Refund policy

1. Nature of Products

  • All products are customized and made-to-order based on the details provided by the customer.
  • Due to the personalized nature of these products, they cannot be resold or reused, which is why returns and refunds are limited.

2. No Return Policy

  • We do not accept returns once the product has been delivered.
  • Returns are not applicable for:
    • Change of mind
    • Incorrect customization details provided by the customer (spelling errors, wrong name, wrong date, etc.)
    • Minor differences in color, font, or design due to screen or lighting variations

3. Eligibility for Replacement

We only offer replacement (not refund) under the following conditions:

a. Damaged Product

  • The item is physically damaged during transit

b. Incorrect Product

  • You received a product different from what you ordered

4. Reporting an Issue

To request a replacement, you must:

  • Inform us within 48 hours of delivery
  • Share the following details:
    • Order number
    • Clear unboxing video and product images
    • Description of the issue

Requests without proper proof or after 48 hours may not be accepted.

5. Verification Process

  • Our team will review the submitted proof.
  • If approved, we will initiate a replacement.
  • We reserve the right to reject requests that do not meet the criteria.

6. Replacement Policy

  • Approved cases will receive a free replacement of the same product.
  • Replacement processing time: 2–5 business days
  • Delivery timelines for replacement orders will be similar to standard shipping timelines.
  • Only one replacement per product will be provided.

7. Refund Policy

We follow a strict no-refund policy on customized products.

However, refunds may be issued only in the following cases:

  • Order canceled by us due to product unavailability
  • Duplicate or excess payment made by the customer
  • Order canceled within the allowed cancellation window (before production starts)

8. Refund Process

  • Approved refunds will be processed to the original payment method.
  • Refund timeline: 5 to 10 business days, depending on your bank or payment provider.
  • Any transaction charges (if applicable) may be deducted.

9. Order Cancellation

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

10. Non-Eligible Cases

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

  • Customer provided incorrect customization details
  • Delay in delivery caused by courier partners
  • Slight variations in product appearance
  • Damage due to misuse, improper handling, or normal wear and tear

11. Contact for Support

For any return or refund-related queries, please contact us:

Email: support@soulmarkmoments.com
Mobile: 7218161449
Support Hours: 10:30 AM – 6:30 PM (Monday to Saturday)