Refund policy

At Soulfully Yours, we are committed to providing the highest quality matcha tea and excellent customer service.Returns are only accepted if:

  • The product arrives damaged
  • The product is defective.
  • The incorrect item was sent.

All return requests must be submitted within 30 days of delivery by contacting us at connect@soulfully-yours.com.au. We require proof of the issue, such as photos of the product and packaging.

Returned products must be unopened and in their original packaging. We cannot accept returns for opened items or products with altered packaging.

Damages and Issues

Please inspect your order upon receipt. If the item is damaged, defective, or incorrect, contact us immediately at connect@soulfully-yours.com.au. We will review your case and offer a suitable solution, either a replacement or refund.

Exceptions / Non-Returnable Items

We do not accept returns on:

  • Opened or tampered products.
  • Sale or discounted items.
  • Gift cards.
  • Returns requested due to change of mind.

If you have questions about any product before purchasing, please contact us for clarification.

Exchanges

We do not offer direct exchanges. If your product is damaged, defective, or incorrect, please follow our return process. Once we receive and approve the returned item, we will issue a replacement or refund.

Refunds

Once your returned item has been received and inspected, we will notify you regarding the approval of your refund.

  • Approved refunds will be processed to your original payment method within approximately 14 business days.
  • If the product is defective, damaged, or sent in error, Soulfully Yours will cover return shipping costs.
  • In all other cases, return shipping costs are the customer’s responsibility.

Order Cancellation

Orders can be cancelled within 2 hours of placement by contacting us at connect@soulfully-yours.com.au.
Once the order has been processed or shipped, cancellation is not possible and no refund will be issued.

Shipping Policy

We process and dispatch orders as quickly as possible. Delivery times may vary based on the carrier and location.
If your shipment is lost or arrives damaged, please contact us immediately at connect@soulfully-yours.com.au. We will assist you in resolving the issue with a replacement or refund.

Customer Support

For any questions regarding products, returns, shipping, or policies, please reach out to us at connect@soulfully-yours.com.au. We are here to help and ensure you have the best possible experience with Soulfully Yours.