1. Introduction

At Soulful Threads, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations, and we are committed to making the return and refund process as simple and hassle-free as possible.

This Return & Refund Policy outlines the conditions, procedures, and timelines for returns, exchanges, and refunds. Please read this policy carefully before making a purchase.

If you have any questions, please contact us at returns@soulfulthreads.in.

2. Our Return Promise

We stand behind the quality of our products. If you are not satisfied with your purchase, you may return eligible items within 7 days of delivery, subject to the terms outlined in this policy.

Our Commitment:

• Hassle-free returns for eligible products
• Quick refund processing
• Transparent communication throughout the process
• Fair and consistent policy application

3. Return Eligibility

3.1 Products Eligible for Return

You may return products under the following circumstances:

3.2 Conditions for Return

For a return to be accepted, the product must meet ALL of the following conditions:

Product Condition:

• ✅ Unused and unworn
• ✅ Unwashed and unaltered
• ✅ In original condition with all tags attached
• ✅ In original packaging (if applicable)
• ✅ Free from stains, odors, perfume, or deodorant marks
• ✅ With all accessories, freebies, and components included

Documentation:

• ✅ Original invoice or order confirmation
• ✅ Return request submitted within the specified timeframe
• ✅ Photos of the product (for damaged/defective items)

3.3 Products NOT Eligible for Return

The following items cannot be returned or exchanged:

3.4 Sale and Discounted Items

• Items purchased during sales or with discount codes are eligible for return only if damaged or defective
• Change of mind returns are not accepted for sale items
• Final sale items are non-returnable under any circumstances

4. Return Process

4.1 Step-by-Step Return Procedure

Step 1: Initiate Return Request

Contact us within the eligible timeframe through any of these methods:

• Email: returns@soulfulthreads.in
• Phone: [Customer Service Number]
• Website: Log in to your account > Orders > Select Order > Request Return
• WhatsApp: [WhatsApp Number]

Step 2: Provide Required Information

Include the following details in your return request:

- Order Number
- Product Name and SKU
- Reason for Return
- Detailed Description of Issue
- Photos (for damaged/defective products)
- Preferred Resolution (Refund/Exchange/Store Credit)

Step 3: Wait for Approval

• Our team will review your request within 24-48 hours
• You will receive an email with approval status
• If approved, you will receive return instructions and shipping label (if applicable)

Step 4: Pack the Product

• Pack the product securely in original packaging
• Include all tags, accessories, and components
• Attach the return shipping label (if provided)
• Include a copy of the invoice

Step 5: Ship the Product

• Schedule a pickup (if available in your area)
• Or drop off at the nearest courier partner location
• Keep the courier receipt and tracking number

Step 6: Quality Check

• Once received, our team will inspect the product
• Quality check takes 2-3 business days
• You will be notified of the inspection result

Step 7: Refund/Exchange Processing

• If approved, refund or exchange will be processed
• You will receive confirmation email with details

4.2 Return Request Form

For your convenience, use this format when requesting a return:

RETURN REQUEST FORM

Order Number: _______________
Order Date: _______________
Delivery Date: _______________

Customer Name: _______________
Email: _______________
Phone: _______________

Product Details:
- Product Name: _______________
- Size: _______________
- Color: _______________
- Quantity: _______________

Reason for Return:
[ ] Damaged Product
[ ] Defective Product
[ ] Wrong Product Received
[ ] Size Issue
[ ] Not as Described
[ ] Change of Mind
[ ] Other: _______________

Detailed Description:
_________________________________
_________________________________

Preferred Resolution:
[ ] Refund to Original Payment Method
[ ] Store Credit
[ ] Exchange (specify size/color): _______________

Attachments:
[ ] Photos of Product
[ ] Photos of Packaging
[ ] Invoice Copy

5. Return Shipping

5.1 Who Pays for Return Shipping?

5.2 Return Shipping Charges

When the customer is responsible for return shipping:

Note: Return shipping charges will be deducted from the refund amount.

5.3 Return Pickup Service

Pickup Available Areas:

• Most metro cities
• Select tier 2 cities
• Check availability with our customer service

Pickup Process:

1. Our courier partner will contact you to schedule pickup
2. Keep the package ready with all items and documents
3. Collect the receipt from the courier executive
4. Track the return shipment

Self-Ship Option:
If pickup is not available in your area:

1. Ship the product to our return address
2. Use a reputable courier service with tracking
3. Share the tracking details with us
4. Keep the courier receipt as proof

Return Address:

Soulful Threads - Returns Department
[Complete Warehouse Address]
[City, State, PIN Code]
India
Contact: [Phone Number]

5.4 Return Shipping Guidelines

Do’s:

• ✅ Use sturdy packaging
• ✅ Wrap products in plastic to prevent water damage
• ✅ Include all original packaging materials
• ✅ Secure the package with adequate tape
• ✅ Keep courier receipt and tracking number

Don’ts:

• ❌ Do not ship without tracking
• ❌ Do not use damaged boxes
• ❌ Do not ship COD (Cash on Delivery)
• ❌ Do not send multiple orders in one package
• ❌ Do not include items not part of the return

6. Refund Policy

6.1 Refund Eligibility

Refunds are processed for:

• Approved returns after quality check
• Order cancellations (before dispatch)
• Undelivered orders returned to us
• Payment failures where amount was debited
• Duplicate payments

6.2 Refund Amount

Deductions (if applicable):

• Return shipping charges (for customer-initiated returns)
• COD convenience fee (non-refundable)
• Discount amount (if product was purchased with a coupon)

6.3 Refund Methods

Note: Refunds can only be processed to the original payment method used for the purchase.

6.4 Refund Timeline

Timeline Notes:

• Processing time starts after quality check approval
• Bank processing times may vary
• Weekends and holidays are not counted
• International cards may take longer

6.5 Refund Status Tracking

Track your refund status:

1. Log in to your account at soulfulthreads.in
2. Go to My Orders
3. Select the returned order
4. View refund status and details

Or contact us at refunds@soulfulthreads.in with your order number.

6.6 Refund Not Received?

If you haven’t received your refund within the expected timeline:

1. Check your bank account/card statement – Refund may be credited with a different description
2. Contact your bank – Ask about pending credits
3. Check original payment method – Ensure it’s active
4. Contact us – Email refunds@soulfulthreads.in with:
   • Order number
   • Return approval date
   • Bank account details (last 4 digits)
   • Screenshot of bank statement (if available)

We will investigate and resolve within 3-5 business days.

7. Exchange Policy

7.1 Exchange Eligibility

Exchanges are available for:

• Size exchanges (same product, different size)
• Color exchanges (same product, different color)
• Product exchanges (different product of equal or higher value)

7.2 Exchange Process

Step 1: Request exchange within 7 days of delivery

Step 2: Specify the desired:

• New size
• New color
• Alternative product

Step 3: We will check availability and confirm

Step 4: Return the original product

Step 5: Once received and approved, new product will be shipped

7.3 Exchange Scenarios

7.4 Exchange Shipping

7.5 Exchange Timeline

Total Estimated Time: 10-20 business days

8. Store Credit

8.1 What is Store Credit?

Store Credit is a credit balance added to your Soulful Threads account that can be used for future purchases.

8.2 When is Store Credit Issued?

• As an alternative to refund (by customer choice)
• For returns of gift items
• As compensation for inconvenience
• During promotional periods
• When original payment method is unavailable

8.3 Store Credit Benefits

8.4 How to Use Store Credit

1. Add products to cart
2. Proceed to checkout
3. Apply store credit in the payment section
4. Pay remaining amount (if any) through other methods

8.5 Store Credit Terms

• Store credit can be used for any product on the Website
• Partial use is allowed; remaining balance stays in account
• Cannot be converted to cash
• Cannot be used for COD orders
• One store credit code per order

9. Damaged or Defective Products

9.1 Definition

Damaged Product:

• Physical damage visible on the product
• Damage caused during shipping/handling
• Torn, stained, or broken items
• Packaging damage that affected the product

Defective Product:

• Manufacturing defects
• Stitching issues
• Color bleeding or fading
• Fabric flaws
• Zipper or button malfunction
• Missing components

9.2 Reporting Damaged/Defective Products

Timeframe: Report within 48 hours of delivery for damaged products; 7 days for defects.

Required Information:

1. Order number and delivery date
2. Clear photos showing the damage/defect
3. Photo of the product with tags visible
4. Photo of the packaging (for shipping damage)
5. Brief description of the issue

Email to: damaged@soulfulthreads.in

9.3 Resolution Options

For damaged or defective products, you can choose:

9.4 Inspection and Verification

• We may request additional photos or videos
• In some cases, we may arrange inspection before pickup
• Products will be inspected upon receipt
• Refund/replacement processed within 2-3 days of inspection

9.5 Damage During Return Shipping

• Pack products securely to prevent damage during return
• We are not responsible for damage during return transit (self-shipped)
• Use our pickup service when available for safe returns
• If product is damaged during return, refund may be adjusted

10. Wrong Product Received

10.1 Definition

Wrong product received includes:

• Different product than ordered
• Different size than ordered
• Different color than ordered
• Different quantity than ordered
• Missing items from order

10.2 Reporting Wrong Product

Timeframe: Report within 48 hours of delivery

Required Information:

1. Order number
2. Photo of product received
3. Photo of shipping label
4. Photo of invoice
5. Description of what was ordered vs. received

Email to: orders@soulfulthreads.in

10.3 Resolution

Timeline:

• Correct product shipped within 24-48 hours of verification
• Return pickup scheduled simultaneously
• No additional charges to customer

11. Order Cancellation

11.1 Cancellation by Customer

Before Dispatch:

• Cancel anytime before the order is shipped
• Full refund will be processed
• No cancellation charges

After Dispatch:

• Order cannot be cancelled
• Refuse delivery or return after receiving
• Standard return policy applies

11.2 How to Cancel

1. Log in to your account
2. Go to My Orders
3. Select the order you wish to cancel
4. Click Cancel Order
5. Select reason for cancellation
6. Confirm cancellation

Or contact us at orders@soulfulthreads.in

11.3 Cancellation by Soulful Threads

We may cancel orders due to:

• Product unavailability
• Pricing errors
• Suspected fraudulent activity
• Payment verification failure
• Shipping restrictions
• Force majeure events

In such cases:

• You will be notified via email and SMS
• Full refund will be processed automatically
• No action required from your end

11.4 Partial Cancellation

• You can cancel individual items from a multi-item order
• Remaining items will be shipped as planned
• Refund for cancelled items will be processed

12. Non-Delivery and Lost Shipments

12.1 Non-Delivery Scenarios

12.2 Lost Shipments

If your order is lost in transit:

1. Wait for estimated delivery date to pass
2. Check tracking for last update
3. Contact us if no update for 5+ days
4. We will investigate with courier partner
5. If confirmed lost, we will reship or refund

Timeline: Investigation takes 5-10 business days

12.3 Shipment Returned to Sender

If shipment is returned to us:

13. Special Circumstances

13.1 Gift Orders

If you received a product as a gift:

• You may return for store credit or exchange
• Refund will be issued as store credit
• Original purchaser will not be notified
• Contact us with any gift receipt or order details

13.2 Bulk Orders

For bulk orders (5+ items):

• Contact us before placing order for special arrangements
• Custom return policy may apply
• Dedicated support for bulk order returns

13.3 International Orders

For international orders (if applicable):

• Return shipping is the customer’s responsibility
• Customer bears customs duties on returns
• Refund will be in original currency
• Processing time may be longer

13.4 Festival/Sale Period Returns

During high-volume periods:

• Return processing may take additional 3-5 days
• Please be patient; all returns will be processed
• Priority given to damaged/defective products

14. Quality Check Process

14.1 What We Check

When we receive your return, we verify:

• Product matches the return request
• Product is unused and unworn
• All tags are attached
• Original packaging is intact
• No damage, stains, or alterations
• All accessories and components included

14.2 Quality Check Outcomes

14.3 Rejected Returns

Returns may be rejected if:

• Product is used, washed, or altered
• Tags are removed or damaged
• Product has stains, odors, or damage
• Product is different from what was sent
• Return is outside the eligible timeframe
• Product falls under non-returnable category

If Return is Rejected:

• We will notify you via email with photos
• Product will be shipped back to you
• You will bear the shipping cost
• You may dispute by contacting customer service

15. Dispute Resolution

15.1 If You Disagree with Our Decision

If you disagree with a return rejection or refund amount:

1. Reply to the notification email with your concerns
2. Provide additional evidence (photos, videos, etc.)
3. Our senior team will review within 3-5 business days
4. We will provide a final decision via email

15.2 Escalation

If still unsatisfied:

1. Email our Grievance Officer at grievance@soulfulthreads.in
2. Include all previous correspondence
3. We will respond within 48 hours
4. Resolution provided within 15 days

15.3 Consumer Rights

Nothing in this policy limits your rights under:

• Consumer Protection Act, 2019
• E-Commerce Rules, 2020
• Other applicable consumer protection laws

16. Frequently Asked Questions (FAQs)

General Returns

Q: How long do I have to return a product?
A: You have 7 days from the delivery date to initiate a return.

Q: Can I return a product without the original packaging?
A: Original packaging is preferred but not mandatory. However, the product must have all tags attached.

Q: What if I lost the invoice?
A: You can download the invoice from your account or request a copy from us.

Refunds

Q: How long does the refund take?
A: Refunds are processed within 5-10 business days after quality check approval.

Q: Will I get a refund for shipping charges?
A: Original shipping charges are refunded only if the return is due to our error (damaged/defective/wrong product).

Q: Can I get a refund to a different payment method?
A: No, refunds are processed to the original payment method only.

Exchanges

Q: Can I exchange for a different product?
A: Yes, you can exchange for any product of equal or higher value. Price difference must be paid.

Q: What if my desired size is out of stock?
A: We will notify you when it’s back in stock or offer a full refund.

Damaged Products

Q: What should I do if I receive a damaged product?
A: Report within 48 hours with photos. We will arrange pickup and send a replacement or refund.

Q: Should I accept a damaged package from the courier?
A: No, you can refuse delivery if the package is visibly damaged. Note the damage on the delivery receipt.

17. Contact Us

For any questions or concerns regarding returns and refunds, please contact us:

Returns & Exchanges:

• Email: returns@soulfulthreads.in
• Subject Line: Return Request – [Order Number]

Refund Inquiries:

• Email: refunds@soulfulthreads.in
• Subject Line: Refund Status – [Order Number]

Damaged/Defective Products:

• Email: damaged@soulfulthreads.in
• Subject Line: Damaged Product – [Order Number]

General Customer Support:

• Email: support@soulfulthreads.in
• Phone: [Customer Service Number]
• WhatsApp: [WhatsApp Number]
• Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST

Grievance Officer:

• Name: [Grievance Officer Name]
• Email: grievance@soulfulthreads.in
• Phone: [Phone Number]

Mailing Address:

Soulful Threads - Customer Service
[Complete Address]
[City, State, PIN Code]
India

18. Policy Updates

We may update this Return & Refund Policy from time to time. Changes will be posted on this page with an updated “Last Updated” date.

• Material changes will be communicated via email
• Continued use of our Website after changes constitutes acceptance
• Please review this policy periodically

Quick Reference Guide

This Return & Refund Policy was last updated on [Insert Date].

Thank you for shopping with Soulful Threads!

We value your trust and are committed to ensuring your complete satisfaction.