Refund policy

Refund policy

RETURN POLICY: UK ORDERS

You have a 14-day window to return any items purchased on SoulsRain.co. Please note the exceptions/non-returnable items mentioned below.

To ensure a successful return, please make sure that the item is in its original and unworn condition, with all tags attached (if applicable).

The customer is responsible for all return postage. We recommend sending all return parcels via tracked mail to avoid any potential loss of items. As we cannot take responsibility for any lost items. We Do Not refund Return Fee's for Items That the Customer ordered in mistake unless we are Responsible for any of the following. 

(can be found below)

To initiate a return for your order, please follow these steps:

1. Contact us via email at soulsrainReturns@hotmail.com with the subject line "Return Request." Include the following information:

  •    Reason for return
  •    Order number
  •    Full name and original delivery address
  •    The item(s) you would like to return


Once you have requested a return, our team will email you further instructions, including the return address details.

All returns are processed and refunded within 10 days of being received. Assuming no issues arise, you will receive an email confirming your refund/exchange as soon as the process is completed!

if eligible for a return/refund 

  • Items must be unworn and unwashed
  • Items must have all tags attached.
  • You must obtain proof of postage just in case your order is lost on its way back to Us. 

Full Refunds

Customer is eligible for a full refund on items  we send :

  • By Mistake 
  • Faulty Items 
  • Wrong Size sent. 


Pre-Orders

Our pre-orders Take up To 2-5 Weeks to be delivered to you. 

ALL PRE-ORDER SALES ARE FINAL! NO REFUNDS UNDER NO CIRCUMSTANCES. Returns changes to orders, or exchanges once the item is shipped out or started production. please read all products description before purchasing. 

Please inspect order upon reception and contact us within 24 hours if the item is faulty, damaged or if you receive the wrong item so that we can assess the issues and correct it.

Souls Rain IS NOT RESPONSIBLE FOR ANY LOST PACKAGES THROUGH SHIPMENT!! CONTACT SHIPPING CARRIER IF LOST. 

 

CHARGEBACK POLICY

  1. BY MAKING A PURCHASE FROM OUR WEBSITE, YOU AGREE TO THESE TERMS AND CONDITIONS. WE RESERVE THE RIGHT TO UPDATE AND CHANGE THESE TERMS AND CONDITIONS AT ANY TIME. 
  2. ALL CUSTOMERS CONFIRM THEY HAVE READ THE TERMS AND CONDITIONS BEFORE MAKING A PURCHASE. 
  3. IF A CHARGEBACK IS PLACE SOULS RAIN HAS EVIDENCE THAT THE CUSTOMER HAS AGREED TO OUR TERMS AND CONDITIONS. THIS EVIDENCE WILL BE USED DURING ANY DISPUTE CASE. 

 

BY SHOPPING WITH SOULS RAIN YOU AGREE THAT YOU HAVE READ AND ACCEPT OUR SHIPPING POLICY.