Returns and Exchanges
We hope you are satisfied with every item you purchase. If for any reason you need to return or exchange an item, we will be happy to assist you. Please read the following returns and exchanges policy carefully to ensure a smooth process.
1. Return Conditions
If for any reason a customer is dissatisfied with their order, they may exercise their right to withdraw and return the item within 30 days of receiving the product (based on the delivery date).
The safety tag on the returned item must remain intact and must not be cut or damaged. The right to return or exchange an item may only be exercised if all of the following terms and conditions are met.
Returned items must be in brand-new, unused condition, with all tags, packaging, and gifts intact, and must not have been washed, stained, or otherwise damaged in a way that affects resale.
For returns due to quality issues (such as obvious damage, manufacturing defects, incorrect items, or incorrect sizes), customers must contact customer service within 48 hours of receiving the goods to explain the situation and provide photos or videos as proof.
2. Exchange Conditions
If a customer is dissatisfied with their order for any reason, they may request an exchange for a different size or color of the same item within 30 days of receiving the product, provided the item is in stock.
Exchanges may be requested due to size issues or color preferences, but the product must remain in pristine condition (tags intact, unused, and unwashed).
The availability of replacement items is subject to final confirmation by customer service. If the item is out of stock, customers may choose to return the item or exchange it for another product.
3. Return/Exchange Process
- Log in to your account and go to the "My Orders" page.
- Find the order you want to return or exchange and click to enter the order details.
- Contact our customer service team to submit a return/exchange request. Please be sure to fill in the order information in detail and upload relevant photos (if it is due to quality issues).
- After waiting for customer service to review and approve, we will send you the return address.
- Please send the product back and keep the logistics tracking number for subsequent inquiries.
- Once we receive and confirm that the product is in good condition, we will complete the refund or arrange an exchange within 3-5 working days.
4. Shipping Costs
For returns or exchanges due to product quality issues, shipping costs will be covered by us.
For returns or exchanges due to personal reasons (e.g., dissatisfaction with size, color, or style), shipping costs will be borne by the buyer.
5. Important Reminder
Please ensure you use a trackable shipping method to return the item to avoid issues with lost packages.
Returned items must be properly packaged. If damage occurs due to improper packaging, we reserve the right to refuse the refund or exchange request.
Refunds will be returned to the original payment account or credit card.
Exchange processing times may be slightly delayed depending on product inventory availability; we will communicate with you promptly.
6. Situations Where Returns/Exchanges Are Not Supported
Exceeding the return/exchange period.
Products with obvious signs of use (e.g., stains, perfume odor, damage, etc.).
Products not purchased through our platform.
Customers who frequently refuse delivery or return products for subjective reasons (e.g., “does not match expectations,” “slight color difference”) may have their return services restricted.
7. Contact Us
If you have any questions or need assistance, please contact the Souloves customer service team promptly: tech@souloves.com