Refund policy

SoulWorks Returns, Exchanges & Refunds Policy

1. Return & Exchange Eligibility
a. Raise requests within 7 days of delivery at soulworks.clickpost.ai/en/returns.
b. Products must be unused and returned in their original condition and packaging.
c. Include all products from the same order that you wish to return or exchange in one request.
d. Eligibility is subject to the promotional exclusions below.

2. Pickup Fees & Store Returns
a. A ₹150 pickup fee applies to one combined change-of-mind return or exchange request.
b. Later requests for additional products from the same order attract a ₹150 fee per product, within the 7-day window.
c. Eligible products may be brought to our Bandra West, Mumbai store without a pickup fee.
d. Pickup and replacement delivery are free for verified damaged, defective or incorrect items, subject to international-order terms.
e. Store purchases are eligible for store credit only.

3. Damaged, Defective, Missing or Incorrect Items

a. Report the issue within 7 days of delivery, with your order number and clear photographs. Include the order slip where available.
b. For missing items, share photographs of the parcel contents and packaging.
c. An unboxing video to claim missing items is compulsory.
d. Natural variations in crystal colour, size, shape, inclusions and brass tones are not defects. Broken pieces or crystals cracked during transit qualify for review.
e. After verification, we will arrange a replacement, refund or store credit, as applicable.

4. Exchange Terms

a. Each product may be exchanged once, subject to replacement availability. If unavailable, a refund or store credit will be provided as applicable.
b. We will share a replacement video for approval before dispatch. Once approved and dispatched, the replacement is final and cannot be returned or exchanged again for a change of mind.
c. Pay any additional price difference before dispatch.
d. For a lower-priced replacement, the difference is refunded to the original payment method for fully prepaid orders, or issued as lifetime store credit for COD and partial COD orders.
e. Once a return resolution—exchange, refund or store credit—is confirmed, it is final.

5. Refunds

a. Refunds are subject to quality checks and generally processed within 2–3 working days after pickup. Exceptional cases may take up to 15 working days.
b. Fully prepaid orders are refunded to the original payment method. COD and partial COD orders receive lifetime store credit.
c. Refunds cannot be transferred to another account.
d. If you cannot trace your refund, email support@soulworks.co with a one-month bank statement from the payment account, starting from the order date.

6. Sales, Freebies & Non-refundable Charges

a. Products purchased at discounts above 20% may be exchanged but cannot be refunded.
b. Buy 2 Get 1 purchases are not eligible for refunds.
c. Freebies cannot be returned for a refund or exchanged. A verified defective freebie will be replaced with the same freebie.
d. If a return or exchange makes the order ineligible for a freebie, the freebie must also be returned.
e. Gift wrap, Bindis, Septums and Nose pins cannot be returned or exchanged.
f. Shipping and COD charges are non-refundable. Delivery delays, including express-delivery delays, do not qualify for shipping-fee refunds.

7. Store Credit

a. Store credit is valid for a lifetime and cannot be exchanged for cash or a refund.
b. Credit is issued for the amount paid. The original discount does not carry forward; offers available at the time of redemption apply.

8. Self-shipping & Address Changes

a. Self-ship products only after approval from Soul Works. If pickup is unavailable at your location, the ₹150 pickup fee is waived.
b. Address changes are free before courier collection. After collection, an address change costs ₹150.

9. Repairs & Repolishing

a. Products damaged after use may be repaired. Send them to our Mumbai warehouse at your expense. Repair costs will be quoted after inspection.
b. Repairs and repolishing may take 30–45 days. Repaired products cannot be exchanged for another item or style.
c. Gold-plated items qualify for one free repolishing/replating service per item.
d. Brass jewellery qualifies for one free repolishing service per item.
e. Soul Works covers return shipping within India. International repair requests must be discussed with our team.
f. Pack items securely in a box and include your full name, phone number and return address. Packages without these details will be treated as abandoned.

10. Same day delivery

a. Orders raised before 4pm for same day delivery are sent by porter and typically reach before 9pm on the day of placing order.
b. Orders placed on public holidays and Sundays do not qualify for same day delivery in Mumbai.
c. Vashi, Thane, Mira road, Virar, Vasai, Alibaug do not qualify for Mumbai same day delivery.
d. Same day delivery can be attempted only once as cannot be held accountable for time specific deliveries.
f. Address changes for same day delivery are chargeable at Rs.150. 

11. International Orders
a. International orders are not eligible for standard returns or exchanges.
b. Orders cancelled before dispatch receive a full refund. Orders cannot be cancelled or refunded after dispatch, except for verified defective products as described below.
c. For a defective product, email support@soulworks.co promptly with your order number and photographs. After investigation, a refund or store credit may be issued; replacements are not available.
d. International shipping fees are non-refundable. Customs charges are the customer’s responsibility.
e. Brasso liquid may be excluded due to destination-country restrictions.

For assistance, contact:
📧 support@soulworks.co
📱 +91 77770 18749. Whatsapp Only.

Place your return request here:
https://soulworks.clickpost.ai/en/returns