Refund policy
RETURN AND REFUND POLICY
We hope you love your Soul & Ember order. If you change your mind, please contact us at hello.soulandember@gmail.com within 14 days of receiving your order.
Returns
Physical products must be returned unused, unopened and in their original packaging, with proof of purchase. Once your return has been approved, we will provide the return address and instructions.
Please return the item within 14 days of telling us that you wish to cancel. Items sent back without contacting us first may not be accepted.
Change-of-mind return postage is the customer’s responsibility. We recommend using a tracked service, as we cannot be responsible for returned items lost in transit.
Damaged, faulty or incorrect items
Please contact us as soon as possible if your order arrives damaged, faulty or incorrect. Include your order number and photographs where possible so that we can resolve the issue promptly.
If an item is confirmed as faulty, damaged or incorrect, Soul & Ember will cover the reasonable return costs and offer a replacement or refund as appropriate. Your statutory rights are not affected.
Non-returnable items
We cannot accept change-of-mind returns for:
• Digital products once downloading or access has begun, where you agreed to immediate delivery and acknowledged that you would lose your cancellation right
• Sealed bath, body or hygiene products once opened or unsealed
• Personalised or custom-made products
• Gift cards
• Candles or wax melts that have been lit, melted or used
These exclusions do not affect your rights if a product is faulty, damaged or not as described.
Digital products
Before receiving immediate access to a digital product, you will be asked to agree to delivery beginning during the 14-day cancellation period and to acknowledge that your right to cancel will be lost once the download or access begins.
If a digital product is faulty, inaccessible or not as described, please contact us so we can put things right.
Cancellations
If you wish to cancel a physical-product order before it has been dispatched, please contact us as quickly as possible. If it has already been dispatched, the standard returns process will apply.
Refunds
We will let you know when your return has been received and inspected.
Approved refunds will be issued to your original payment method. If you cancel and return your entire order, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for express or upgraded delivery will not be refunded.
Refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever occurs first.
We may reduce a refund if an item has been handled more than necessary to establish its nature, characteristics and function.
Exchanges
The quickest way to receive a different item is to return the original item and place a new order once your return has been accepted.
Contact
For all return, cancellation and refund enquiries, please email: