Refund policy

Below is a comprehensive Return and Refund Policy tailored for Soulixx, adhering to 2026 consumer protection standards.

Return & Refund Policy

At Soulixx, we want you to be completely satisfied with your purchase. If you’re not perfectly happy with your order, we’re here to help.

1. Return Window

  • 30-Day Policy: You have 30 calendar days from the date of delivery to request a return.

  • Holiday Extensions: Items purchased between November 15th and December 25th are eligible for return until January 31st of the following year.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Condition: Must be unused, unworn, and in the same condition that you received it.

  • Packaging: Must be in the original packaging with all tags, seals, and protective films intact.

  • Exclusions: For hygiene and safety reasons, we cannot accept returns on earrings, intimate apparel, customized/personalized items, or final sale/clearance products unless they arrive damaged.

3. The Return Process

  1. Initiate: Email our support team at returns@soulixx.com with your order number and the reason for the return.

  2. Authorization: Once approved, we will provide a Return Merchandise Authorization (RMA) number and a shipping label.

  3. Ship: Pack the item securely and drop it off at the designated carrier location.

4. Refunds & Processing

  • Inspection: Once we receive your item, our quality control team will inspect it within 3–5 business days.

  • Approval: If approved, your refund will be processed immediately to your original payment method.

  • Timeline: Depending on your financial institution, refunds typically appear in your account within 5–10 business days.

  • Store Credit: You may opt for store credit instead of a refund for an extra 10% bonus on the returned item's value.

5. Shipping Costs

  • Defective/Incorrect Items: If we made a mistake or the item is faulty, Soulixx covers 100% of the return shipping costs.

  • Change of Mind: For standard returns (wrong size, didn't like color), a flat-rate shipping and restocking fee of $7.50 will be deducted from your final refund.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item. We do not offer direct "automatic" exchanges to ensure inventory accuracy.

7. Damaged or Missing Items

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us within 48 hours so we can evaluate the issue and make it right immediately.