Returns & Refund Policy
If you claim a leakage in the product or if it was damaged during the delivery process, please send us an email with the required details within 48 hours of the delivery date. We will issue a product exchange for any product that is returned in a saleable and undamaged condition, in its original packaging and verified to be damaged or faulty. Please allow one to three weeks from the day you return your package for your exchange request to be fully processed and closed.
If your shipment packaging is damaged or resealed, please do not accept it and notify us immediately. Ensure you record an unboxing video and reach out to our support team within 48 hours.
Exchange / Refund Request Process
Please write to us within 48 hours of receiving the product at support@thesoulstory.co with the following details:
- Complaint Order Number
- Invoice number
- Membership status with Card Number (if applicable)
- Details of your request or complaint
- Images or videos supporting the complaint with Batch details clearly visible
Image & Video Requirements
- Non-sealed / Leakage / Broken Products: Clear images or videos of the issue along with spillage (if any), mono-carton and outer packaging. Include images showing tampered seal if applicable.
- Empty / Less Volume / Missing / Wrong Product: Clear images or videos of the issue along with spillage (if applicable), mono-carton and outer packaging.
- Dirty Internal or Outer Packaging: Clear images or video of the complete open package received along with mono-carton and outer packaging.
- Packaging Definition: Mono-carton refers to the Soul Story individual product box. Outer packaging refers to the larger box the entire order is shipped in. Images of both are mandatory.
Once all details are received, our team will respond within 3 working days. If an exchange is approved, you will receive an authorization number and a reverse pick-up will be arranged.
In case of a refund, once approved, the amount will reflect in your account within 10–15 days, and a confirmation email will be sent.
Return Shipment Requirements
All products must be returned in the same packaging as received and must include:
- Address of dispatch
- Name & Address of the customer
- Order number
- Contents of the package
Please email this document and share images of the reverse pick-up consignment (inside and outside packaging) with the Customer Care representative handling your case.
Once received by our warehouse team, exchange orders will be processed within 24 hours, and new tracking details will be shared.
Note:
- Gift boxes are not eligible for exchange or refund.
- The company is not responsible for damage after delivery.
Product Quality Related Complaints
For product quality concerns, email support@thesoulstory.co within 7 days of receiving the product with the following details:
- Order number
- Product with quality concern
- Membership status with card number (if applicable)
- Details of your request
- Images or videos including back label with Batch details clearly visible
We will review and respond within 24–48 hours.
If required, our team will connect you with an in-house Ayurvedic Doctor within 2 working days. Based on assessment, the product may be requested for factory quality inspection. The quality report will be available within 7 working days from receipt.
Inspection Return Requirements
- Address of dispatch
- Name & Address of the customer
- Order number
- Contents of the package
Email this document and share images of the reverse pick-up consignment with Customer Care.
If the product matches the complaint after inspection, return/exchange will be initiated within 7 days of receipt by the quality inspection team. The complete process may take a minimum of 3 weeks.
Non-Applicable Conditions
- Damages due to neglect, improper usage, or wrong application are not covered.
- Allergic or skin reactions are not eligible for exchange.
- Personal dislike (fragrance, color, preference) without proof of quality issue is not applicable.
Refund Policy
No cash refunds are permitted.
