SOUL AND SUNSHINE COLLECTIVE

REFUND & RETURN POLICY

Last updated: December, 2025

This Refund & Return Policy is framed in accordance with the Consumer Protection Act, 2019 and applicable consumer protection rules in India.

At Soul & Sunshine Collective, we ensure that all products are carefully handcrafted, quality-checked, and securely packed before dispatch. However, in the rare event of receiving a damaged or defective product, the following policy shall apply.

1. Conditions for Return & Refund

As per Indian consumer law, a consumer is entitled to a replacement or refund in case of defective, damaged, or wrong goods.

Accordingly, returns and refunds are accepted only if:

  • The product received is physically damaged or broken at the time of delivery

  • The issue is reported within 24 hours of delivery

  • A clear, continuous unboxing video is provided as mandatory proof

Requests not fulfilling the above conditions shall not be eligible for return or refund.

2. Mandatory Unboxing Video Requirement

To establish proof of damage during transit, a single, uninterrupted unboxing video is required.

The video must:

  • Show the sealed package clearly before opening

  • Capture the complete unboxing process

  • Clearly display the damaged or broken product

In the absence of an unboxing video, the claim cannot be verified and no return, replacement, or refund will be processed, as permitted under applicable consumer protection rules.

3. Time Limit for Raising a Complaint

All complaints regarding damaged or defective products must be raised within 24 hours of delivery.

Complaints raised after this period will be considered invalid, as damage after delivery cannot be attributed to manufacturing or transit defects.

4. Procedure to Raise a Return / Refund Request

Please email us at:

📧 info@soulandsunshine.shop

Include:

  • Order ID

  • Clear photographs of the damaged item

  • Unboxing video

  • Brief description of the issue

Each request will be reviewed on a case-by-case basis.

5. Refund Processing

Upon verification and approval:

  • Refunds will be processed to the original mode of payment

  • The refund timeline is 5–7 business days, subject to bank or payment gateway processing times

6. Non-Returnable & Non-Refundable Cases

Returns or refunds shall not be applicable in the following cases:

  • Change of mind or personal preference

  • Minor variations in colour, texture, size, or finish inherent to handmade products

  • Damage caused after successful delivery

  • Requests raised beyond 24 hours of delivery

  • Orders without a valid unboxing video

7. Limitation of Liability

Soul & Sunshine Collective shall not be liable for damages caused due to:

  • Improper handling after delivery

  • Failure to follow product care instructions

  • Incomplete or unverifiable evidence of damage

8. Policy Updates

This policy may be updated or modified at any time in compliance with applicable Indian laws. Any changes will be effective immediately upon publication.