Refund policy

Last Updated: March 2026

At Soul Of Soil, every piece is handcrafted with care and intention. Because each product is made by hand — and in many cases, made specifically for you — our cancellation and refund policy reflects the nature of authentic artisan craft. Please read this policy carefully before placing your order.

1. Order Cancellations

You may request a cancellation at any time before your order has been dispatched. Once your order has been shipped, it can no longer be cancelled.

We encourage you to review your cart, delivery address, and order details carefully before confirming your purchase. If you need to make any changes, please contact us as early as possible so we can help before dispatch.

2. Returns & Exchanges

If your order arrives damaged or defective, please contact us within 24 hours of delivery with photos of the item and packaging. Once verified, we will arrange a replacement or exchange at no additional cost

3. How to Request an Exchange

To request a replacement or exchange, please contact us through either of the following:

📧 Email: contact.soulofsoil@gmail.com
💬 WhatsApp: Use the number linked on our website

Please include:

  • Your Order ID

  • Your full name and contact details

  • Clear photographs of the damaged item and packaging

Providing complete documentation helps us resolve your request as quickly as possible.

4. Custom & Personalised Orders

Products made to order, including custom shapes, personalised engravings, or bespoke designs, cannot be cancelled, returned, or exchanged unless they arrive damaged or defective.

5. Return Shipping

If we require the damaged item to be returned, we will provide instructions after reviewing your request. Please do not return any item without prior approval from our team.

6. Replacement Processing

Once your request is approved, we will arrange a replacement or exchange as soon as possible. You will receive confirmation and tracking details when your replacement order is dispatched.

Questions or Concerns?

We are a small, passionate team and we genuinely care about every order and every customer. If something has gone wrong or you are unsure about anything, please do not hesitate to reach out — we will always do our best to make it right.

📧 contact.soulofsoil@gmail.com

Thank you for choosing Soul Of Soil. Your support means the world to us — and to the artisans whose hands made your piece.