At Soul Haircare, we strive to ensure your satisfaction with our products. Our Refunds and Returns policy is designed to provide clear guidelines for returning items and seeking refunds. Please review the following terms and conditions carefully:

  1. Guarantee of Goods

1.1 Consumer Protection: Our products are covered by consumer guarantees that cannot be excluded under applicable laws. You are entitled to a replacement, refund, repair, or exchange if the goods are faulty, not as described, or do not perform as expected.

1.2 Returns for Errors or Faults: We accept returns for items in cases where an error was made by us (e.g., you received the wrong item) or if the item is faulty or damaged. To initiate a return, please contact us at within 20 business days of receiving the item. Please provide your order number and include relevant details or photographic evidence of the error or damage. You must return the item within 7 days of contacting us.

  1. Refund Process

2.1 Approval and Refund: Upon approval of your return request, we will issue a refund for the cost of the item(s) and the return delivery cost (unless it is a change of mind return). The refund will be processed and credited back to your original method of payment. Kindly note that there may be a processing time before the refund is reflected in your account.

2.2 Non-Approved Returns: If your return is not approved, a refund will not be provided, and you will be responsible for any associated shipping fees.

  1. Sale Items and Change of Mind Returns

3.1 Sale Items: Please be aware that items purchased on sale are generally considered final sale and cannot be returned, refunded, or exchanged unless they are faulty.

3.2 Change of Mind Returns: If you wish to return a product due to a change of mind (excluding reasons related to hair suitability), please email us at to discuss your request. If approved, you will need to ship the item back to us at your own expense. A refund will be issued once we receive and inspect the returned item.

3.3 Return Conditions: For a change of mind return to be eligible for a refund, the item must meet the following conditions:

  • You must initiate the return within 10 days of receiving the item.
  • The item must be in its original purchase condition, unused, and with unopened packaging that is free from markings or any defacement.
  • Please note that items purchased on sale or with discounts may not be eligible for return.
  1. Return Process

4.1 Requesting a Return: To request a return, please email us at, providing the following information:

  • Your full name, shipping address, and order number.
  • The reason for the return.
  • Any relevant details or photographic evidence, especially in the case of errors or faults.

4.2 Confirmation and Return Instructions: Once we receive your return request, we will send you a confirmation email with detailed instructions on how to return the item. Please follow the provided instructions carefully.

4.3 Return Inspection: After receiving and inspecting your returned item, we will notify you via email regarding the approval of your refund and the status of your return.

  1. Frequently Asked Questions (FAQs)

For more information, please refer to our FAQs page on our website. If you have any additional questions or concerns, please don't hesitate to contact our customer service team at


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Last Update: 29 June 2023