Refund Policy

We take quality seriously at every step. If your order doesn't reach you as it should, we are committed to making it right. This Refund Policy outlines the circumstances under which refunds are issued, how they are processed, and what to expect from start to finish.

1. When a Refund Is Issued

Approved Returns

If your return has been reviewed and approved under our Return Policy, a refund will be initiated once we receive and inspect the returned item. Please refer to our Return Policy page for full eligibility criteria.

Damaged or Defective Products

If your order arrives damaged, defective, or does not match what you ordered, you are entitled to a full refund or replacement. You must notify us within 48 hours of delivery at care@soulsmith.co.in with your order number, a description of the issue, and supporting photographs.

Non-Delivery

If your order is confirmed as lost by the courier and is not delivered within the expected timeframe, you may request a refund or reshipment. Please contact us so we can investigate with the courier on your behalf.

SoulSmith reserves the right to investigate all refund requests before processing. Refunds will not be issued for orders that show confirmed delivery to the address provided at checkout.

2. When a Refund Will Not Be Issued

• The product has been opened or used
• The return request is made after the 7-day return window
• The item does not meet return eligibility requirements outlined in our Return Policy
• The customer provided an incorrect delivery address at checkout
• The order was delayed due to courier delays, customs, or natural events
• The customer changed their mind after the order has been dispatched

3. Refund Method

Original Payment Method

Refunds are processed to the original payment method used at the time of purchase. This includes credit cards, debit cards, UPI, net banking, and other supported payment options.

Store Credit

In certain cases — such as when the original payment method is no longer active or at the customer's request — we may issue refund value as SoulSmith store credit. Store credit is valid for 12 months from the date of issue and can be applied to any future order.

The method of refund will be confirmed via email when your refund is approved.

4. Refund Processing Timeline

Once a refund is approved, please allow the following timeframes:

• Refund initiation by SoulSmith: Within 2 business days
• Credit or debit card refunds: 5–10 business days depending on your bank
• UPI or net banking refunds: 3–5 business days
• Store credit: Issued within 1 business day of approval

Bank processing times are outside our control. If you do not see your refund after 10 business days, please contact your bank before reaching out to us.

5. Partial Refunds

In some situations, a partial refund may be issued. This includes:

• Orders where only certain items are eligible for return
• Products returned in a condition different from the original shipment
• Situations where return shipping costs were covered but the issue is determined to be product misuse

The partial refund amount will be communicated clearly before it is processed.

6. Cancellations

Orders can be cancelled only if they have not yet been dispatched. To request cancellation, contact us immediately at care@soulsmith.co.in with your order number.

If your order has already been shipped, it cannot be cancelled. In that case, you may initiate a return once the item is delivered, subject to our Return Policy.

Approved cancellations will be refunded in full to the original payment method within 2 business days.

7. How to Request a Refund

Please email care@soulsmith.co.in with the following:

• Subject line: Refund Request — [Your Order Number]
• Your full name and order number
• The reason for your refund request
• Photographs if the item arrived damaged or incorrect

Our team will respond within 2–3 business days with next steps.

8. Contact Us

For any refund-related questions or concerns, please reach out to us directly.

Email: care@soulsmith.co.in
Response time: 2–3 business days

SoulSmith · Crafted in India · care@soulsmith.co.in