1. Shipping Policy

1.1 Order Processing Time

• All products at SoulMark Moments are made-to-order and personalized.
• Orders are typically processed within 2 to 5 business days.
• Processing time may vary during peak seasons, sales, or due to high order volume.

1.2 Shipping Time

• Estimated delivery time: 4 to 8 business days after dispatch.
• Delivery timelines depend on your location and courier service availability.
• Remote areas may require additional delivery time.

1.3 Shipping Charges

• Shipping charges (if applicable) will be displayed at checkout.
• Free shipping may be offered on selected products or promotional offers.

1.4 Order Tracking

• Once your order is shipped, you will receive a tracking link via email or SMS.
• Customers are responsible for tracking their shipments and being available to receive them.

1.5 Delivery Delays

Delivery may be delayed due to:

• High demand or seasonal workload
• Courier partner issues
• Weather conditions or natural disruptions
• Incorrect or incomplete shipping address

We are not liable for delays caused by external factors beyond our control.

1.6 Incorrect Address or Failed Delivery

• Customers must provide accurate and complete shipping details.
• If an order is returned due to an incorrect address or failed delivery attempt, reshipping charges may apply.
• We are not responsible for orders delivered to incorrect addresses provided by the customer.

2. Returns Policy

2.1 No Return on Customized Products

• As all products are personalized and made specifically for you, we do not accept returns once the order is delivered.

2.2 Eligibility for Return/Replacement

We only accept return/replacement requests under the following conditions:

• You received a damaged product
• You received a wrong product (different from what was ordered)

2.3 Reporting an Issue

• Issues must be reported within 48 hours of delivery.
• You must provide:
  • Clear photos or videos of the product
  • Order number and details

Failure to report within the given timeframe may result in rejection of the request.

2.4 Condition of Returned Product

• The product must be unused and in its original condition.
• Packaging should be intact (where applicable).

3. Replacement Policy

• Once your request is approved, we will initiate a replacement at no additional cost.
• Replacement products will be shipped within standard processing timelines.
• Only one replacement per order/item will be provided.

4. Refund Policy

4.1 No Refund Policy

• We do not offer refunds on customized products once the order is placed and processed.

4.2 Refund Exceptions

Refunds may only be issued in the following cases:

• Order canceled by us due to unavailability or technical error
• Duplicate payment made by the customer
• Order canceled within the allowed cancellation window (if applicable)

4.3 Refund Process

• Approved refunds will be processed to the original payment method.
• Refund processing time: 5 to 10 business days (depending on bank/payment provider).

5. Order Cancellation

• Orders can be canceled within 12 hours of placing the order.
• Once production has started, cancellation is not allowed.
• Customized orders cannot be modified after confirmation.

6. Non-Eligible Cases

The following cases are not eligible for return, replacement, or refund:

• Minor variations in color, font, or design
• Errors in customization provided by the customer (spelling mistakes, wrong details)
• Delay caused by courier services
• Normal wear and tear after usage