Our Promise to our Valued Customers:
We are committed to being your trusted partner by delivering the high quality products with lowest price, service and convenience you deserve. If you are not fully satisfied with your purchase, we are here to help you with an Exchange, Return or Repair.If you received an item from us that you are not satisfied with, please contact Customer Service via email service@soullamps.com
1.Right of withdrawal
Upon delivery of the Goods, you will promptly examine them. If any of the goods ordered have been damaged in transit or have been incorrectly shipped or are defective through faulty material or factory workmanship. You must notify us by writing to us through email at service@soullamps.com within 30 days from the date of delivery of the relevant goods.
Please Note: You will be deemed to have accepted such Goods if you fail to notify us within such period.
2.Return & exchange conditions
Items returned without authorization will not be accepted.
Items must be returned within 30 days after you receive them. All items must be in the same condition that you received it, unworn or unused, with tags, and in their original packaging. You’ll also need the receipt or proof of purchase. When returning or exchanging items, customers must use a shipping method providing tracking information.
Non-returnable items:
On-sale items or gift cards are non-refundable. Damage/Lost caused by customers is non-refundable.
3.General Return Process
Initiate a return:
Please email us at service@soullamps.com with photos and/or videos of the items and let us know your order number.
Our customer service staff will determine the eligibility of your return request within 3 business days.
Ship the item back:
If your return is accepted, we’ll send you the return address and instructions on how and where to send your package.
Please Note: Items returned without authorization will not be accepted. We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature because we will not be responsible for lost return/exchange.
4.Return Charge
If the return is due to our problems (such as incorrect products, or quality problems with products), we will provide a full refund for you;
The buyer should pay the freight if the return is due to the buyer’s problem (such as: don’t like/ unwanting the item, or ordering the wrong product/size).
A 10% restocking fee will be charged if you return for the following reasons: don’t want/need/like it, ordered the wrong product/size.
Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
5.Order Cancellations
We can cancel the order for you if you contact us in time after your purchase. If your payment is finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund the full amount of your money. Orders can't be canceled once the parcel is shipped out.
6.Refunds
Please allow approximately 1-2 weeks for return processing. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you paid by credit or debit card, we’d process a refund to the same card originally used to place and pay for the order once we receive your return. Please allow approximately 5-7 business days to credit back to your original form of payment.
If you paid using PayPal or Apple Pay, we’d process a refund to your PayPal account or your Apple Pay account originally used to place and pay for the order once we receive your return. Please allow approximately 1-3 business days to credit back to your original form of payment.
7.Please Note:
The pictures of color-difference products may be different from the actual color under the influence of light, color temperature, and display parameters. Please take the real object as the standard. Thanks for your comprehension.