Refund policy
Return, Refund & Exchange Policy
At Soule Fragrances, we carefully inspect and securely pack every order before dispatch. Because fragrance preference is highly personal and our products are sealed for hygiene and product integrity, we do not accept returns or exchanges merely because a customer does not like the fragrance, changes their mind, or expected a different fragrance experience.
Non-Returnable / Non-Exchangeable Situations
- Change of mind
- Dislike of the fragrance
- Fragrance not matching personal preference
- Different perception of fragrance
- Expected longevity/projection not being met
- Products that have been opened or used
- Incorrect fragrance selected by the customer
- Incorrect quantity selected by the customer
- Change in personal preference after purchase
- Failure to check the product/fragrance description before ordering
Damaged or Defective Product
If your order arrives damaged, broken, leaking or otherwise defective, please contact us within 48 hours of delivery.
To enable us to investigate the issue, you may be required to provide:
- Order number
- Clear photographs of the package and product
- Photographs of the shipping label
- A clear unboxing video, preferably showing the package from the moment it is opened
- Any other information reasonably requested by our team
Claims may be rejected where there is insufficient evidence to establish that the damage occurred before or during delivery.
If the issue is verified as a genuine transit damage, manufacturing defect or other eligible issue, Soule Fragrances may, as appropriate and subject to applicable law, offer a replacement, refund or other suitable resolution.
Wrong Product Received
If you receive a product different from the one ordered, please contact us within 48 hours of delivery with photographs and your order details. After verification, we will arrange an appropriate resolution.
Missing Product
If an item appears to be missing from your order, please contact us within 48 hours of delivery with your order number and supporting photographs/video where available. We will investigate the issue and provide an appropriate resolution where the claim is verified.
Leakage
Our attar bottles are securely sealed and packed before dispatch. In the unlikely event that a bottle arrives leaking:
- Do not discard the product or packaging.
- Take clear photographs immediately.
- Record the condition of the package and product.
- Contact us within 48 hours of delivery.
- Provide an unboxing video wherever available.
After verification, an eligible leakage claim may qualify for replacement/refund or another appropriate resolution, subject to applicable law.
Opened or Used Products
For hygiene, safety and product-integrity reasons, opened or used fragrance products are generally not eligible for return or exchange, except where required by applicable law or where the product is verified to be defective.
Refunds
Where a refund is approved, the refund will generally be processed through the original payment method or another appropriate method permitted by the payment provider. The time taken for the amount to reflect in your account may depend on your bank/payment provider.