Below are detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you, and if the item(s) are covered by our 90 Days Return Policy.
1. The 90-day FULL COVERAGE Return/Exchange Policy applies to the following conditions:
·We sent the wrong order or item(s), you received broken items, or the quality of the product you received is poor/defective.
·You received the incorrect personalized charm, or the picture’s appearance is different from the photo you provided to Soufeel.
·Paint is chipping, crystals fell off, etc. (We will only exchange the item(s) for the same product, or for item(s) of equal or lesser value.
In these circumstances, Soufeel will cover return postage and replacement fees.
2. The following reasons are covered by our 90-day LIMITED COVERAGE Return/Exchange Policy.
(Customer is responsible for return postage fees, and replacement postage fees. Soufeel does not refund any shipping fees.)
·You chose the wrong size bracelet(s).
·Personal Reasons due to changed mind, personal taste, etc. on Non-Personalized Items.
·Personalized items are one-of-a-kind, it cannot be returned unless it is defective or damaged.
3. The following are NOT covered by our 90-day return policy, and we are not liable for these issues:
·Personalized items are one-of-a-kind, once your order has been submitted we will immediately begin the production on the personalized items, so we do not accept any modifications or returns for any personalized charm(s), unless the picture’s appearance is different from the photo you provided to Soufeel, as stated in our 90-day FULL COVERAGE Return/Exchange Policy section.
·Products have been exposed to corrosive substances, or chemicals. Exposure to harsh chemicals can alter that appearance of your Soufeel product. These chemicals include, but are not limited to, liquid silver polish, pools, hot tubs, and spas. Oxidized silver is easily damaged.
· Products are damaged by misuse, mishandling, or poor maintenance. Silver pieces are detailed through oxidation; over time, they may appear black. To remove this, clean with a silver polishing cloth to return it to its original look.
Return Service Procedure:
Please submit a support ticket, and attach clear photos of the items that represent a quality issue.
Please follow the instructions that are provided by our customer service team.
Returns will be processed within 3 business days of receipt of your item(s). You will receive an email notification once your return is processed. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.
Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel your purchase, your order is subject to a 30% restocking fee.
Soufeel reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Representatives.