Return, Exchange, Cancellation and Refund Policies

Please contact the Soulse Support Team using the whatsapp button on our Platform, or send an email to info@soulse.in).

After you’ve placed an order, we will create a whatsapp group between you, us, and the seller. Please send any order-related inquiries to this whatsapp group. Alternatively, you can also reach out to us separately by email (info@soulse.in) or whatsapp (6366589620).

Please check a brand’s individual product page for information on a brand’s regular delivery time frames. While we ask our sellers to dispatch their products to you as soon as possible, some of our brands’ products are made to order and, accordingly, may have longer delivery times than ready-made products. In any event, you will receive information on the expected dispatch time for your order by whatsapp once the seller has confirmed your order.

We offer free shipping on any orders with a total order value above Rs. 499. We charge a nominal shipping fee for orders with a total order value of Rs. 499 and below.

After you place an order on our Platform, you will receive updates on the status of your order by whatsapp and/or email.

After you place an order, you will receive a notification from us that your order has been received and that it is awaiting confirmation by the seller. This means that we’ve notified the seller of your order, but that we have not yet received confirmation from the seller that seller is able to dispatch your order within the regular time period seller has specified on its product pages on our Platform. While we generally expect sellers to be able to dispatch their items as previously indicated, some of our young and upcoming brands manufacture in small batches, which may from time to time result in inventory shortages. If a seller notifies us that seller isn’t able to dispatch your ordered item within the previously communicated timeframe, we will cancel your order and promptly refund the relevant order amount, unless you inform us that you’re happy to receive your order at a later date agreed with the seller.

After initiating a return/exchange/cancellation/refund request, you will receive whatsapp notifications from us and the seller informing you about the status of your request.

You should receive your refund within 5-7 business days after the brand has received your returned item. The refund will be issued to the original payment method/instrument used to make the initial payment.

Yes. You generally cannot return or exchange items that: Have been used, washed, or damaged (within your control), or that lack the original packaging including price tags and labels; Have been custom-made for you; Are consumables (e.g. food, beverages, bath & beauty products, personal hygiene products); or For which the time limits for returns/exchanges set by the relevant brand have elapsed. Moreover, many brands do not permit returns for products sold at a discount or for which the seller has provided any other type of purchase incentive (e.g., freebies). Additionally, some brands exclude returns and exchanges entirely, except in the event that you received a wrong, defective, damaged, or expired product. Therefore, please carefully check each brand’s applicable return policy (as shown in each brand’s individual product listings) before completing a purchase.

If you would like to return or exchange an item that is eligible to be exchanged/returned, or cancel an order in accordance with the seller’s applicable terms, please email (info@soulse.in) or whatsapp us (6366589620), and we will initiate the relevant return/exchange/cancellation process by connecting you with the relevant seller. Please make sure to include the following information in your request: name of product; order ID; and a description of the nature of your request. If you want to return a product that you have received in damaged, defective, or expired condition, we will need to hear from you within 24 hours of your receipt of the product, and, in the case of a damaged or expired product, you will also need to send us a photograph showing the damage. Please note that, for any other return/exchange requests, each brand determines its own policy as to the time period within which it will accept eligible returns/exchanges. Please note that all returns and exchanges, if any, are ultimately handled by the brands from which you have purchased the products on our Platform.

Many of the brands on our Platform are at the beginning of their entrepreneurial journey. Some of these brands, therefore, manufacture only in small batches, which is why it may occur from time to time that a brand has just run out of stock when you place your order. In that case, they may inform you that they’re not able to fulfill your order within the previously indicated time period. In this situation, we will issue your refund within 24 hours of the seller’s notification, unless you inform us that you are happy to receive the seller’s order at any later point of time agreed between you and the seller.

Each brand selling on the Soulse Platform determines its own return, exchange, cancellation and refund policies (including eligibility criteria and time limits for requesting returns/exchanges/refunds). You can view these policies in the product pages of each brand. If you have questions about any of these, please contact the relevant brand directly (contact details for each brand are also provided in the relevant product pages). Of course, you are always entitled to receive a refund in the unfortunate event that you were sent a wrong, damaged, defective, or expired item, or if the seller fails to confirm your order.

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We've started a free community on Discord for founders of D2C brands, experts, investors and others to connect on all aspects of building a new D2C company and scaling it. For more information please click here. Curious to check out the Discord Community? Click here.

Our online popup events are generally open to anyone interested in checking out cool and upcoming D2C brands that are selling on our Platform. Details regarding these events, as well as how to attend them, will be announced ahead of time on our website as well as on our IG account. Click here to check out our upcoming popups.

In case of an eligible refund, please initiate the refund payment to us within 24 hours of the refund being agreed upon. We will initiate a refund payment to the buyer within 24 hours of your refund initiation.

Order Confirmation When an order is placed for one of your orders, you will be notified on your registered email address and phone number by WhatsApp. Once you get the order notification, please confirm the order with a simple confirmation message by email or WhatsApp. This is to let us know that you have the product inventory. In case you're rejecting the order for any reason, you can let us know in the same way. Transfer of Payment Once you confirm the order, we will send the payment. So the sooner you confirm the order, the sooner we will send you the payment. The payment is sent directly to your bank account. Initiate Shipment Initiate shipment with your shipping provider as you normally do, and send us the tracking link by email or by WhatsApp, so we can communicate with the buyer in case of any issues. Ship the Product Ship the product as usual.

We don't charge any commission or listing fees. The only fees we pass on to you is the payment processor fees. Currently we use Razorpay as our payment processor and the payment processor fees is 2% + GST. This comes up to 2.36% typically. As we increase the volume of sales on our platform and partner with other payment processors, we aim to bring down the payment processor fees.

Please see our Seller Features and submit your registration as a new seller here

If a buyer requests a return/exchange, we will connect you with the buyer on WhatsApp. We create a WhatsApp group with you and the buyer and empower you and the buyer to communicate directly on the issue. The returns/exchanges eligibility will be as per the onboarding questionnaire you filled at the time of registering on our platform. Please process the return/exchange as per the policies you've committed to with us.