Exchange & Refund Policy | Soulwise Store

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

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

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

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.

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