Last updated: 4/26/2025
Any claims for misprinted/damaged/defective items must be submitted within 7 days (the first day of the return window starts the day tracking shows delivered status) of receiving all items in the order and shipped back to us within 7 days of submission to qualify for a refund. If it is a split package order, it will start from the time of the final package delivery date and time. For packages lost in transit, all claims must be submitted no later than 21 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense. Orders returned without meeting the above criteria are subject to a 20% restocking fee or we may decline the entire return. Shipping and handling charges are non-refundable. Return shipping is the customer's responsibility unless it was a shipping error or a damaged item. Please allow 5-7 business days from the day we receive the returned package to process. We will email you after return has been processed to confirm what has been done.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to the vendor's facility. We may ask you to confirm that the shipping address was correct and double-check that you contacted the shipping carrier to try locating the lost order. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).If the tracking information states the order was delivered, it is your responsibility to check with the carrier to see where the package was left. In this case, the order will not be reshipped and you will be responsible for any reorder and reshipment expenses.
Products Damaged During Shipment - If your product or products are damaged in shipment, we will be required to end a photo of the damaged package and goods, and a replacement will be sent at no cost (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to the vendor's facility and you will be liable for the cost of a reshipment (if and as applicable).
All of our products are custom-made ("Made to Order") products. Custom products are unique and produced only once ordered. This also means that returns and exchanges are not supported for these products if you ordered the wrong size, color, or simply changed your mind.
We reserve the right to refuse returns at our sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
If you have any questions regarding returns not covered in this policy, please contact us at shop@soul-shinedesign.com.