Refund, Return, and Exchange Policy

At Enchanting Solutions (Soulwise), we take pride in providing high-quality products and services that are designed to enrich your experience. Please read the following policy carefully before making a purchase. By placing an order with us, you agree to the terms outlined below.

1. Product Eligibility for Return or Exchange

  1. Exchanges
    • Products may be exchanged for an equal or higher value item within 24 hours of delivery.
    • Beyond this period, all products undergo a personalized activation/lightcoding process, making them ineligible for exchange.
    • Exchanges are only allowed for products that are:
      • Incorrectly shipped
      • Damaged during transit
  2. Returns and Refunds
    • Returns are accepted only if the product is damaged during shipping or incorrectly supplied.
    • Refunds are not available for:
      • Digital products (e.g., mobile wallpapers, digital sheets, e-books, etc.)
      • Products received in perfect condition
      • Customized, personalized, or made-to-order items
  3. Video Evidence Requirement
    • Customers must provide a full, end-to-end unboxing video when claiming damaged or missing items.
    • Without proper video evidence, claims for return, refund, or exchange cannot be processed.

2. How to Initiate a Return or Exchange

To request a return or exchange, please email us at sb.enchantingsolutions@gmail.com with:

  • Order ID and purchase date
  • Product details (name, quantity, variant)
  • Reason for return or exchange
  • A clear unboxing video
  • Proof of purchase (receipt or invoice)

Note: Requests sent via WhatsApp, SMS, or phone calls will not be considered.

3. Shipping and Handling of Returns

  • Products must be returned in their original packaging and in unused condition.
  • Enchanting Solutions (Soulwise) will not be liable for items lost or damaged during return transit.

4. Inspection and Approval

  • Once we receive the returned product, we will confirm receipt via email.
  • Products will be inspected within 1-2 business days.
  • Exchanges will be approved only if the returned item is in original condition and matches the reported issue.
  • Our decision on approval or rejection is final and binding.

5. Refund Process

  • Refunds, once approved, will be processed within 7 business days.
  • The refunded amount will be credited to the original payment method within 5-7 business days after processing.
  • Payment gateway charges (if applicable) are non-refundable.

6. Exchanges

  • A full, end-to-end unboxing video is mandatory. If the video is not provided or is incomplete, the exchange or replacement request will not be accepted.
  • Only the specific damaged item may be exchanged; partial orders cannot be substituted.
  • Customers are responsible for shipping costs when sending the product back for exchange.
  • Once we receive and inspect the product, we will notify the customer of the approval or rejection of the exchange or replacement request via email.

7. International Orders

  • Customers placing orders outside India are responsible for any custom duties, VAT, or import taxes in their country.
  • If an international order is returned, customers must cover return shipping and customs duties.
  • Refunds for international orders may take up to 15 business days after processing.

8. Sale Items and Gift Policy

  • Items purchased on sale or at a discount are final sale and not eligible for return, exchange, or refund.
  • Gifts returned will be refunded via gift credit if shipped directly to the recipient. Otherwise, refunds will be issued to the original purchaser only.

9. Cancellation Policy

  • Once an order is placed, cancellations are not permitted.
  • Customers are advised to review product details carefully before purchase.

10. Contact Us

For any questions regarding returns, exchanges, or refunds, please email:
soulwisebysachin@gmail.com

We are committed to assisting you and ensuring your experience with Enchanting Solutions (Soulwise) is seamless and positive.