Return & Refunds

Refund Policy

RETURN, REFUND & CANCELLATION POLICY

About Cancellation, Returns & Replacement Policy
The Soul Roots (thesoulroots.com) offers a transparent and straightforward 7- Days Return & Replacement Policy.

Conditions for Return & Replacement Policy:
1. Our team has to be notified about the intention of return/refund within seven days of receipt of goods.
2. Items must be unused and in their original condition. This would be verified through inspection by our team.
3. If an item is damaged /lost before receipt by the customer, The Soul Roots will send a new replacement.
4. If the item is damaged /lost while the customer sends it as a return to the company, the customer must bear the entire cost.

Please Note:
1. Shipping charges for sending goods to the customer, custom duty charges (if any), and making charges (gold/silver/ other metal) incurred for creating a customized product like a ring or bracelet is not refundable.
2. The customer will bear the courier and customs duty charges (if any) incurred for sending the product back to the company.

Return Policy on Customized Products:
Any customized items created for you cannot be returned for Money. However, you may place a request to receive store credit worth 80% of the invoice value (excluding shipping charges) within ten days of receiving the product(s).

Please Note that the customer will bear the shipping or taxes charges incurred.

Cancellation Policy:
1. To be eligible for the cancellation policy, one must raise the request before the items have been shipped.
3. The Soul Roots may deduct the certification cost if you cancel your order after opting for paid certification.
4. If you can cancel an order of customized items, we may deduct some amount to recover our basic costs of customizations (also depends on the stage of making).
5. The refund will be processed within 4-5 working days after you raise the cancellation request. Please note that the credit card company/banks may take another week to reflect that in your account.
6. If the cancellation request is raised after the items have been shipped and are in transit, we will deduct the shipping charges from your invoice.
Note: All refunds will be processed back to the original payment method, if multiple payments are made using different payment methods each payment will be refunded back in sequence to the original payment method.

How to send the returned items?
We highly recommend that you allow us to manage and arrange for the reverse courier of items.
If you send the parcel yourself and it gets stolen/misplaced/lost in transit, The Soul Roots will not be held liable.
We encourage you to request our team to arrange for reverse pickup of your parcel so we can arrange the appropriate documents and coordinate for safe delivery. You will bear the return charges.

Important Points at a Glance:

- Shipping Charges GST and duties are not refundable.
- Shipment charges when returning a product are the customer's cost.
- Custom-making charges (gold/silver) are not refunded.
- Return of items will take 7-10 business days to process (from the receiving date of the product(s) at our address) for the refund.
Please note that the credit card company/banks may take another week to reflect the refund amount in your account.

How do I send the items to be returned?
You may contact us for reverse pickup of the items. The courier charges for the same will be notified to you. Alternatively, you may send a parcel through post or other commercial courier companies.

Instructions for Returning Products:
Pack the items securely in a box and send them to the address below. Share tracking details with us once you are done.

The Soul Roots
101, G.K. House, Building No-187 A, Sant Nagar, East of Kailash, New Delhi - 110065 (INDIA)
Contact Number: +91-703-1000-703
Email :- info@thesoulroots.com  Please generate