Returns Policy
How to return physical items shipped as part of Soul8 services.
What can be returned
Physical items shipped by Soul8 (commercial samples, branded materials) may be returned if they arrive damaged, incorrect, or significantly different from what was agreed in writing.
Return window
14 days from the date of receipt. Contact us before sending anything back — unauthorized returns may not be accepted.
How to start a return
Email [email protected] (or [email protected] for Andean-region items) with: your name, engagement reference, a description of the issue, and photos if the item is damaged. We respond within 3 business days with return instructions.
Return shipping costs
If the return is due to our error or a defective item, we cover return shipping. If you are returning for another reason, shipping costs are your responsibility.
Outcome
Accepted returns result in a replacement or credit toward your next engagement, at your choice. Cash refunds for returned physical items are processed within 15 business days of receipt.