Return Policy

We want every SoulSmith experience to feel right. If something isn't, we're here to make it better. Please read this policy carefully before initiating a return. By purchasing from our website, you agree to the terms described below.

1. Eligibility for Returns

We accept returns on products that meet all of the following conditions:

• The return is requested within 7 days of the date of delivery
• The product is unused and in its original, unaltered condition
• The product is in its original packaging with the seal intact
• Proof of purchase (order confirmation or invoice) is provided

Products that have been opened, partially used, or are not in their original packaging are not eligible for return. This applies to all essential oil blends due to hygiene and product integrity standards.

2. Non-Returnable Items

The following items cannot be returned under any circumstances:

• Opened or used products
• Products without original packaging or with broken seals
• Items purchased during sale events or with discount codes unless arrived damaged or defective
• Gift cards or promotional items
• Products not purchased directly from soulsmith.co.in

3. Damaged or Defective Products

If your order arrives damaged, defective, or incorrect, we will resolve it promptly at no additional cost to you.

To report a damaged or defective product, contact us within 48 hours of delivery at care@soulsmith.co.in with:

• Your order number
• A clear description of the issue
• Photographs of the damaged or defective item and its packaging

Once reviewed, we will arrange a replacement or refund depending on product availability and your preference.

4. How to Initiate a Return

Important: Do not send products back without prior authorisation. Returns sent without approval will not be processed.

Step 1 — Contact Us

Email care@soulsmith.co.in with the subject line: Return Request — [Your Order Number]. Include your name, order number, reason for return, and any supporting photographs if applicable.

Step 2 — Await Confirmation

Our team will review your request and respond within 2–3 business days. If approved, you will receive instructions on how and where to send the item.

Step 3 — Ship the Item

Pack the item securely in its original packaging. Return shipping costs are the responsibility of the customer unless the return is due to our error (damaged, defective, or incorrect item).

We recommend using a trackable shipping method. SoulSmith is not responsible for items lost or damaged during return transit.

Step 4 — Processing

Once we receive and inspect the returned item, we will notify you of the outcome within 2 business days. Approved returns will be processed as a refund or store credit as detailed in our Refund Policy.

5. Exchange Policy

At this time, we do not offer direct product exchanges. If you would like a different product, please initiate a return for the eligible item and place a new order separately.

6. Return Shipping Costs

Unless your return is the result of an error on our part — such as receiving a damaged, defective, or incorrect item — return shipping costs will be borne by the customer.

We recommend retaining your return tracking information until the return has been confirmed and processed.

7. Contact Us

If you have any questions about this policy or need assistance with a return:

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

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