Refund Policy

Items can be returned within 30 days from the date you place your order, or 14 days from the date your item is confirmed as delivered by tracking, whichever occurs first; or for a period of time as required by applicable law. If more days have passed than defined in the preceding sentence, unfortunately, we can’t offer you a credit, refund, or exchange.

To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging, which must be in unused and new condition.

All return shipments are shipped at your own expense.

CANCELLATIONS

We are unable to offer modifications, store credit, refunds, or cancellations on any orders before they have been delivered to you except for some very specific situations. If you would like to see if you qualify for a refund before your order is shipped, please reach out to our support team (support@soulona.co) within 12 hours of the order being placed and we will do our best to accommodate your needs.

Why do we have this policy? Because few customers request modifications or cancellations, we have determined receiving products as quickly as possible is more important to our customers, and as such, we strive to submit orders through to fulfillment within 12-24 hours of an order being placed. There are also complexities associated with sourcing and shipping products from multiple suppliers and fulfillment partners, which may prohibit us from altering the fulfillment requests we submit to them.

REFUNDS

Unless otherwise stated on the product listing, refunds are only applicable on products that are defective or have been damaged, broken, or disformed due to a manufacturing error, our error or during the shipping process.

Such items must be reported through our support team (support@soulona.com) within 72 hours of delivery confirmation, including submission of images that show the defect or damage. Upon approval and at our option, we will issue a refund less shipping and handling fees or send a replacement item to you at our expense. We may require, at our option, that the defective, damaged, or disformed item to be returned.

Products that are in new condition may, at our option, and less shipping and handling fees, be exchanged for a store credit, exchanged for another product of equal or lesser value, or refunded.

Several types of goods are ineligible for store credit, exchange or refunds, and are exempt from being returned (unless required by applicable law); these include:

  • Charges for Shipping and Handling (see SHIPPING below);
  • Discounted Prices (anything less than the regular “strike-through" price) or "just pay shipping" ($0.00 + a Shipping Fee) products.
  • Gift Cards & Downloadable software products;
  • Perishable goods (such as food, coffee, seeds, flowers, etc.) cannot be returned;
  • Health, personal care, intimate or sanitary goods;
  • Hazardous materials, or flammable liquids or gases.


There are certain situations where no store credit, exchange or refunds or only partial store credit, exchange value or refunds are granted (unless required by applicable law); these include:

  • Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error;
  • Any item that is returned more than 14 days after delivery


You agree to be solely responsible for any import duties and related customs fees associated with your order, and understand that we do not offer any compensation for these fees.

SHIPPING

You will be responsible for paying for your shipping costs to return your item. For orders where you pay shipping and handling charges, these charges are non-refundable once your order has been submitted to our fulfillment partners for fulfillment. If you receive a store credit, exchange or refund, the cost of return shipping will be deducted from your refund.

For orders where you qualify for a Free Shipping Promotion (where your order receives free shipping), you agree the cost of outbound shipping and handling, and these amounts are not refundable or eligible for store credit or exchange value.

Why do we have this policy? Shipping and fulfillment costs are one of the largest costs for any small business, and we incur these costs on every order that requires a physical product to be moved from our fulfillment partners’ warehouse to your delivery address. If you change your mind, and we receive the product back in re-sellable condition, we are not eligible to recoup the original costs for delivering the order to you from the carrier.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, be advised that depending on the method of payment you used, and the bank you use, refunds can take 5 to 7 business days to credit back to you. This is not within our control, as it falls within your financial institution's policies.

If more than 7 business days have passed since you received a refund confirmation email from us, contact your financial institution for more information.

If 10 business days have passed since we issued you a refund and you have contacted your bank with no resolution, contact our support email and we'll contact our payment processor to see if we can help you.

MAKING A RETURN

If you wish to return your purchase, please email support@soulona.co , with the subject line “your last name _order number”. 

Return requests must be emailed within 30 days upon receipt of your purchase. In your email please specify the reason behind your return, as well as the merchandise style number and description of the item(s) you wish to return. Once your request has been emailed and the return is approved, Adverciety will provide you with a return form via email. Please include the return form with the package you are returning.

We do not take title to returned items until the item arrives at our or our fulfillment location as directed during your return process. We have no control over postal and courier services and cannot guarantee when we will receive your return shipment; as such we encourage you to consider using a trackable shipping service that requires a signature upon delivery, or at minimum purchase shipping insurance. At our discretion, a refund may be issued without requiring a return. In this situation, we do not take title to the refunded item.

 

GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return, minus shipping and handling charges. Once the returned item is received, a code for your gift credit will be emailed to you.

If we are unable to verify the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the original purchaser must contact us for to exercise the terms set forth herein.

 

ONCE WE RECEIVE YOUR RETURN

Once your return is received, we will send you an email to notify you that we have received your returned item(s). Once your return is inspected, we will also notify you as to the status of your qualifying store credit, qualifying exchange or qualifying refund.

If you are approved, your store credit will be issued, exchange shipped, or refund processed with a credit being automatically applied to your original method of payment, within a certain amount of days as determined by your financial institution.

 

INQUIRIES

For any questions or concerns please email support@soulona.co. Our customer service team is available all day, Monday to Friday (holiday hours may vary) and will respond to all inquiries as soon as possible.