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 & Refunds

Due to the handcrafted and artisan nature of our terracotta products, we do not accept general returns or offer discretionary refunds based on change of mind.

However, if your order arrives damaged or defective, you are fully eligible to raise a refund request. Please contact us within 7 days of delivery with the required documentation as outlined below, and we will resolve the matter promptly.

3. How to Request a Cancellation or Refund

To initiate a cancellation or refund request, please reach out to us through either of the following:

When contacting us, please include:

  • Your Order ID
  • Your full name and contact details
  • For damaged items — clear photographs of both the product and its packaging

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

4. Custom & Personalised Orders

Products made to order — including custom shapes, personalised engravings, or bespoke designs — are non-refundable and non-cancellable once production has commenced.

These pieces are uniquely crafted for you and cannot be resold or repurposed. We recommend confirming all details carefully before placing a custom order. If you have any questions before ordering, we are always happy to help.

5. Return Shipping

In cases where a return has been approved, the cost of return shipping is to be borne by the customer. We strongly recommend using a tracked shipping service to ensure your return reaches us safely.

Soul Of Soil is not liable for items that are lost or damaged during return transit. Once your returned item is received and inspected, we will notify you of the outcome.

6. Refund Processing

Approved refunds are processed to your original payment method within 5–7 business days of approval. Please note that actual credit timelines may vary depending on your bank or payment provider and are beyond our control.

You will receive an email confirmation once your refund has been initiated.

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.