Refund policy

  • For Prepaid Orders: The refund for the Prepaid order is processed within 7 working days after receiving your order and the Quality Check process. The refunded amount will be reflected in the respective payment mode.
  • For COD Orders: The refund for the COD order is processed within 7-10 working days after receiving your order and the Quality Check process. The refunded amount will be reflected in your selected mode of payment (Gpay account/UPI ID).

Return policy

Thank you for your interest in our custom products! We understand that sometimes things can go wrong during shipping. This policy outlines the guidelines for returning damaged customized products.

Products Eligible for Return:

  • Products only qualify for return if they are damaged upon arrival. This includes:
    • Physical damage to the product itself (scratches, cracks, rips, etc.)
    • Defects in workmanship or materials
  • Note: Customer Must Provide a Unboxing Video.

Return Window:

  • You must notify us of any damage within 7 days of receiving the product.

Return Process:

  1. Contact Us: Please contact our customer service team within the return window by Email –  contactus@thesoulgen.com
  2. Information Required: You will be required to provide your order number, a brief description of the damage, and photos of the damaged product.
  3. Return Approval: Our team will review your request and contact you within 3 business days to confirm if your return is approved.
  4. Return Shipping: If your return is approved, we will provide you with a prepaid return shipping label. Please securely pack the damaged product in its original packaging and return it to us using the provided label.

Replacement Policy:

  • Once we receive and inspect the returned product, we will process a replacement for the exact same customized item as soon as possible.
  • You can expect to receive your replacement product within 6-7 business days of us receiving your return.

Important Notes:

  • This return policy applies only to damaged customized products.
  • We are unable to accept returns of customized products for reasons other than damage, due to the unique nature of these items.
  • Original shipping charges are non-refundable.

We strive to provide excellent customer service and ensure your satisfaction with your custom product. If you have any questions about this policy, please don’t hesitate to contact us.

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