Refund & Returns Policy

At Soul Dial, we want you to be happy with your purchase. If you experience any issue with your order, please contact us first so we can help troubleshoot and find the best solution.

This policy applies to both domestic and international orders.

Contact Us First

Before returning an item, please contact us so we can assess the issue and provide return instructions if needed.

For troubleshooting, product issues, returns, or refund requests, please contact:

Email: hello@souldial.net

Please include your order number, a description of the issue, and where possible, photos or videos showing the problem.

Change of Mind Returns

We may accept change of mind returns at our discretion.

To be eligible for a change of mind return, the item must be returned in its original condition, unused, undamaged, and with all original packaging, accessories, and included materials.

Customers are responsible for the cost of return postage for change of mind returns.

A restocking fee may apply to approved change of mind returns, particularly where the item or packaging has been opened, used, damaged, or requires inspection, repacking, or refurbishment.

Restocking fees do not apply where a remedy is required under applicable consumer law.

Product Issues, Faults, or Mechanical Problems

If your item has a mechanical issue, manufacturing fault, or other product-related problem, please contact us first so we can troubleshoot the issue with you.

Many issues can be resolved through setup guidance, troubleshooting, or software updates.

If the issue cannot be resolved remotely, we may request photos, videos, further information, or return of the product for assessment.

If the product is confirmed to have a fault or mechanical issue covered under applicable consumer guarantees, we will provide an appropriate remedy. This may include a replacement, repair, refund, or other solution depending on the circumstances and the requirements of applicable law.

Where a replacement is approved, we will arrange the replacement once the issue has been assessed and approved.

Return Postage

For change of mind returns, customers are responsible for all return postage costs.

For faulty or mechanically defective products, please contact us before sending anything back. If the product is confirmed to have a fault covered by applicable consumer law, reasonable return postage costs may be reimbursed where required by law.

Please do not return any item without first contacting us and receiving return approval and instructions.

International Returns

For international orders, customers are responsible for any return postage costs unless otherwise agreed or required by law.

Customers are also responsible for any customs fees, import duties, taxes, brokerage fees, or other charges that may apply when returning an item internationally.

Original shipping fees, customs fees, import duties, taxes, and other third-party charges are generally non-refundable unless otherwise required by law.

If an international parcel is refused, unclaimed, or returned due to unpaid customs fees, incorrect address details, or failure to collect the parcel, any refund may be reduced by shipping costs, return shipping costs, customs charges, and other costs incurred.

Lost or Damaged Return Parcels

Customers are responsible for return parcels while they are in transit back to us, unless we have arranged the return shipping ourselves.

We strongly recommend using a tracked postal or courier service when returning an item.

We are not liable for return parcels that are lost, delayed, damaged, or delivered to the wrong address while in transit where the customer has arranged the return shipping.

Lost, Delayed, or Damaged Deliveries

If your original order is lost, delayed, or damaged during delivery, please contact us so we can investigate with the shipping carrier.

We are not responsible for delays caused by customs, local postal services, courier networks, incorrect address details, or events outside our reasonable control. However, we will do our best to assist where possible.

If a parcel is marked as delivered by the carrier but you have not received it, please contact the carrier directly as soon as possible and let us know so we can assist with an investigation where available.

Incorrect Address Details

Please ensure your shipping address is correct at checkout.

We are not responsible for parcels that are delayed, lost, returned, or delivered incorrectly due to incorrect or incomplete address details provided by the customer.

If an order is returned to us due to an incorrect address, failed delivery, or failure to collect the parcel, the customer may be responsible for any additional shipping costs to resend the order.

Refund Processing

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed back to the original payment method where possible.

Refund processing times may vary depending on your payment provider.

Shipping costs, return postage, customs charges, payment processing fees, and any applicable restocking fees may be deducted from the final refund amount unless otherwise required by law.

Product Condition and Exclusions

This policy does not cover damage caused by misuse, neglect, accidental damage, unauthorised modification, improper storage, normal wear and tear, or use outside the product’s intended purpose.

We reserve the right to refuse a return, refund, or replacement where the product has been damaged due to customer misuse or where the issue is not covered by applicable consumer law.

Repairs and Stored Data

If a product is returned for repair or assessment, please be aware that repairs or replacement may result in the loss of stored data, settings, or device history.

Where required by law, we will provide any applicable repair notices before carrying out repairs.

Questions

If you have any questions about your order, troubleshooting, returns, refunds, or warranty-related issues, please contact us before sending anything back.

Email: hello@souldial.net