Refund, Return, and Cancellation Policy

Souli Cosmetics is committed to providing a seamless shopping experience for our customers. Please review our policies for cancellations, returns, and refunds below.

Order Cancellation

Cancellation Window

  • You can cancel your order within 1 hour of placing it, provided the products have not yet been dispatched.
  • To cancel your order, use one of the following methods:
  1. Log into your account on the Souli Cosmetics website and cancel directly.
  2. Use the chat support service available on the website.

Important Notes

  1. Cancellations after the 1-hour window will not be accepted.
  2. For prepaid orders cancelled within 1 hour, a full refund will be processed.
  3. Refunds will be initiated within 24-48 business hours of the cancellation request approval. The time taken for the amount to reflect in your account depends on your bank’s policies.

Policy for High-Risk Transactions

Souli Cosmetics reserves the right to refuse transactions or delay refunds by 3-6 months for users with a history of bulk order cancellations or repeated questionable transactions.

Non-Cancellable Items

Gift cards are not eligible for cancellation.

Return and Refund Process

Return Window

  • You may place a return request within 48 hours of delivery.
  • Return requests will be approved following quality checks conducted by our team.
  • Refunds will only be processed once the returned products are collected from your location.

Refund Timelines

  • Prepaid Orders (Credit/Debit Cards or Net Banking): Refunds will be processed within 24-48 business hours of pickup. It may take an additional 3-7 working days for the amount to reflect in your account, depending on your bank.
  • Cash on Delivery (COD) Orders: Refunds will be processed to your bank account after we collect the required details from you.

Important Notes

  • Gift cards are not eligible for returns.
  • Refunds are not applicable for shipping fees or gift box charges (if applicable).

Eligibility for Returns, Replacements, and Refunds

Valid Reasons for Return or Replacement

  1. Products that are damaged or spoiled during transit.
  2. Products that arrive in damaged packaging.
  3. Incorrect products delivered.

Replacement Requests

  • Replacements are subject to stock availability. If stock is unavailable, a refund will be issued.
  • Replacements are only applicable for the same product. Exchanges for different products are not allowed under any circumstances.

Non-Returnable Products

The following items are not eligible for returns or refunds:

  • Products that are damaged due to use, overuse, or misuse.
  • Products with tampered packaging, missing items, price tags, or accessories.
  • Products with altered serial numbers.

Steps to Submit a Return, Replacement, or Refund Request

  1. Log into your Souli Cosmetics account and select the return or replacement option.
  2. Provide the reason for your request.
  3. Upload the following four images of the product:
  4. A front view of the product showing the product name.
  5. A back view of the product.
  6. An image of the product barcode.
  7. An image of the outer packaging.
  8. Submit your request through the designated option on our website.

International Orders

  • Returns and Replacements: International orders are not eligible for returns or replacements.
  • Cancellations: Cancellations are only allowed before the order has been prepared for dispatch.
  • Refunds: Refunds for international orders are only applicable in the following cases:
  • Products damaged or spoiled during transit.
  • Products delivered in damaged packaging.
  • Incorrect products delivered.
  • For refunds, follow the same process outlined above.

Contact Us

If you have any questions or concerns regarding our Refund, Return, and Cancellation Policy, please reach out to our customer support team through the chat service on our website.