Refund policy
At ShopMySoul, every piece is checked before it ships. This policy explains exactly when you can return or exchange an item, how refunds work, and the timelines you can expect — in line with the Consumer Protection Act, 2019.
We recommend recording a short unboxing video when your order arrives — this helps us verify and resolve damage or wrong-item claims quickly, and speeds up your refund.
1. Return & Exchange Eligibility
You may request a return, replacement or refund within 7 days of delivery if:
- The item arrived damaged or defective, or
- You received an incorrect product (different from what you ordered).
To be eligible, the item must be unused, in its original condition, with all original packaging, tags and any certificate/authenticity card intact.
2. Items That Cannot Be Returned
- Products that have been used, worn (beyond trying on), or damaged after delivery.
- Items returned without their original packaging.
- Change of mind — simply not liking the product is not eligible for return, though you are welcome to contact us and we will try to help.
3. How to Raise a Return Request
Step 1. Contact us on WhatsApp or email at support@shopmysoul.com / +91 80873 79766 within 7 days of delivery, with your order number and photos/video of the issue.
Step 2. Our team will review your request and confirm if it is approved, usually within 1–2 business days.
Step 3. Once approved, we will share instructions for returning the item (or arrange a pickup, where available).
4. Refunds
Once we receive and inspect the returned item, we will notify you of the approval status. Approved refunds are processed as follows:
| Payment Method | Refund Timeline |
|---|---|
| Prepaid orders | To original payment method, within 5–7 business days of approval |
| Cash on Delivery (COD) | To a bank account/UPI ID you provide, within 7–10 business days of approval |
Instead of a refund, you may also choose store credit for use on a future order, where offered at checkout.
5. Cancellations
You may cancel your order free of charge any time before it has been dispatched — message us on WhatsApp or email as soon as possible. Once an order has been dispatched, it can no longer be cancelled, but remains eligible for return under Section 1 if it arrives damaged, defective or incorrect.
6. Exchanges
If you'd like a different size, design or product, the fastest way is to return the original item (once approved) and place a new order for the item you want.
7. Damaged, Defective or Wrong Item Received
If your order arrives damaged, defective, or is not what you ordered, please contact us within 7 days with your order number, photos, and (if available) an unboxing video. We will arrange a replacement or refund at no extra cost to you.
8. Contact Us
Email: support@shopmysoul.com
WhatsApp: +91 80873 79766
Hours: All 7 days, 10:00 AM – 7:00 PM
Last updated: August 22, 2026
