Refund policy
At The Souled Sprout, we carefully prepare and pack every order with love and attention. We want you to be happy with your purchase, and if something is not right, we are here to help.
Please read our refund and return policy below before placing an order.
1. Returns
We accept returns for eligible products within 14 days from the date your order is delivered.
To be eligible for a return, the item must be:
- Unused and in its original condition
- In its original packaging
- Free from damage, marks, writing, or signs of use
- Accompanied by proof of purchase, such as an order confirmation or receipt
Items that do not meet these conditions may not be accepted for return.
2. Refunds
Refunds may be approved in the following cases:
Damaged or Defective Products
If your item arrives damaged or defective, please contact us within 7 days of receiving your order. Kindly share your order number along with clear photos or videos of the damaged or defective item and packaging.
Once reviewed and approved, we may offer a replacement, store credit, or refund.
Incorrect Item Received
If you receive the wrong item, please contact us within 7 days of delivery. We will review the issue and arrange a suitable solution, which may include sending the correct product or issuing a refund.
3. Exchanges
We only offer exchanges if the item received is damaged, defective, or incorrect.
If you would like to exchange an eligible item for the same product, please contact us with your order details and photos of the issue. Our team will guide you through the next steps.
4. Non-Refundable Items
The following items are not eligible for return, exchange, or refund unless they arrive damaged, defective, or incorrect:
- Used journals, planners, notebooks, or stationery items
- Products with writing, marks, removed packaging, or signs of use
- Customized or personalized products
- Special-order items
- Gift cards, if applicable
- Sale or clearance items, if marked as final sale
For hygiene and quality reasons, we cannot accept returns for items that have been opened, used, written in, or damaged after delivery.
5. Return Process
To request a return, refund, or exchange, please follow these steps:
- Contact us at [Insert Email Address] within 14 days of receiving your order.
- Share your order number and a clear explanation of the issue.
- Attach photos or videos if the item is damaged, defective, or incorrect.
- Wait for our confirmation before sending any item back.
Please do not return any product without first contacting us and receiving return instructions.
6. Shipping Costs
For damaged, defective, or incorrect items, The Souled Sprout may cover the return or replacement shipping costs after reviewing and approving the request.
For general returns where the item is not damaged or incorrect, the customer is responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is due to an error from our side.
7. Refund Process
Once your returned item is received and inspected, we will notify you whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method within 5–7 business days. Please note that your bank or payment provider may take additional time to reflect the amount in your account.
If your refund request is rejected because the item does not meet our return conditions, we will inform you of the reason.
8. Late or Missing Refunds
If your refund has been approved but you have not received it yet, please follow these steps:
- Check your bank account or card statement again.
- Contact your bank or payment provider, as refunds may take time to appear.
- If you have completed the above steps and still have not received your refund, please contact us at thesouledsprout@gmail.com
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9. Contact Us
For any return, refund, or exchange request, please contact us at:
The Souled Sprout
Email: thesouledsprout@gmail.com
Address:
Address: Cresvia Co. F.Z.C. , Ajman Freezone C1 building, B.C. 1305630, Ajman Free Zone