At SOULITY, we want you to love what you wear. If you’re not completely satisfied with your purchase, we’ve made returns and exchanges easy with our hassle-free doorstep pickup service.
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7-DAY EXCHANGE POLICY
We offer a 7-day exchange policy from the date of delivery. You have 7 days to request an exchange if the size or fit isn’t right.
Exchange Eligibility: • Valid for 7 days from delivery date • Exchange available for size only (one time per order) • Product must be unworn, unused, and unwashed • All original tags must be attached • Product must be in original packaging • Invoice/receipt must be included
Size Not Available? If your size is out of stock, we’ll issue you a store credit coupon: • Coupon value equals the product price you paid • Valid for 1 month from issue date • Can be used on any product on our website • Sent via email and WhatsApp
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HASSLE-FREE RETURN PROCESS
No Need to Ship! We Pick Up from Your Doorstep.
We understand returns can be inconvenient, so we’ve made it super easy. You don’t need to visit a courier office or arrange shipping. We’ll send our delivery partner to pick up the product from your doorstep!
HOW IT WORKS:
Step 1: Contact Us (Within 7 Days of Delivery)
Reach out to us via: • WhatsApp: +91-9266858766 (Fastest response – available Mon-Sat, 10 AM – 6 PM) • Email: care@soulity.in • Phone: +91-9266858766
Provide us with: • Your order number • Reason for exchange/return (wrong size, defect, damage, etc.) • Photos (required for defective/damaged products – send directly on WhatsApp!) • Your preferred solution (different size, refund, or store credit)
Once your request is approved, we will: • Schedule a FREE reverse pickup from your original delivery address only • Share the pickup date and time slot with you • Send pickup confirmation on WhatsApp • Provide you with pickup tracking details
Important: Pickup can only be arranged from the original shipping/delivery address. Pickup from alternate locations is not available.
Step 3: Hand Over to Our Delivery Partner (Zero Effort!)
Simply keep the product ready: • Pack in original packaging with all tags attached • Include the original invoice/receipt • Seal the package securely • Hand it over to our delivery partner when they arrive • Get a pickup receipt/proof from the delivery partner
No need to: ✗ Go to a courier office ✗ Pay shipping charges upfront ✗ Print shipping labels ✗ Arrange courier pickup yourself
Step 4: Processing (1-2 Working Days After We Receive)
Once we receive and verify the product: • Exchanges: New size shipped immediately (if available) • Refunds: Processed within 7-10 business days • Store Credit: Coupon code sent instantly via email/WhatsApp
Pickup Charges: • Size/fit exchanges: ₹100 processing fee (You can pay this fee via UPI/online payment when confirming the exchange on WhatsApp or Mail.) • Defective/damaged products: Completely FREE pickup! • You only pay if the exchange is for size/fit preference
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PICKUP REQUIREMENTS
For smooth pickup, please ensure:
Product Packaging: ✓ Product in original packaging ✓ All tags attached and intact ✓ Original invoice packed inside ✓ Package sealed properly ✓ Remove/cover any old shipping labels
During Pickup: ✓ Be available at scheduled pickup time ✓ Hand sealed package to delivery partner ✓ Get pickup confirmation receipt ✓ Take a photo before handing over (recommended for your records)
Pickup Timings: • Monday to Saturday: 10 AM – 6 PM • No pickups on Sundays and public holidays • Exact time slot confirmed via WhatsApp
Missed Pickup? • WhatsApp us at +91-9266858766 to reschedule • We’ll arrange another pickup within 24-48 hours • After 2 missed pickups, you may need to ship yourself (₹100 shipping cost applies)
Pickup Address Policy: Pickup is only available from the original delivery address. We cannot arrange pickup from a different location. Please ensure the product is at the delivery address when scheduling pickup.
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REFUND POLICY
DEFECTIVE OR DAMAGED PRODUCTS (Full Cash Refund)
If you receive a defective, damaged, or wrong product, you’re entitled to a full refund to your original payment method.
Eligible for Full Refund: • Manufacturing defects • Product damaged during shipping • Wrong item delivered • Product quality not as described on website • Missing items from your order
Requirements: • Report within 24 hours of delivery (critical for damaged products) • Provide clear photos showing the defect/damage • Product must be unused (except for inspection to identify defect) • Contact us immediately: WhatsApp +91-9266858766 or Email care@soulity.in
Refund Timeline: 7-10 business days after we receive and verify the product
For defective/damaged products: ✓ Pickup is completely FREE (we cover the cost) ✓ Full refund to original payment method ✓ No deductions or charges
SIZE OR FIT ISSUES (Store Credit)
If the product doesn’t fit or you’d like a different size: • We offer exchange for available sizes • If preferred size unavailable, store credit issued • Store credit coupon value equals product price • Valid for 1 month from issue date
Note: For size/fit exchanges, ₹100 processing fee applies. You can pay this fee via UPI/online payment when confirming the exchange on WhatsApp or Mail.
CANCELLATION BEFORE SHIPPING
Changed your mind? You can cancel orders before shipment: • Contact us immediately: WhatsApp +91-9266858766 or Email care@soulity.in • Free cancellation if order hasn’t shipped • Full refund to original payment method within 7-10 business days • Once shipped, cancellation not possible (exchange/return process applies)
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REFUND PROCESSING TIMELINE
Once we receive and verify your returned product, refunds are processed as follows:
Payment Method Processing Time ─────────────────────────────────────────── Credit Card 7-10 business days Debit Card 7-10 business days Net Banking 7-10 business days UPI 5-7 business days COD Orders 7-10 business days (Bank transfer) Store Credit Coupon Immediate (sent via email/WhatsApp)
Note: After we initiate the refund, your bank may take an additional 2-3 business days to credit your account. This varies by financial institution.
Refund Amount Breakdown: • Full product price (for defects/damage) – No deductions • Product price minus ₹100 (for size/fit exchanges) – Processing fee deducted • Original shipping charges are non-refundable (unless return is due to our error)
Track Your Refund: WhatsApp us anytime at +91-9266858766 for refund status updates!
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NON-RETURNABLE ITEMS
The following items cannot be exchanged or returned:
✗ Sale items or clearance products (marked as “Final Sale”) ✗ Gift cards and vouchers ✗ Products with removed, damaged, or missing tags ✗ Used, worn, washed, or altered products ✗ Products without original packaging ✗ Innerwear, undergarments, or intimate apparel (for hygiene reasons) ✗ Custom or personalized products ✗ Products purchased from unauthorized sellers
Important: Even if an item is listed above, defective or damaged products from these categories are still eligible for refund under the Consumer Protection Act, 2019.
Questions about whether your item is returnable? WhatsApp us at +91-9266858766
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DAMAGED OR DEFECTIVE PRODUCTS
Received a damaged or defective product? We’re here to help immediately.
Inspection on Delivery: • Please inspect your order as soon as you receive it • Check for any visible damage to the packaging or product • Open and verify the product immediately
Report Within 24 Hours: If you find any issues, contact us within 24 hours of delivery: • WhatsApp: +91-9266858766 (Send photos directly – fastest resolution!) • Email: care@soulity.in (attach clear photos) • Phone: +91-9266858766
What We Need: • Clear photos of the damaged/defective product • Photos of the packaging (if damaged) • Order number • Brief description of the issue
We Will: • Verify the issue based on photos (within 24 hours) • Arrange immediate FREE pickup (no charges for defective products) • Process full refund OR send replacement (your choice) • Cover all return shipping costs
For damaged or defective products, the entire return process is 100% FREE!
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CONSUMER RIGHTS (As Per Consumer Protection Act, 2019)
As a customer in India, you are protected by law and have the following rights:
Your Rights: • Right to return defective or damaged products with full cash refund • Right to compensation for deficient service • Right to be heard and assured of attention to consumer interests • Right to seek redressal against unfair trade practices • Right to consumer education • Right to file consumer complaint within 2 years of purchase
These rights are protected under the Consumer Protection Act, 2019.
If you have any grievances that are not resolved to your satisfaction, you may contact:
