SHIPPING, RETURNS, REFUNDS AND CANCELLATION

Shipping Policy

Shipping and handling rates may vary based on the product, packaging, size, volume, type, and other considerations. The shipping and handling charges are given at the time of check out and consumers will know about this before making payments.

We typically ship orders within 24 working hours of receiving it. Please allow the following number of days for receipt of your order:

  • Domestic: 2-5 business days in Urban regions within India. (This region consists of cities and towns in India that are served by major courier companies and Indian postal service)
  • 5-10 business days for rest of India. (This consists of regions that are only served by Indian Postal Service and regional courier companies)
  • International: Currently, we have international shipping available to the United States and the United Kingdom. It may take 7-10 business days in case of International delivery
  • Order deliveries will be made between 7 am-9 pm, Monday-Saturday

The above-mentioned days are an approximation, which depends on third-party logistics. SoulTree is not to be held liable for delay in case of unavoidable circumstances like strikes and national calamities.


Shipping during Covid-19

While we will try our best to reach your package to you as soon as we can, given the changing dynamics of the lockdown/containment zones due to Covid-19, we will be unable to commit a delivery date in such times. Your patience during this time will be truly appreciated.


Safety Measures during Covid-19

The safety and wellbeing of our front-line workers, employees, customers, and the community remains our top priority during these unusual times. The following are the safety precautions that are being carried out at our warehouse & manufacturing facility:

  • Our entire workforce has been following the protocols of sanitisation, hygiene and social distancing which includes wearing gloves and masks at all times during work hours
  • Our factory & warehouse are being sanitised thrice a day
  • Reduced workforce to ensure social distancing. Regular health check-ups for our working employees
  • A stringent hygiene protocol is being followed while packing of the products

Our partners at the delivery side are also taking several measures to ensure that your package reaches you in utmost hygienic condition. Some of these measures include:

  • Sanitising their warehouses and delivery vehicles several times a day
  • Regular health check-ups for all the delivery agents
  • Sanitisers, masks, and gloves for all delivery agents, and
  • Proper training to ensure that all safety measures are adhered to.
  • Furthermore, OTP confirmation is in place for prepaid orders to avoid unwanted contact


Shipping Charges

For India: We ship in all parts of India. We offer FREE Shipping on all prepaid orders and Cash on Delivery orders above Rs.1500. For any order with a value less than Rs 1500, a flat fee of Rs 75 is levied.

For International Orders: Currently, we ship to the United States and the United Kingdom. The shipping and delivery rates will vary based on the shipping destination. The final charges of your order will reflect on the check-out page after the shipping address is provided.


Proof of Delivery

Goods will need to be signed for upon delivery and this proof would be considered as a confirmation of receipt at your end. If you cannot be there to sign for your delivery, please suggest an alternative i.e., a family member, colleague, neighbour, etc.

SoulTree takes no responsibility for goods signed by an alternative person.


Returns, Refunds, and Replacements

At SoulTree, the satisfaction of our customers is of utmost importance to us. Hence, we take great care to package and ship your order. However, we understand that due to reasons beyond our control, a package sometimes may not reach you in the desired state.

As a policy, we do not offer any refunds other than Store Credit which can be used up to 3 months from the date of issuance.

SoulTree is not responsible for damage after delivery and products once purchased are non-refundable or returnable.

However, if you believe that the order you have received is wrong, in a damaged condition or has been tampered with, please send an email to us within 7 days of delivery at wecare@soultree.in, with a picture attached, or call us on 0124-4065680. Our customer service representative will guide you through the process and your item(s) will be replaced subsequently.

  • All returned items except damaged must be accompanied by a copy of the original receipt/invoice and should be in a saleable condition
  • The product(s) will be picked up within 3-5 business days from when we process the request
  • The new product(s) will be shipped to you within 5 business days after the original order has been picked up
  • The replacement will be shipped post validation of the reason for return. In case the product is in tradeable condition, we will issue a replacement. If the product is not in a tradeable condition, we will issue a Store Credit. The criteria to assess tradability lies at the sole discretion of SoulTree

Please note that we cannot offer exchanges or returns on any discounted, used, or promotional product(s). Any free or promotional product(s) delivered with the ordered product(s) also need to be returned.


Cancellation

In case you wish to cancel your order, you could do so without incurring any cancellation charges only if the order has not been shipped and is a Cash on Delivery Order. In case your order is prepaid, we would issue you a Store Credit which can be used up to 3 months from the date of issuance.
In case the order has been shipped, we would not be able to accept any cancellations. We usually ship an order within 24 working hours after placing the order.