Returns And Exchanges

Our Returns & Exchanges policy is valid for 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If you participated in the Member's Only Club program then the Return & Exchange policy period is extended to 60 days.

To be eligible for a return, contact us at Support@soulfuldesires.com  write "RETURN REQUEST" in subject line and include in the email the product name, sku, purchase date, reason for return and best contact telephone number. You will be issued a RMA # with return shipping details. Your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

If your products arrived damaged due to improper shipping, please follow the return policy below under Shipping. These must be reported immeditely by contacting us at Support@SoulfulDesires.com with "DAMAGED PACKAGING" written in the subject line.

We accept returned items that are in resalable condition. However, several types of goods are exempt from being returned: 

• Perishable goods such as food
• Oils that have been transferrd into plastic containers
• Discontinued items
• Gift cards

• Downloadable software products

• Some health and personal care items that can not be resold after opening and initial use
• Book with obvious signs of use

• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error OR Any item that is returned more than 30 days after delivery with the exception provided to Member's Only participants that are given an additional 30 day return period

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer, we will provide the return instructions to you via email. We suggest that if you do not receive the email to check your junk mail first prior to reaching out to us.

There are certain situations where only partial refunds are granted and these are dictated on a case by cases basis and are influenced by the manufacturers or third party vendor return policies. For example, the shipping of crystals may have a special handling requirement based on weight.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please go to our contact us page to send us a message.

Sale Items

For non Member's Only Club Member purchases: The terms of the refund or exchange will be dictated by the manufacturer or third party vendor. If a refund or exchange is not approved by them then we will offer an instore credit as a courtesy, up to $30.

For Member's Only Club Members - Sale items will be refunded or exchanged, at the value of the purchase so long as the product is returned in a resaleable condition, with original packaging etc. 

In any event, we strive very hard to acheive 100% customer satisfaction and we will always work with you to make sure that return and exchanges are handled in a smooth fashion.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about your return.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your return is  approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 24 hours of approval. Note, if the approval is obtained on a Friday, due to your financial institutions weekend processing policies you may not see your return until the following Monday. 

If you haven’t received a refund yet, first check your bank account again then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please visit our contact us page to send us a message. 

Shipping

For non Member's Only Club Member: You will be responsible for paying for your own shipping costs for returning your item. Original shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.

For Member's Only Club participants: Free shipping is included in the Member's Only Club, We will provide an in store credit equal to the value of the cost of shipping any returned item that is eligible for a refund or exchange.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refused orders that are returned will be charged return shipping plus a $2 fee. Unauthorized returns will be charged a 20% restocking fee.

Due to the increase in shipping costs we reserve the right to bill your account for all shipping fees billed to us due to a package being returned or refused without prior approval. 

If your products arrived damaged due to improper shipping: These must be reported immeditely (ie the arrival date) by contacting us at Support@soulfuldesires.com with "DAMAGED PACKAGING" written in the subject line, please include a brief description of the incident, product order #, product description and picture (no zip files). 

Filing of damage claims or missing package claims with the shipping provider (UPS, US Postal Service, Fed Ex, Etc…) will be the responsibility the manufacturer, third party vendor and/or  SoulfulDesires.com  Shipping providers have date deadlines for filing claims so please let us know the same day it occurred so we may resolve this situation quickly and provide a refund and/or ship out a new order. This applies to Member's Only Club participants as well (see terms under membership).

International Orders and Regional Laws: It is the responsibility of the purchaser to understand and answer for all fees and charges required by Customs and Duty regarding packages ordered and shipped internationally. FedEx and UPS have their own brokerage fees that we have no control over. These fees are billed in addition to any duty and tax.

All items sold and distributed by SoulfulDesires.com are legal for sale and distribution. However, it is the responsibility of all customers to understand local, regional, and national laws pertaining to the items they purchase, and purchasers are solely responsible for packages lost or destroyed, or any legal action resulting from the purchase of the items that are illegal in their particular country or region.

Delivery Times

Most orders will ship within 48 hours via the shipping provider best suited for your area and as determined by the shipper. Exact methods will vary accordingly and multiple shipments may be received under one order. An additional $18.00 charge will be applied for change of address or location after the order ships (per box).

Sales Tax and Price Changes

Sales Tax : Soulful Desires.com is required to charge Florida sales tax on orders to be delivered to addresses within the State of Florida. The customer is solely responsible for all sales tax (or other taxation) on orders shipped to any other state or out of the country.

Price Change: Prices are subject to change without notice. The prices listed on our website will be the most accurate and up to date.

Typographical Errors: In the event a product is listed at an incorrect price or with incorrect information due to typographical error, error in pricing, product information received from our suppliers, etc., please let us know so we can correct them.