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Returns / Refund Policy - Products

General Returns Policy

  1. Applicable products are returnable within the applicable return window if you’ve received them in a condition that is physically damaged, has missing parts or accessories, defective or different from their description on the product detail page on soulsara.soulstudio.world.
  2. Return will be processed only if:
    • it is determined that the product was not damaged while in your possession;
    • the product is not different from what was shipped to you;
    • the product is returned in original condition (with brand’s/manufacturer's box, MRP tag intact, user manual, warranty card and all the accessories therein).
  3. If you wish to return an electronic device that stores any personal information, please ensure that you have removed all such personal information from the device prior to returning. SOUL STUDIO Pvt Ltd shall not be liable in any manner for any misuse or usage of such information.
  4. Products may not be eligible for return in some cases, including cases of buyer's remorse such as incorrect model or color of product ordered or incorrect product ordered.
  5. Products marked as "non-returnable" on the product detail page cannot be returned.
  6. No additional information is required to return an eligible order unless otherwise noted in the category specific policy.
  7. Products may be eligible for replacement only if the same seller has the exact same item in stock.
  8. If the replacement request is placed and the seller does not have the exact same product in stock, a refund would be issued to you.
  9. Products purchased by international customers are not eligible for returns. However, orders made by international customers are eligible for refunds.

Note: If you've received a non-returnable product in a damaged/defective condition, you can contact us within 10 days from the delivery of the product.

SOULSARA is an online marketplace platform that enables independent sellers to sell their products to buyers. The prices are solely decided by the sellers, and SOULSARA does not interfere in the same. There could be a possibility that the same product is sold by different sellers at different prices. SOULSARA rightfully fulfils all legal compliances of onboarding multiple sellers on its forum as it is a marketplace platform.

ITEMS MARKED AS :

10 Days Replacement

The item is eligible for free replacement, within 10 days of delivery, in an unlikely event of damaged, defective or different item delivered to you.

Please keep the item in its original condition, with brand outer box, MRP tags attached, user manual, warranty cards and original accessories in manufacturer packaging for a successful return pick-up.

Non-Returnable

The item is non-returnable due to hygiene and consumable nature of the product.

However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable.

We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.

Non-Returnable

This item is non-returnable due to the consumable nature of the product. However, in the unlikely event of damaged, defective or different item delivered to you, we will provide a full refund or free replacement as applicable.

We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.

SOULSARA's returns and exchange policy gives you an option to return or exchange items purchased on SOULSARA for any reason within the specified return/exchange period (check product details page for the same). We only ask that you don't use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measures to preserve its condition. There are two ways to return the product to us:

  • Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.
  • Self-Ship: If we don't offer a pick up at your location. In such cases, we will credit the shipping costs in the form of SOULSARA credits provided the product meets the return policy and you have shared a scan copy of the courier receipt with us.

During Pick Up, our delivery agent may do a quality check on the return. If the picked up product does not pass the quality check, we shall ship it back to you. If you choose to exchange the item for a mismatch of size or receipt of a defective item, you will be provided with a replacement of the item. However all exchanges are subject to stock availability and subject to your address being serviceable for an exchange. If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you.

a) If you choose to exchange the item purchased by you on SOULSARA within the specified exchange period for the same size or different size of same style, you will be provided with a replacement of the item, free of cost.

b) If you choose to exchange an item purchased by you on SOULSARA for any other item of the same or different value from SOULSARA. In such case, if the exchanged item is of the higher value, differences in amount will be charged to you and if the exchanged item is of the lower value, differences in amount will be refunded to you post successful pick up of original item from you.

c) Net amount paid by you (excluding instant cashback/discount) to purchase original item will be considered to calculate difference in amount of original and exchanged item which will be payable by you or refundable by SOULSARA as the case may be, for an exchange.

d) Applicable refund for exchange will trigger post successful pick of original item from you.

Exchanges are only allowed for pincodes which are serviceable for an exchange.

Items cannot be exchanged for multiple products and you are allowed to select a single item for exchange. While customers can exchange multiple items at a time by initiating separate exchange requests for each of the items.

Non- returnable products/categories cannot be exchanged.

SOULSARA shall reserve the right to restrict exchange of the items purchased on SOULSARA if customer in any way breaches or misuse this policy, as determined in SOULSARA’s sole discretion.In case you have purchased an item which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well.

SOULSARA will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, SOULSARA would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User

If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.

If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us. For self-ship returns the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.

You can return products purchased from SOULSARA within the specified return/exchange period(check product details page for the same), except for our non- returnable products and high-value products which can only be returned for a limited number of days.

  • Create a 'Return Request' under “My Orders” section of Website/M-site. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us basis on the return mode
  • We offer pick-up facility in selected locations basis our courier serviceability.
  • If reverse pick-up option is not available at your location you can self-ship the product to us

Pick-up: If you select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags are intact.Keep the packet ready and open to expedite the return pickup. Our staff may initially examine the product at the time of pickup and a further quality check of the product will be conducted at our Returns Desk.

Self-ship: In case your area pincode is not eligible for “Pick-up” mode then, please self- ship the product to our Returns desk.Please pack the product and ensure product is unused, unwashed and all the tags are intact.Also, please mention Order No and Return id on a piece of paper and place it in the packet. Kindly address the package to the address sent to you by email to your registered email id, on making the request for return .

We will send you a confirmation email as soon as we receive the shipment at our warehouse. At any time, you can track the status of your return request on Website/Msite.

NOTE: NO PRODUCTS SHALL BE ACCEPTED IF THE WARRANTY CARD IS MISSING WHILE RETURN OR EXCHANGE OF THE PRODUCTS.

REFUND / TRANSFER POLICY - SERVICES

GENERAL REFUND POLICY

For a holistic approach to mental wellness, look for solutions online under the Services section of Shop@SOULSARA. Shop@SOULSARA has curated therapists/healers & service providers for all your mental wellness needs. Be sure to check & choose from the curated therapists/service providers . Ensure that they are licensed, have a good professional background and experience.

Once the session is booked & payment is successful a confirmation email will be sent to the registered email id with the link for the meeting.

CANCELLATION OF A SESSION

In case of an event that requires you to cancel the session,you can reach out to us by the registered email to the email id listed under contact us. Sessions can be canceled with a full refund till upto 48 Hrs on examining the reason for the said cancellation. In case the cancellation request is undertaken between 48 Hrs to 24 Hrs to the session, upto 50% of the fee paid for the session will be refunded to you to the original mode of payment.

No refund for cancellation will be made if the cancellation request is made 24 Hrs or less to the session. Any coupon code or SoulPoints redeemed for the booking will not be refunded on this occasion.

However, on an occasion of the session being canceled by the therapist/service provider , full refund will be made to the client irrespective of the time to the session.

RESCHEDULING OF A SESSION

In case of an occasion where you are not comfortable with the initial session booked by you, Shop@SOULSARA gives you the liberty to reschedule the session to your convenient time with the same therapist. The rescheduling request is to be initiated at least 48 Hrs before the session. The rescheduling request can only be made ONCE per booking by the subscriber. For rescheduling the session the subscriber can reach out to SOULSARA by their registered email to the email id listed under contact us. The available alternate slots for the intended day will be provided to the subscriber for rescheduling.

Any coupon code or SoulPoints redeemed for the booking will be adjusted towards the rescheduled booking. In an event where the subscriber intends to change the service / therapist, the subscriber can reach out to SOULSARA by their registered email to the email id listed under contact us. The request has to be made not later than 48 Hrs to the booked session. The request will be honored on a case to case basis considering the merits of the reason for the same.

TRANSFER OF A SESSION

In case the subscriber wants to transfer the session booked in their name to a loved one the same can be done by reaching out to SOULSARA by their registered email to the email id listed under contact us. The request has to be made not later than 48 Hrs to the booked session. The session can be transferred ONLY to an existing subscriber of SOULSARA. The special feature of transferring a session can only be availed ONCE per booking. The session once transferred can be availed only on the original date & time of the session.

Any coupon code or SoulPoints redeemed for the booking will be adjusted towards the transferred booking from the original account used for booking. All SoulPoints earned during the interaction/review of the session will also be credited to the original account used for booking.

If a subscriber is unhappy with the availed services, no partial or total refund will be given in this scenario. In case of any feedback, the subscriber can reach out to SOULSARA by their registered email to the email id listed under contact us. The feedback will be utilized on making the future experiences on Shop@SOULSARA pleasant.