GENERAL FAQs & OTHER POLICIES

1. CANCELLATION, RETURN AND REFUND POLICY

Earthy Souls Clothing LLP, a Limited Liability Partnership incorporated under the laws of India, having its registered office at VO-381 SY. 130P & 115/1P WeWork Rajapushpa Summit Nanakramguda Rd, Hyderabad, India (“Earthy Souls Clothing LLP”, operating the business in the style of “Soul Story” “we”, “us” or “our”) is managing and operating the websites https://thesoulstory.co/ (“Soul Story”) and the corresponding mobile and tablet applications thereof (“Platforms”) through which it inter alia, offers various retail solutions, facilitates the online sale and purchase of a diverse range of products including lifestyle, fashion, clothing, appeal, footwear, accessories, and other products listed on the Platforms from time to time (“Products”) to the users of the Platforms (“User” or “Users” or “you” or “your”).

We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return on the Platforms. While transacting on the Platforms, you can expect a hassle-free experience in returning, cancelling the Products that you have ordered/booked and can rely on us as your preferred shopping destination.

The Terms and Conditions published on the Platforms shall be read by reference here. This cancellation, return, and refund policy (“Policy”), together with the Terms and Conditions sets out Soul Story procedures and policies in accepting: (a) cancellation, (b) Product return once the Product is delivered to the User, and (c) refund thereof. Any cancellation or refund of Products by you are subject to the terms and conditions set out under this Policy.

1. APPLICABILITY OF POLICY

1.1 By agreeing to use the Platforms and/or initiating a request for purchase of Product(s) on any of the Platforms, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Platforms and forthwith leave and stop using the Platforms.

1.2 Soul Story reserves the right to alter and enforce this Policy at any time without having to serve a prior notice on the User. Please note that we may, from time to time, change the terms of the Policy that governs your return, refund or cancellation of an order for Products on the Platforms. Such policy changes shall majorly have prospective effect and not retrospective effect, unless otherwise specified herein. In case the Policy changed for a Product for the Users who have already purchased the Product under the old Policy, then the old Policy shall continue to be applied to the User for that Products. Any order of Product placed by the User after the policy change then the revised Policy will be applicable to such order of Products. Hence, it is recommended that every time you wish to use the Platforms for purchase of Products, please check the Policy to ensure that you understand the terms and conditions that apply at that time when you are placing any order for Product(s) offered for sell or sold on the Platforms. Soul Story will, at its sole discretion, notify the Users of any change in the Policy by posting a notice on the homepage of the Platforms.

2. TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS

2.1 Cancellation of Products:

a. You can cancel orders for Products partially or fully prior to the orders of Products being packed and invoice generated in relation thereof.

b. Upon successfully placing an order for Products on the Platforms and after Soul Story has successfully handed over the Product(s) to its Logistic Partner, in case you change your mind in relation to a particular order of the Products (including instances of tampered/torn/opened Product packages at the time of delivery of Product), you may reject the shipment of such order of Products when our Logistic Partner attempts the delivery the order of Products at your address. For any help that you may need you can always reach out to us at support@thesoulstory.co or via Contact Us section on the Platforms.

c. On receipt of the cancellation request prior to Products being packed and invoice being generated we shall cancel the order of Products and initiate the refund for the Products within 10 (ten) business days from the receipt of the cancellation request from you. The amount shall be refunded to you through the same mode of payment used by you for the purchase or via credit to your Soul Story Wallet account that can be used for subsequent purchases of Products on the Platforms. All refunds, except for refund to the Soul Story Wallet account, shall be subject to applicable policies and charges of the User’s bank/financial institution/payment gateway, as may be applicable.

d. The User is not allowed to cancel the order for Products after the Products have been packed and invoice has been generated in relation thereof. If any User sends an email to us requesting for cancellation of the order for Products after the Products have been packed and invoice has been generated in relation thereof, we cannot guarantee such order cancellation in case the Product is already packed and invoiced by the time we check and respond to User’s email. In such cases, the User may choose to refuse to accept the delivery of the order of Products when our Logistic Partner attempts the delivery the order of Products at User’s address and let unwanted order of Products be returned to us by our Logistic Partner. If at the time of delivery of order of Products by our Logistic Partner the User notices or is aware that the Product package is either tampered and/or torn and/or open then the User must may reject the shipment of such order of Products when our Logistic Partner attempts the delivery the order of Products at the User’s address and intimate the concern by emailing us at support@thesoulstory.co or contacting us via Contact Us section on the Platforms.

2.2 Return of Products:

a. Subject to the category-wise terms as set forth under Annexure A to this Policy, you may initiate the request for return of the Product if: (i) Product is damaged; (ii) both the Product and shipping package have been damaged; (iii) Product is defective or is not in working condition; (iv) the Product is of bad quality; (v) parts of the Product or accessory is missing; (vi) the Product ordered is different from what was ordered basis the Product description provided on the Platforms; or (vii) you are dissatisfied with the quality of purchased Product due to size issue, fit issue, colour issue, manufacturing defects, shrinkage in fabric, colour bleeding (each referred to as “Non-Compliant Product”). For Soul Story, you shall initiate such requests for return of Products in accordance with the terms set forth under Annexure A to this Policy (“Return Period”).

b. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return of Products. The User shall ensure that the Products being returned comply with the conditions set out under this Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour.

c. You shall keep the Products in its unused, original condition, along with the original invoice/sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy. In case we find that the returned Products does not meet the criteria mentioned under this Policy, we reserve the right to reject the return Products and refuse refunds in relation thereof.

d. If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the concerned Platforms. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return of the Products. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Products received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit. You agree that our decision in relation thereof is final and binding on you.

e. Your return will be processed only when the conditions as may be stipulated by us in this Policy are fulfilled at the time of return of such Products, such as the Product being returned in original condition (including water seal stickers in case of fragrances), along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage or defect to the Products having occurred post-delivery of the Products while in your possession, etc.

f. You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to Non-Returnable Products (defined below), (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Soul Story Return Period (defined above), (iv) ‘Made to Order’ Products on the Platforms. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you or a third party or any depreciation in the value for other reasons will not deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.

g. It is hereby clarified that in the case of electronics, notwithstanding anything to the contrary to this Policy and subject to paragraph (l) below, Users cannot return electronic Products which are specified as ‘non-returnable’ on the relevant Products detail pages of the Platforms. Products may be returned within the Soul Story Return Period only in case of damaged-in-transit Products; or incorrect Products shipped to the User; or missing components of the Products and empty sealed packages of the Product and not for any other reasons. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit. You agree that our decision in relation thereof is final and binding on you.

h. It is hereby clarified that in case of certain Products, including but not limited to accessories (watches) or precious materials, notwithstanding anything to the contrary to this Policy and subject to paragraph (l) below, a refund will be made once the relevant Product reaches the brand showroom/warehouse and the quality check of the Product is completed. Further, if the User loses any certificate relating to said Product, a fee of INR 500 (Indian Rupees Five Hundred) shall be collected from such User.

i. Soul Story shall not accept return or refund requests raised for certain category of Products, including but not limited to the following Products, except in accordance with paragraph (m) below (“Non-Returnable Products”):

(i) Beauty & Care;

(ii) Decor & Gifting;

(iii) Home Needs;

(iv) Kitchen & Dining;

(v) Some products in Night & Loungewear;

(vi) Clothing Accessories like Gloves & Masks, Handkerchiefs

Additional Return Conditions and Process

Additionally, you should always check the Products display page on the Platforms for the return and exchange policy applicable to that specific Products.

j. You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:

(i) The Product has not been worn, washed, cleaned or tampered with by you.

(ii) The price tag/bar code, brand tags, original packaging material including brand boxes and protective coverage, accompanying accessories is intact and not altered, damaged or discarded by you.

(iii) The serial number/IMEI number/bar code of the Product, as applicable, should match with Soul Story records.

(iv) The accessories delivered with the Product (such as chargers, earphones, user manuals, etc.) are returned along with the Product, in an undamaged, unaltered condition.

(v) The Product is not altered, unless proven vendor defect.

(vi) In the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by Soul Story.

(vii) In case of precious materials or accessories (such as watches), if the returned Products are fake or counterfeit or damaged or altered.

(viii) Return is being initiated against the order under which it was bought and from same account and the serial number/bar code of the Product matches our records.

(ix) The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect.

(x) There is no foul odour, perfume, stains, dents, scratches, tears or any form of damage or defect on the Product.

(xi) The Product(s) if bought as a set should be exchanged as the complete set.

(xii) Products returned should be in unused, undamaged, unwashed and in a saleable condition.

(xiii) We are satisfied that the Product has not been rendered defective, damaged or unusable.

(xiv) User has not breached any terms of this Policy.

We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.

k. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product or is not in a sellable condition as it does not satisfy the conditions mentioned in paragraph (j) above, Soul Story shall have the right, exercisable at its sole discretion, to: (i) refuse to accept the return of such Product; and/or (ii) either (a) refuse to process any refund in relation thereof; or (b) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

l. Subject to User satisfying the conditions mentioned in paragraph (j) and (k) above, the User can only return Non-Returnable Products if there are defects and deficiencies in the Products (attributable to and accepted by Soul Story after due verification at its sole discretion) such as damaged-in-transit Products; or if incorrect Products were shipped to the User; or if there are missing components of the Products; or empty sealed packages of the Product delivered, and not for any other reasons. The User shall initiate a request for returning such Non-Returnable Products on the Platforms not later than 5 (five) days from the date of delivery of such Products.

m. Subject to the terms of this Policy, Soul Story also accepts partial returns wherein User can raise a return request for one or all Products except in case of Bundled Packages (defined below). The process for initiating the process for raising a return/refund/exchange request is as follows:

(i) Please login with your credentials and visit the My Account section.

(ii) Select the order you want to return and click on “Return/Exchange” and follow the instructions on this page to obtain a Return ID. Kindly email an image of the Product and the invoice for our reference.

(iii) At the time of creation of this return/refund request, the User shall specify the preferred mode of refund i.e. either the User’s bank or Soul Story Wallet, if the User had used the cash on delivery mode of payment.

(iv) The Products will be picked up within the timelines intimated by Soul Story.

(v) Soul Story will initiate the refund or replacement process only if the Products are received in accordance with this Policy.

(vi) On certain select days as specified by Soul Story separate policies may be applicable.

n. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for Soul Story to process refunds. For illustrative purposes, if the User has purchased a shirt and a pair of pants as 1 (one) Product in a promotional package, the User will be required to return both the shirt and the pair of pants and will not be permitted to return either only the shirt or only the pair of pants from the Bundled Package. It is hereby clarified that if the Bundled Package consists of any Non-Returnable Product along with other Products, the User shall return all other Products except the Non-Returnable Products.

o. Return of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for return of Product on the Platform and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you and delivering it to Soul Story. While Soul Story has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, Soul Story has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where Soul Story is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to Soul Story shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return. Upon self-shipping the Product to Soul Story warehouse, the User shall be required to scan and email the courier/postal receipt to support@thesoulstory.co for Soul Story records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at Soul Story returns desk/warehouse. For all above-mentioned self-shipment of Products, the User shall be fully responsible for any service deficiencies including but not limited to delays, lost in transit, damage, etc. to the Products due to any negligence or default of the courier partner chosen by User for self-shipment and we shall not be held responsible or liable for the same in any manner whatsoever.

p. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph (o) above and Soul Story does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to Soul Story to prove his/her claim of return of Products through self-shipment to Soul Story. It is specifically clarified that any refunds shall be processed by Soul Story only upon it receiving the returned Products in sellable condition and concluding required quality checks including the conditions mentioned under paragraph (j) and (k) above. User shall be solely responsible for any defect, damage and/or deficiencies including delays, lost in transit, etc. to the Product caused in transit while self-shipping the Product to Soul Story.

q. If any User has excessive returns in their account, we may charge a standard convenience fee for future orders placed by such User. Such convenience fee charged shall be shown to the User before placing any order of Products on checkout page of the Product as a separate charge and such convenience fee charged is non-refundable. For Users with high returns and unaccepted shipments of order, Soul Story may at its discretion disable cash on delivery payment option for such Users and you agree that our decision in relation thereof is final and binding on you. Soul Story also reserves the right to disable User accounts if we determine that the User has wilfully violated the terms of this Policy including other policies of the Platform and has exceptionally high returns.

2.3 Refunds

a. At the time of raising a request for return or cancelling the Products on any of the Platforms, you may seek a refund for the Non-Compliant Product. Such refund will be made to you only in the event the payment has been received by us for the Products returned or cancelled.

b. Please be informed that when you opt to cancel or return the Products, upon our receiving, verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within 7–10 (seven to ten) business days from the date of our receipt of the Products and verification of the defect or non-compliance.

Your refund will be processed only when the conditions stipulated in this Policy are fulfilled, including the Product being returned in original saleable condition without any defect or damage, with the price tag intact, including original packaging, brand outer packaging of the Non-Compliant Product and all accessories therein, and satisfaction of all conditions mentioned under paragraph 2.2 (j) and (k) above being met. For the avoidance of doubt, we shall not make any refund in respect of a Product that is deemed ineligible for refund based on our verification and assessment. You agree that our decision in this regard is final and binding.

c. Refunds shall be processed by Soul Story through its normal banking channels except in cases where a User had utilised the Soul Story Wallet for purchase of Products or opted for the cash on delivery option. The refund amount will be credited to the original payment mode opted by you or the Soul Story Wallet, as chosen by you. After initiation of refund, it may take additional time for the refund to reflect in your account subject to your financial institution or payment provider terms and conditions. Where a User utilised the Soul Story Wallet, refunds shall be processed only into such User’s Soul Story Wallet.

d. Where a User opted for cash on delivery, refunds shall be processed into either the User’s Soul Story Wallet or the User’s valid bank account (if details are provided at the time of refund). If more than one payment option was used, Soul Story may process refunds through a payment option it deems fit in its sole discretion. Once refunded into a User’s Soul Story Wallet, the amount cannot be transferred to any bank account or encashed and shall remain available for future purchases on the Platforms. All refunds, except refunds to Soul Story Wallet, shall be subject to applicable bank charges.

e. We do not make cash refunds. The amount will be refunded within 7–10 (seven to ten) business days of approving the refund, subject to the terms of this Policy and depending upon the mode of payment chosen. If the refund does not occur within the advised time, you may contact us for assistance. Alternatively, the amount may be credited to your Soul Story Wallet for subsequent purchases.

f. Refunds shall not include any shipping charges or other charges including Convenience Fee, unless a Product has been delivered with a defect or damage attributable to and accepted by us after verification. In such cases, shipping charges may be refunded provided you claim such refund within 7 (seven) days of receiving the remaining refund amount. Subject to paragraph 2.2 (l) above, refunds will be provided for Non-Returnable Products received in damaged or defective condition, subject to verification.

g. Soul Story shall make reasonable attempts to keep the User informed of the refund status through updates on the User’s account, registered mobile number and registered email address. Soul Story disclaims all liabilities arising from failure to provide such updates due to technical reasons beyond its control.

h. We reserve the right to reject a refund request if the Product does not satisfy the quality conditions specified under this Policy. In such cases, we may notify you and shall not be liable to return the Product or take any further responsibility. You agree that our assessment and decision in this regard shall be final and binding.

2.4 Exchange of Products

a. You may initiate a request for exchange if the Product delivered is of a different fit and/or size than ordered, or if it does not fit and you wish to try a different size of the same Product (“Exchangeable Product”). Such request must be initiated within the Exchange Period mentioned on the Product detail page.

b. The Exchangeable Product must be kept in unused, original and saleable condition, along with the original invoice/sale receipt, brand outer box, MRP tags attached, user manual, warranty cards and original accessories in manufacturer packaging. Exchange is subject to our verification and assessment. Our decision shall be final and binding.

c. Upon receiving an exchange request, we may verify whether the defects or non-compliance are acceptable or attributable to our default. We may request images or schedule an assessment visit. Based on verification, we may accept or reject the exchange request at our sole discretion.

d. Exchange will be processed only if the Product is returned in original and saleable condition (including water seal stickers in case of fragrances), with intact price tag, original packaging, brand outer packaging and accessories, no damage while in your possession, and subject to stock availability.

e. We will not accept exchange if: (i) wrong model/colour was ordered by you; (ii) the Product is Non-Returnable; (iii) exchange request is not raised within the Exchange Period; or (iv) the Product is ‘Made to Order’. Damage due to improper use, modification or depreciation shall not qualify as an Exchangeable Product. Our decision shall be final.

f. Exchange is permitted only if the following conditions are satisfied:

1. The Product has not been worn, washed, cleaned or tampered with.
2. Price tag/bar code, brand tags, original packaging material and accessories are intact and unaltered.
3. Serial number/IMEI/bar code matches Soul Story records.
4. All accessories are returned in undamaged and unaltered condition.
5. The Product is not altered unless due to vendor defect.
6. Electronics must remain sealed in the poly jiffy bag provided by Soul Story.
7. Precious materials/accessories (e.g., watches) must not be fake, counterfeit or damaged.
8. Exchange must be initiated against the same order and account.
9. Gifts accompanying the Product must be returned unused and undamaged.
10. No foul odour, stains, dents, scratches, tears or damage.
11. Products bought as a set must be exchanged as a complete set.
12. Product must be unused, undamaged, unwashed and saleable.
13. Product must not be rendered defective or unusable.
14. User must not have breached any terms of this Policy.

We reserve the right to reject the exchange request if the above conditions are not satisfied.

g. Exchange of Products shall be facilitated through our reverse-logistics partners. Upon acknowledgement of the exchange request, our partners may contact you to collect the Product.

CUSTOMER SUPPORT

Any queries or concerns relating to return, refund and cancellation may be directed to our customer support team at the contact details provided below:

Contact Details:
Email: support@thesoulstory.co
Phone: +91 7794814040
Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM

ANNEXURE A

The category-wise details are set out below and shall apply subject to the other terms and conditions of this Policy. Please read all sections carefully to understand the conditions under which returns will be accepted. Since the below table is indicative, we recommend checking the Product display page for Product-specific return/exchange information before placing an order.