At Soultrix, your satisfaction is our top priority. If you’re not completely happy with your purchase, we’re here to make it right. Please read our policy carefully to understand your options regarding returns and refunds.
Return & Refund Window
We gladly accept returns and refund requests made within 30 days of receiving your order.
To ensure a smooth and timely resolution, if your item arrives damaged, defective, or not as described, please contact us within 3 days of delivery. Early communication helps us investigate and resolve the issue more efficiently.
Eligibility for Returns
To be eligible for a return, the item must meet the following conditions:
- The item must be unused, unworn, and in its original condition
- Tags must still be attached
- It must be returned in the original packaging
Please note: Sale or clearance items are final sale and not eligible for return or refund.
How to Start a Return
To begin the return process, contact us at [email protected] with the following information:
- Order number
- The item(s) you wish to return
- Reason for return
- Photo of the item (if damaged or defective)
Once your return is approved, we will provide return instructions. Customers are responsible for return shipping costs, unless the return is due to a damaged, defective, or incorrect item.
Refunds
After we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- If approved, your refund will be processed to your original payment method within 7 business days.
- Shipping fees are non-refundable.
- If the returned item is not in its original condition, we reserve the right to offer a partial refund or deny the refund.
Exchanges
We do not offer direct exchanges at this time. If you need a different size, color, or design, please return your item and place a new order.
Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please notify us within 3 days of receiving the item. We will either send a replacement or issue a full refund – including shipping costs – depending on your preference and product availability.
Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account again.
- Contact your credit card company – it may take some time before your refund is officially posted.
- Contact your bank—there is often some processing time.
If you’ve done all of this and still haven’t received your refund, please contact us at [email protected].
Contact Us
If you have any questions about our refund and return policy, feel free to reach out to us at [email protected]. We’re always happy to help.