsoiled, without any stains, and with non-tampered quality check seals/return tags.
   Undamaged Packaging	The product’s original packaging/ box should be undamaged.

4. Following products shall not be eligible under this Policy:
   • Products that have been damaged due to misuse.
   • Any consumable item which has been used/installed/consumed;
   • Products with tampered or missing serial/UPC numbers;
   • Any damage/defect which is not covered under the manufacturer's warranty;
   • Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered;
   • Any customized product 'made to order' upon customer's request.
   • Products marked as "non-returnable" on the product detail page cannot be returned. However, if you've received a non-returnable product in a damaged/defective condition, you can contact us within 5 days from the delivery of the product.
   • Products may be eligible for replacement only if the same seller has the exact same item in stock.
   • If the replacement request is placed and the seller does not have the exact same product in stock, a refund would be issued to you.
5. The Buyer must review the listing before making the purchase decision. In case the Buyer orders the wrong item, the Buyer shall not be entitled to any return/replacement.
6. Seller can always accept the return irrespective of the policy. In such case, the Buyer will have to return the product and then the refund/replacement shall be processed for the Buyer.
7. If Seller disagrees with a return request, Buyer can raise a dispute by writing to contact@soulstudio.world. If the Seller does not respond to the Buyer's return/replacement request, within three (3) days from the date of the return/replacement request placed by the Buyer, the refund shall be processed in favor of the or of Buyer and Seller shall be liable to refund the amount paid to the Buyer.
8. All shipping and other return/replacement charges shall be borne and incurred by the Seller.
9. With regard to the items marked as:

   - 10 Days Replacement

   The item is eligible for a free replacement, within 10 days of delivery, in the unlikely event of the damaged, defective or different item delivered to the Buyer.

   Please keep the item in its original condition, with brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up.

   - Non-Returnable

   The item is non-returnable due to hygiene and consumable nature of the product. However, in the unlikely event of the damaged, defective or different item being delivered to you, we will provide a full refund or free replacement as applicable.

   We may contact you to ascertain the damage or defect in the product prior to issuing a refund/replacement.

10. SOULSARA's returns and exchange policy gives you the option to return or exchange items purchased on SHOP@SOULSARA for any reason within the specified return/exchange period (check the product details page for the same). You are welcome to try on a product but please take adequate measures to preserve its condition. There are two ways to return the product to us:
    1. Pick up: In most locations, we offer a pick-up service. You will see a pickup option when you submit a return request & the associated price for it, if any.
    2. Self-Ship: If we don't offer a pick-up at your location. In such cases, we will credit the shipping costs in the form of SOULSARA credits provided the product meets the return policy and you have shared a scan copy of the courier receipt with us.
11. During Pick Up, our delivery agent may do a quality check on the return. If the picked-up product does not pass the quality check, the item will not be picked up. If you choose to exchange the item for a mismatch of size or receipt of a defective item, you will be provided with a replacement of the item. However, all exchanges are subject to stock availability and subject to your address being serviceable for an exchange. If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you.
    1. If you choose to exchange the item purchased by you on SHOP@SOULSARA within the specified exchange period for the same size or different size of the same style, you will be provided with a replacement of the item. The additional cost for exchange (if applicable) will be displayed while requesting exchange on the manage order section.
    2. Net amount paid by you (excluding instant cashback/discount) to purchase the original item will be considered to calculate the difference in the amount of original and exchanged item which will be payable by you or refundable by SHOP@SOULSARA as the case may be, for an exchange.
12. Exchanges are only allowed for pin codes that are serviceable for an exchange.
13. Items cannot be exchanged for multiple products and you are allowed to select a single item for exchange. While customers can exchange multiple items at a time by initiating separate exchange requests for each of the items.
14. Non- returnable products/categories cannot be exchanged.
15. SOUL STUDIO Pvt Ltd shall reserve the right to restrict the exchange of the items purchased on SHOP@SOULSARA if a customer in any way breaches or misuse this policy, as determined in the company’s sole discretion.In case you have purchased an item that has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well.
16. SHOP@SOULSARA will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, SHOP@SOULSARA would not be accountable for the misplacement or replacement of the product and is not responsible for its delivery back to the User.
17. If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you have your shipment insured against loss/damage with the carrier.
18. You can return products purchased from SHOP@SOULSARA within the specified return/exchange period (check the product details page for the same), except for our non-returnable products and high-value products which can only be returned for a limited number of days.
    1. Create a 'Return Request' under the “My Orders” section of Website/M-site. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us based on the return mode.
    2. We offer pick-up facilities in selected locations based on our courier serviceability.
    3. If the reverse pick-up option is not available at your location you can self-ship the product to us
    4. Pick-up: If you select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags are intact.Keep the packet ready and open to expedite the return pickup. Our pick-up partner may initially examine the product at the time of pickup and a further quality check of the product will be conducted at the Seller’s Returns Desk.
    5. Self-ship: In case your area pin code is not eligible for “Pick-up” mode then, please self-ship the product to our Returns desk.Please pack the product and ensure the product is unused, unwashed and all the tags are intact.Also, please mention Order No and Return id on a piece of paper and place it in the packet. Kindly address the package to the address sent to you by email to your registered email id, on making the request for return.
    6. We will send you a confirmation email as soon as we receive the shipment at our warehouse. At any time, you can track the status of your return request on Website/M- site.

NOTE: NO PRODUCTS SHALL BE ACCEPTED IF THE ANY INFORMATIONAL MATERIAL IN THE ORIGINAL SHIPMENT IS MISSING WHILE RETURN OR EXCHANGE OF THE PRODUCTS.