Refund & Return Policy

 

At SOULNSMELL, we aim to handle returns, exchanges, and refunds fairly and clearly while respecting consumer rights applicable in the United Arab Emirates.

 

1)    Eligible Return or Exchange Requests

 

Customers may request a return or exchange within 7 days of delivery if the item is unopened, unused, in its original condition, and in its original packaging.

 

2)    Non-Returnable Items

 

·        The item has been opened

·        The item has been used

·        The product is not in its original condition

·        The original packaging has been damaged by the customer

 

3)    Damaged, Incorrect, or Missing Items

 

If your order arrives damaged, incorrect, incomplete, or clearly defective on delivery, please contact us within a reasonable time and provide your order number, a clear photo of the item, and a photo of the packaging where relevant.

In such cases, SOULNSMELL will bear the full cost of the return or exchange.

 

4)    Return or Exchange Shipping Costs

 

If the return or exchange is not due to a store error, the customer is responsible for the return or exchange shipping cost.

 

5)    Order Cancellation

 

·        Orders may be cancelled free of charge if they have not been shipped yet

·        Once the order has been shipped, it will be treated as a return request under this policy, not as a cancellation

 

6)    Refund Process

 

·        The refund will be issued by bank transfer

·        Within 5 business days

·        After the returned item has been received and inspected

 

7)    Right to Refuse

 

·        The return conditions above are not met

·        The product has been opened or used

·        The damage is determined to result from misuse or improper storage after delivery

 

Return Contact

 

·        WhatsApp / Phone: 00971569313920 / 00971569215380

 

·        Email: contact@soulnsmell.com

 

·        Social media communication channels