Return, Refund & Exchange Policies
Updated Nov. 1, 2024
Overview -
I stand behind all of my work and I love having happy customers. I will always work with anyone who finds they need to return, exchange or request a refund on any item purchased. There can be many reasons to send back an item and I will work closely with you to resolve any issue you may have. Contact me….we’ll talk!
Table of Contents -
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Contact Information
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Returns Made Within 30 Days
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Requesting a Return After 30 Days
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Return Shipping Fees, Multiple Returns
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Evaluation of a Returned Item
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Processing Time
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Items NOT Eligible for Returns, Refunds or Exchanges
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Exchanges
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Definition of an Unused Item and a Used Item
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Return of Items Damaged/Broken in Transit
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Items Lost in Transit
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Return of Items Damaged/Broken Due to Construction
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Items Damaged/Broken by the Customer
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Keep Your Original Packaging & Paperwork for 30 Days!
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Where to Send Returns
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Shipping and Order Errors
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Late or Missing Refunds
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Gift Orders and Gift Order Policies
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Policy Change Notifications
1 - Contact Information -
You can contact me in several ways:
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Contact Form - You can send me a message through my contact form. Click here: Contact Form
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Order Confirmation Email - You can reply to the order confirmation email you receive, which will include my contact details.
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Email - soulsongoriginals@gmail.com - Subject: RETURN INFORMATION REQUESTED
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Live Chat - (When available.) Feel free to leave a message. I will reply as soon as possible.
2 - Returns Made Within 30 Days -
If for any reason, you are not totally satisfied with your purchase, I will gladly accept your return within 30 days of you receiving the item(s). Where a full refund is being requested, all items must be returned in their original, new, unused and undamaged condition and include the second page of the Packing Slip with the appropriate information filled in. Refunds do not include original shipping charges, if applicable. (see Keep Your Original Packaging & Paperwork for 30 Days! below for more information)
All returns made for any reason must be received by me within 30 days of receipt of the item(s) by the buyer. For example: If the buyer receives their purchase on May 1 and they want to return it, I would need to receive it by May 30 (or the next closest business day thereafter) for the buyer to be eligible for a refund. An exchange can also be requested. (see Exchanges below for more information)
All returned items are subject to evaluation. (see Evaluation of a Returned Item below for more information)
Refunds do not include original shipping costs paid for by the buyer, unless there was an error in shipping on my part or if the item breaks due to a construction issue within 30 days of receipt or if the item was damaged or broken in transit. (see Shipping and Order Errors or Return of Items Damaged/Broken Due to Construction or Return of Items Damaged/Broken in Transit below for more information)
3 - Requesting a Return After 30 Days -
In some cases, the return of an item made after 30 days of receipt by the buyer might be requested. PLEASE NOTE THAT THIS TYPE OF RETURN MUST BE PRE-APPROVED and the item will be subject to evaluation. (see Evaluation of a Returned Item below for more information)
For all items that are pre-approved for return after the 30-day limit, an exchange for a different item or items valued at the same, or higher price as the item being exchanged, will be allowed. No refunds will be issued for items returned after 30 days. Return shipping charges of an item after the 30-day return limit is the responsibility of the buyer as well as shipping charges for the new item to be sent to the buyer. All applicable charges must be paid for by the buyer before shipping of the replacement item(s). (see Exchanges below for more information)
4 - Return Shipping Fees, Multiple Returns -
Return shipping fees within the 30-day return period are waived for one return per 3-month period. Two or more returns within the 30-day return period during a 3-month period will have return shipping charges deducted from any refund due. Four or more return requests within a 3-month period can result in the buyer’s future returns being denied, regardless of any of my return/refund/exchange policies.
Customers paying to return an item must request from their shipping carrier, tracking and insurance for the item for at least the original purchase price. Consider adding the cost of your original shipping to the amount you are insuring the returned item for. I cannot accept responsibility, regardless of value, for any return that is untraceable and/or uninsured where the return shipping charges are the responsibility of the customer and the item is not received by me.
5 - Evaluation of a Returned Item -
Upon receipt of any returned item, an evaluation of the item will be made to make sure it is in its original, new, unused and undamaged condition and that no alterations, including removal or substitution of components, have been made to the item. If all is well with the returned item(s), a refund in the form of the original payment method will be made as long as the item is returned within the 30-day receipt period, or a pre-approved exchange will be initiated. (see Returns Made Within 30 Days above or Exchanges below for more information)
In a case where an item is returned and upon evaluation is deemed “used”, the buyer will be responsible for shipping charges to have that item returned to them in the condition it was received by me, if they wish, as a “used” item is not eligible for a refund or exchange. For this reason, PLEASE do not return items that have been worn and used during the 30-day return period. Doing this will cost the buyer more to have the item returned to them. If the buyer decides not to pay the shipping to have the item returned to them, the item can be forfeited by the buyer. If this is the case, I will discuss alternative solutions with the buyer.
6 - Processing Time -
All returns, exchanges, and refunds will be processed within 4 business days of receipt of returned item(s) and payments (if applicable).
7 - Items NOT Eligible for Returns, Refunds or Exchanges -
Items marked “Final Sale”.
Items marked “Clearance”.
Custom made items.
8 - Exchanges -
Please contact me to initiate an exchange.
I accept exchanges for items of the same, or higher, value. Shipping costs to return a pre-approved exchange will be paid for by me as long as the exchange is within the 30-day receipt period.
The buyer will be responsible for the difference in price for the exchanged item being returned and the new item being purchased plus the shipping charges for the new item they want sent to them. All charges that are the responsibility of the buyer must be paid before the new item is shipped.
9 - Definition of an Unused Item and a Used Item -
Other than an item not being used at all, an item is still considered “unused” if, after trying it on, you find it doesn’t fit properly, or realize it doesn’t look the way you had hoped it would. If that occurs, please initiate a return and immediately place the item in its original packaging for return shipping. (see Keep Your Original Packaging & Paperwork for 30 Days! below for more information)
Any item received for a refund or exchange will be fully evaluated. (see Evaluation of a Returned Item above for more information)
If the evaluation shows that the item is considered unused, a refund in the form of the original payment method will be made, or a pre-approved exchange will be initiated. Original shipping charges are not refundable.
Obvious wear or damage will deem the item “used” and ineligible for a refund or exchange. In a case where an item is returned and upon evaluation is deemed “used”, the buyer has a couple of choices:
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The buyer can have the item, in its “used” condition, sent back to them in which case they will be responsible for shipping charges to have that item returned to them in the condition it was received by me. A “used” item is not eligible for a refund or exchange.
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The buyer can opt to forfeit the item if they are not willing to pay to have the “used” item returned to them. If this is the case, I will discuss alternative solutions with the buyer. (see Exchanges and Evaluation of a Returned Item above for more information)
For this reason, PLEASE do not return items that have been worn and used during the 30-day return period. Doing this will cost the buyer more to have the item returned to them.
10 - Return of Items Damaged/Broken in Transit -
If you receive an item that was damaged or broken in transit, retain all shipping packaging and paperwork and please contact me using a contact method listed above within 3 days of receipt of the item. Keeping the damaged shipping package will be evidence of the damage or breakage having occurred during transit. Items damaged or broken in transit can be returned free of charge. When returning the item you MUST include the original packaging showing that the damage occurred during shipping. Obvious manipulation of the packaging to claim it was damaged or broken in transit will cancel any refund or exchange. If the package is deemed manipulated, I will discuss other options for a solution with you. Returned items will be subject to evaluation. (see Evaluation of a Returned Item above for more information)
11 - Items Lost in Transit -
On rare occasions, a package will be lost in transit due to the negligence of the shipping service. When the purchase is made and the buyer opts for Expedited Shipping, insurance covering the package is included. That would enable me to refund your purchase price for the item. In this situation, original shipping charges will be refunded as well.
If the buyer opts for First Class Mail shipping, for an additional fee, they can request the package be insured. If no insurance is requested, there will be no coverage for items lost in transit and I cannot be held responsible for uninsured items. If this occurs, I will discuss other options for a solution with you.
For this reason, it is safer to spend an extra couple of dollars for Expedited Shipping to insure your package.
12 - Return of Items Damaged/Broken Due to Construction -
If you purchase an item and it breaks within 30 days of receipt due to faulty construction , please contact me immediately. Returned items will be subject to evaluation. (see Evaluation of a Returned Item above for more information)
You can choose to have the item repaired. You will receive free return shipping. When I receive the item and I deem that, indeed, it was the fault of construction, I will repair the item free of charge and will ship the repaired piece back at no cost to you. If you do not want the item repaired and returned, then my refund policy will take effect as long as the item is returned within the 30-day return window, which means you will receive a refund to your original payment method, and in this case, your original shipping charges. (see Returns Made Within 30 Days above for more information)
If it is determined that the item is damaged/broken but NOT due to faulty construction, and NOT due to transit, then please refer to the paragraph below: Items Damaged/Broken by the Customer.
13 - Items Damaged/Broken by the Customer -
Any item that is broken and/or damaged either intentionally or unintentionally, by the customer or by the negligence of the customer or anyone the customer allows the item to be handled by, after receiving it in new, unused and undamaged condition, will not be accepted for return, refund or exchange. For this reason, PLEASE do not return items that have been damaged/broken by the customer or by the negligence of the customer or anyone the customer allows the item to be handled by. Doing this will cost the buyer more to have the item returned to them.
In a case where an item is returned and upon evaluation is deemed damaged/broken by the customer or by the negligence of the customer or anyone the customer allows the item to be handled by, the buyer has a few choices:
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The buyer can pay to have the item repaired and pay to have the item shipped back.
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The buyer can have the item, in its damaged/broken condition, sent back to them in which case they will be responsible for shipping charges to have that item returned to them in the condition it was received by me.
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The buyer can opt to forfeit the item if they are not willing to pay to have the damaged/broken item fixed and returned to them or returned to them in its damaged/broken condition. If this is the case, I will discuss alternative solutions with the buyer. (see Exchanges and Evaluation of a Returned Item above for more information)
14 - Keep Your Original Packaging & Paperwork for 30 Days! -
Item(s) being returned for a refund or exchanged for a different item must be unused and in their original packaging. For this reason, please keep your original packaging and all paperwork for 30 days after receipt of your item(s).
The Packing Slip that is enclosed with your item(s) is considered your paper receipt for your purchase. You will also receive an email with your purchase information.
When returning an item for any reason, include the second page of your Packing Slip which is your printed proof of purchase. Fill out the appropriate portions and include it in your return shipment.
Saving the original packaging and paperwork is an especially helpful practice if the item you purchased is a gift that has not been directly shipped to the gift recipient. Please note that the 30-day return window applies for gifts as well. (see Gifts below for more information)
15 - Where to Send Returns -
If for any reason you need to return an item, detailed instructions will be provided on where to send it.
16 - Shipping and Order Errors -
Errors by me: Although it has never happened, in the event that an error is made by me (for example: wrong item sent, etc.) that causes the order to be returned by the buyer, I will pay for the return of the item and for reshipping of the correct item. If my error causes the item to be lost or stolen (item sent to wrong address, etc.), a full refund of the purchase price and shipping will be made to the customer.
Errors by the buyer: If the buyer provides the wrong shipping address and the order is not returned to me by the wrong recipient, the customer will forfeit the price paid for the item plus the shipping paid.
If the buyer orders the wrong item, they will be responsible for return shipping as well as shipping of the correct item, even if the original order was $75 or higher and was eligible for free shipping.
17 - Late or Missing Refunds:
If you are due a refund and haven't received it within 10 business days, please check your bank or credit card account and contact your financial institution, as there is often some processing time by most financial institutions before a refund is posted.
If you've done all of this and you still have not received your refund, please contact me by using one of the contact methods under Contact Information located at the top of this document.
18 - Gift Orders and Gift Order Policies -
All gifts are subject to the original 30-day receipt of item(s) policy. (see Returns Made Within 30 Days above for more information)
I will gladly ship gifts when requested which will include a gift receipt. You may request a note card to be included in your gift with a personalized, handwritten message at no extra charge. The buyer of the gift will also receive, via email, a Packing Slip which will have all of the purchase information and will be considered a purchase receipt.
Exchanges requested by the gift recipient - Only exchanges will be accepted at the request of the gift recipient on gifts that are shipped directly to the gift recipient. Items shipped as gifts cannot be returned by the gift recipient for a cash refund. Requests for an exchange by a gift recipient must be made within 30 days of receipt of item by the recipient. Exchanges of gift items must have the item returned in the original packaging and be accompanied by the second page of the Packing Slip with the appropriate information filled in, that was included with the gift item. The gift recipient must contact me to find out the value of the item they wish to exchange. (see Contact Information and Keep Your Original Packaging & Paperwork for 30 Days! above for more information)
Gift exchanges must be of equal or higher value as the gift item received. (see Exchanges above for more information)
The gift recipient will be responsible for the difference in price for the exchanged item being returned and the new item being purchased plus the shipping costs to return the original item and the shipping costs of the new item they want sent to them. All charges that are the responsibility of the gift recipient must be paid before the new item is shipped.
Refunds or Exchanges Initiated by the Original Purchaser - If the original purchaser of the gift would like to initiate a refund or exchange for the item sent to the gift recipient, they must arrange for the gift recipient to return the item within 30 days of receipt. The gift recipient must return the item in its original packaging and include the second page of the Packing Slip that was included with the gift item with the appropriate information filled in. (see Keep Your Original Packaging & Paperwork for 30 Days! above for more information)
Shipping costs to return a gift for exchange from the gift recipient and return shipping of the new item to the gift recipient is the responsibility of the original purchaser. (see Exchanges above for more information)
The original purchaser will be responsible for the difference in price for the exchanged item being returned and shipping costs to return the item and ship the new item to the gift recipient. All charges that are the responsibility of the original purchaser must be paid before the new item is shipped.
19 - Policy Change Notifications -
Return, Refund & Exchange Policies described herein may be changed at any time without prior notice.