Policy for Product Quality Complaints
For any quality concerns, please speak to a staff member within 7 (seven) days of your purchase. Our team will guide you through the necessary steps to resolve your complaint. Please make sure that you provide the contacted staff member with the following details:
- Invoice number;
- Product that is highlighted for quality issue;
- Please specify if you are a Member of Soul Story or not along with card number;
- Details of your request; and
- Images or videos to support the complaint along with an image of the back label of the product where the batch details are clearly visible.
In the case a quality issue is highlighted, our team will first connect you with customer support executive. Depending on the nature of the complaint, the conversation with our executive and his or her analysis of the situation, our customer team representative will then request to have the product sent back to our factory for a quality assessment and the quality report will then be available post 7 (seven) working days from receiving the product for quality check.
All products to be shared for inspection must be physically accompanied in the reverse pick-up by the original receipt and a document that states the following:
- Address of dispatch;
- Name & Address of the customer;
- Invoice number; and
- Contents of the package
Please also email the abovementioned documents and share an image of the reverse pick-up consignment (inside and outside packaging) with our staff member with whom you have been in touch. If the product passes the test and matches the complaint, we shall initiate return/exchange process within 7 (seven) days of the consignment being received by our quality inspection team. The overall quality inspection process starting from pick-up to the final response would involve a minimum time period of 3 (three) weeks. Please ensure products returned for quality assessment include the original receipt.
Exchange of product due to reasons including personal dislike of the product; dislike of the fragrance; dislike of color that cannot be backed by proof of quality issues with the product itself is not applicable.
No cash refunds are permitted.
