Returns & exchange

Our 3-day return policy

To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with any tags, boxes and accessories.

When we accept a return

• The item arrived damaged or broken.
• The item is defective or does not work as described.
• You received the wrong item, colour or quantity.
• Items are missing from your order.

For change-of-mind returns on unused items, please contact us within 3 days. These are accepted case by case, and the customer pays the delivery charges both ways.

Items we cannot return

• Personalised or custom-made items (for example engraved names, custom hampers or printed photo gifts).
• Candles, food items or hampers once the seal or packaging has been opened.
• Items that have been used, washed, damaged after delivery or are missing parts or packaging.
• Items bought on clearance or marked “final sale”.

How to request a return or exchange

1. Message us within 3 days of delivery on WhatsApp or email sr@soulpio.com.
2. Share your order number, the item, the reason, and clear photos or an unboxing video showing the problem.
3. We will reply within 24 hours and arrange a pickup or tell you how to send the item back.
4. Once we receive and check the item, we send your replacement or refund.

Recording a short video while opening your parcel helps us resolve damage claims quickly.

Refunds

• Approved refunds are sent within 5–7 working days after we receive and check the returned item.
• Refunds are paid by bKash, Nagad or bank transfer to an account in your name.
• The original delivery charge is refunded only when the return is because of our mistake (damaged, defective or wrong item).
• If you used a coupon, the refund is the amount you actually paid.

Exchanges

You can exchange an item for a different colour, size or product of equal value, subject to stock. If the new item costs more, you pay the difference; if it costs less, we refund the difference. Exchanges for damaged, defective or wrong items are free; other exchanges carry the normal delivery charge.

Cancelling an order

You can cancel free of charge any time before your order is out for delivery. Message us with your order number as soon as possible. Personalised items cannot be cancelled once we have started making them.