Refund, Return & Cancellation Policy

Soul Wear Returns & Exchanges

If you would like to request a return or exchange for an eligible Soul Wear product, please contact us within 10 days of delivery.

To be eligible, the product should be unused, unworn, unwashed and returned in its original condition with any original tags, packaging or accessories supplied with the product, where applicable.

Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, or different from the product you ordered, please contact us within 10 days of delivery.

Please provide your order details along with clear photographs or other reasonable information showing the issue so that we can review the request.

Once the issue has been verified, we may offer an appropriate replacement, exchange or refund depending on the circumstances and product availability.

Size & Colour Exchanges

If you ordered an incorrect size or would like another available size or colour, you may request an exchange within 10 days of delivery.

Exchanges are subject to product and variant availability and the returned product meeting the eligibility conditions stated in this policy.

Where the correct product and selected variant were originally delivered, the customer may be responsible for applicable return and re-shipping charges associated with the exchange.

Minor differences in colour caused solely by screen settings, display calibration or lighting may not necessarily be considered a product defect.

Change of Mind

Returns solely because of a change of mind may not always be accepted.

If you contact us within 10 days of delivery, we may review the request based on the condition of the product and the circumstances of the order.

Any approved return must satisfy the return eligibility conditions described in this policy. Return shipping charges may be borne by the customer where the product itself is not damaged, defective or incorrect.

Products Not Eligible for Return

Unless required otherwise by applicable law, a return or exchange may be declined where:

• The request is made after the applicable 10-day period
• The product has been worn, washed, used or altered
• The product has been damaged after delivery
• Original tags or relevant packaging have been removed or are missing
• The product is returned in an unsanitary or materially changed condition
• The product was customized or personalized specifically for the customer
• The returned product does not reasonably match the item originally supplied

These conditions do not limit any consumer rights that cannot legally be excluded.

Cancelling a Soul Wear Order

If you wish to cancel a Soul Wear order, please contact us as soon as possible after placing it.

If the order has not yet been processed or dispatched, we may be able to cancel it and initiate an applicable refund.

Once an order has been dispatched, cancellation may no longer be possible. After delivery, any eligible request will instead be handled according to the return and exchange conditions in this policy.

Personalized Digital Services

Made for You products and services may include custom songs, videos, stories and other personalized creative experiences. They may be created using information, names, photographs, stories, messages, preferences or other details supplied by the customer.

Because these products are created specifically for an individual customer, they cannot generally be treated in the same manner as standard returnable physical products.

Cancelling a Personalized Order

If you wish to cancel a personalized Made for You order, please contact us as soon as possible after placing the order.

If creative work has not yet started, we may be able to cancel the order and issue an applicable refund, subject to any non-refundable costs already incurred where applicable.

Once work has started, any refund may depend on the amount of work already completed and costs already incurred.

Where substantial personalized work has already been completed, the order may be non-refundable except where otherwise required by applicable law.

Completed & Delivered Digital Orders

Once personalized digital content has been completed and delivered, refunds will generally not be available solely because of a change of mind or subjective creative preference.

However, if the delivered content contains a significant error compared with the information or requirements accepted for the order, please contact us so that we can review the issue.

Revisions & Customer Information

Where revisions are included with a particular personalized service or package, they will be handled according to the scope communicated for that order.

Customers are responsible for checking names, spellings, dates, photographs, stories and other information they provide when submitting a personalized request.

If incorrect information supplied by the customer is reproduced correctly in the delivered content, subsequent changes may be treated as additional revisions rather than an error by Soul Relaxation.

Requests that substantially change the original brief, recipient, occasion, story, style or other agreed requirements may involve additional work and an additional charge.

Memberships & Other Digital Products

Soul Relaxation may offer memberships, subscriptions, digital content, downloads or other paid digital services.

Because digital products and services cannot be physically returned, traditional physical-product return procedures do not apply to them.

Additional cancellation, refund or renewal conditions applicable to a particular membership, subscription or digital product may be displayed at the time of purchase and will apply alongside this policy, subject to applicable law.

When We May Cancel an Order

In some circumstances, Soul Relaxation may need to decline or cancel an order.

This may occur where:

• A product becomes unavailable or cannot reasonably be fulfilled
• Required customer information is not provided
• A payment cannot be verified or is unsuccessful
• An order involves unlawful or prohibited activity or material
• A request infringes or appears to infringe the rights of another person
• A significant technical, inventory or pricing error affects the order
• Shipping or fulfilment is not reasonably possible
• Other exceptional circumstances prevent fulfilment

If we cancel a paid order before the relevant product or service has been provided, any applicable refund will be handled according to the circumstances and applicable law.

Duplicate, Incorrect or Failed Payments

If you believe you were charged more than once for the same order or that an incorrect payment was processed, please contact us with the relevant order and transaction details.

Once verified, any amount confirmed to have been incorrectly or additionally charged will be handled appropriately, including a refund where applicable.

A failed payment may occasionally appear as pending or temporarily deducted by a bank or payment provider. Such transactions may be automatically reversed by the relevant financial institution, and processing times may vary.

Refund Processing

Once a refund has been approved, it will normally be initiated through the original payment method where reasonably possible.

The time required for an initiated refund to appear in your account may vary depending on your bank, card issuer, payment provider or other financial institution.

Soul Relaxation cannot control processing delays that occur after a refund has been successfully initiated through the relevant payment system.

Consumer Rights

Nothing in this policy is intended to remove or restrict any consumer rights that cannot legally be excluded under applicable law.

Where applicable law provides a customer with rights that conflict with a provision of this policy, those legal rights will continue to apply.

Changes to This Policy

We may update this Refund, Return & Cancellation Policy as our products, services, fulfilment processes or payment methods evolve.

The latest version will be published on this page with an updated revision date.