RETURN AND REFUND POLICY FOR SOULA
Effective Date: 26/03/2026
At Soula, we take pride in the unique, handcrafted nature of our products. Because our items are made by women artisans, each piece is one-of-a-kind. We want you to be delighted with your purchase while respecting the effort that goes into every sustainable craft.
1. ELIGIBILITY FOR RETURNS
In accordance with Indian e-commerce regulations, you are entitled to a return or replacement under the following specific conditions:
Damaged or Defective Products: If the item arrives broken or has a genuine manufacturing defect.
Incorrect Item: If you received a product completely different from what you ordered.
Missing Items: If an item from your order is missing upon delivery.
Please Note: Since our products are handcrafted, slight variations in color, texture, and finish are inherent to the process and are not considered defects.
2. REPORTING AN ISSUE
To be eligible for a return or replacement, you must notify us within 48 hours of receiving your package.
Contact: Email sarmitadey@gmail.com or call +91 7666453632.
Evidence: You must provide clear photographs or an unboxing video of the damaged or incorrect item to help us verify the claim.
3. REPLACEMENT DELIVERY TIMELINE
If your request for a replacement is approved, we aim to get the new handcrafted item to you as quickly as possible:
Processing: Once the return is picked up and verified, we will process the replacement within 3 business days.
Shipping: The replacement will be shipped via our standard delivery partners.
Estimated Arrival: You can expect the replacement to reach your doorstep within 5 to 10 business days after dispatch, depending on your location.
Note: Since our crafts are handmade by local artisans, if the specific item is out of stock, we will notify you immediately to discuss an alternative or a full refund.
4. REFUNDS
If a replacement is not possible or you prefer a refund for a valid claim:
Processing: Refunds are approved after we receive and inspect the returned product.
Timeline: Approved refunds will be credited to your original mode of payment within 7 to 10 working days.
5. CANCELLATIONS
You may cancel your order within 12 hours of placement, provided it has not yet been dispatched. Once the order is handed over to our shipping partner, it cannot be cancelled.
CONTACT INFORMATION
For any assistance regarding your order or the replacement process, please reach out:
Owner: Sarmita Dey
Business Address: Navi Mumbai- 410209, Maharashtra, India
Email: sarmitadey@gmail.com
Phone: +91 7045821716