Returns/Exchanges

Exchanges or store credit only. No returns.

Exceptions / non-returnable items
We have a strict, no-return policy on SoulPaks that have been burned due to user error. Reasons items cannot be returned include damage like overheating, burns, rips or tears, stains, etc.  We provide specific care instructions for your SoulPak on our website HERE and we also include a care card inside of your order to ensure you're using your SoulPak properly.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Exchanges are issued only on a case by case basis.  Because our items are all hand-made and we pay special attention to detail and quality, we ask that you communicate your specific reasons for exchange.

We have a 30-day exchange policy, which means you have 30 days after receiving your item to request an exchange.

To start an exchange review, please contact us at info@soul-pak.com.

If your exchange is accepted, we will send instructions on how and where to send your package. Buyer is responsible for shipping costs.  Items sent back to us without first requesting a return will not be accepted. 

Credit
If store credit is desired, we will notify you once we’ve received and inspected your item and let you know if the credit was approved or not. If approved, you’ll be given the information for your credit to use at soul-pak.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.