Last Updated: [16 August 2025]
1. General Refund Eligibility
1.1 Right to Cancel: Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods (or within 14 days of purchase for digital products).
1.2 Conditions for Refund:
- Goods must be unused, in their original packaging, and include all tags, accessories, and manuals.
- Proof of purchase (order number/invoice) is required.
2. Non-Refundable Items
The following items are not eligible for a standard refund unless faulty:
- Perishable goods (e.g., food, flowers)
- Custom-made/personalised items
- Digital downloads (if accessed)
- Sealed health & beauty products (if opened)
3. Refund Process
3.1 How to Request a Refund:
- Log in to your account → “My Orders” → Select the relevant order → “Request Return”.
- For guest purchases, email bill@soulauraunity.comwith your order details.
3.2 Return Shipping:
- UK/EU Returns: A prepaid return label will be provided for faulty items.
- International Returns: Customers are responsible for return shipping costs unless the item is defective.
- Large/Heavy Items: A collection fee may apply (you will be notified before return).
3.3 Refund Timeline:
- Processing begins once we receive and inspect the returned item.
- Standard Refunds: 5–10 business days via the original payment method.
- Store Credit: Issued immediately upon approval (if selected).
4. International Returns & Customs
4.1 Duties & Taxes:
- Refunds exclude original shipping fees and import taxes.
- For faulty goods, we will reimburse reasonable return customs costs (with receipts).
4.2 Cross-Border Returns:
- Clearly mark packages as “RETURNED GOODS” to avoid double taxation.
- Include the commercial invoice provided with your original delivery.
5. Faulty or Incorrect Items
5.1 30-Day Guarantee:
- Faulty items will be refunded or replaced at no additional cost (including return shipping).
- Provide photo/video evidence via email.
5.2 Incorrect Items Shipped:
- We will cover return shipping and expedite the correct item.
6. Exchange Service
- Exchanges are available for the same product in different sizes/colours (subject to stock availability).
- Contact us within 7 days of delivery to arrange an exchange.
7. Contact Us
- Email: wenshuqq77ss@gmail.com
- Phone: +44 07706 981429 (Mon–Fri, 9:00 AM–5:00 PM GMT)
- Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, UNITED KINGDOM
Note:
- This policy complies with the UK Consumer Rights Act 2015 and EU distance selling regulations.
- Eligible customers may contact the European Consumer Centre UK (ECC UK) for disputes.
UK-Specific Clauses:
- Distance Selling Regulations: Most goods are subject to a 14-day cooling-off period.
- Consumer Rights Act: Goods must be “as described, fit for purpose, and of satisfactory quality.”
- VAT Refunds: Non-EU customers may reclaim VAT on returns (must provide customs export documentation within 3 months).
