Refund policy

RETURNS & EXCHANGE POLICY

1. RETURNS AND EXCHANGES

1.1 Timeframe

  • Returns or exchanges are accepted within 7 days from the date of delivery.

1.2 Reverse Shipment Fee

  • A fee of up to ₹100 per item may be deducted as per our Fair Usage Policy.

1.3 Return Pickup Attempts

  • Pickup will be attempted within 24–48 hours from the date of request.
  • A maximum of three pickup attempts will be made.

1.4 Service Availability

  • Reverse pickup is subject to service availability in your area.

1.5 Exchanges

  • The fastest way to ensure you get what you want is to return the item and, once accepted, make a separate purchase for the new item.

2. REFUND PROCESS

  • Once we receive and inspect your return, we will notify you about the refund approval status.
  • If approved, the refund will be processed within 30 business days to the original payment method.
  • If more than 15 business days have passed since your return was approved, contact us at support@soulfulplay.com.

2.1 Refunds for COD Orders

  • Refunds will be processed to your SPLAY Wallet within 1-2 working days after return pickup.
  • Wallet balance can be tracked via the SPLAY App.

2.2 Refunds for Prepaid Orders

  • Refunds will be credited to your original payment method within 1-2 working days after return pickup.

2.3 Important Notes

  • COD payments will be refunded to the SPLAY Wallet, which can be used for future purchases.
  • Reward points, store credits & shipping charges (if any) are non-refundable.

3. CONDITIONS FOR RETURNS

  • Items must be in original condition with tags intact.
  • Products that are used, worn, or in poor condition will not qualify for a refund.
  • SOULFUL PLAY reserves the right to update the product categories excluded from this policy without prior notice.

4. REFUNDS FOR FREE PRODUCT DEALS

  • Orders placed during promotional offers like Buy 1 Get 1 Free (SPLAY) or other similar deals that include free products are not eligible for returns or exchanges.

5. SELF-SHIPPING FOR RETURNS

If reverse pickup services are unavailable in your area, you’ll need to self-ship the product(s) to the following address:

Shipping Address

SOULFUL PLAY PRIVATE LIMITED

No.415/5, 1st Main Road, D.K. Sandra (Doddakallasandra), K.K. Main Road (Kanakapura Main Road), Bangalore - 560062 

5.1 Shipping Instructions

  • Pack the items securely to prevent loss or damage.
  • Include your Order ID and registered mobile number on the package.
  • Ensure all items are unused, with tags and packaging intact.

5.2 Reimbursement for Self-Shipping

  • Prepaid Orders: Full amount + ₹100 (towards courier charges) refunded to your bank account.
  • COD Orders: Refund will be credited to your SPLAY Wallet.

P.S. : We recommend Speed Post for reliable service.

6. TERMS AND CONDITIONS

  • The customer is responsible for providing accurate bank account details for refunds. SOULFUL PLAY is not liable for errors in the provided details.
  • If you’ve received a delivery confirmation but haven’t received the package, report it within 24 hours.

7. REPORTING DAMAGES

Inspect your order upon delivery and contact us immediately if:
The item is defective or damaged.
You receive the wrong item.

7.1 How to Report a Damage

Notify us within 1 day via:
Instagram DM: @Soulful.Play
WhatsApp: +91 9886 00 6463

Once we receive the returned product, our team will inspect it and notify you of refund eligibility. Refunds are processed within 30 working days from confirmation.

For further assistance, feel free to contact us – we’re happy to help!