Refund policy

Return, Refund and Cancellation Policy

Last updated: 17 July 2026

Thank you for shopping with The Soul Food09. We appreciate your business and want to ensure your satisfaction with our products. Please read this Return, Refund and Cancellation Policy carefully before placing an order.

1. Open-Box Refund and Replacement Eligibility

Products purchased from The Soul Food09 are generally non-returnable and non-refundable after delivery.

A refund or replacement request will be considered only in the following situations:

  • The product was damaged during delivery.
  • The product was received in a broken condition.
  • A wrong product was delivered.

No return, refund or replacement will be accepted for any reason other than the damaged, broken or wrong-product conditions mentioned above.

2. Mandatory Parcel-Opening Video

A continuous and unedited parcel-opening video is mandatory for all damaged, broken or wrong-product claims.

The video must begin before opening the parcel and must clearly show:

  • The parcel in its original sealed condition.
  • The shipping label and order details.
  • The complete parcel-opening process from beginning to end.
  • All products received inside the parcel.
  • The damaged, broken or wrong product clearly visible.

The video must be recorded continuously without any pause, cut, editing or interruption.

Edited, paused, incomplete, unclear or interrupted videos will not be accepted.

Claims submitted without a valid parcel-opening video may be rejected.

3. Reporting a Damaged, Broken or Wrong Product

If you receive a damaged, broken or wrong product, you must contact us within 24 hours of delivery.

Customers must provide the following information:

  • Order number
  • Registered customer name
  • Registered mobile number
  • A continuous and unedited parcel-opening video
  • Clear photographs of the outer packaging
  • A clear photograph of the shipping label
  • Clear photographs of the damaged, broken or wrong product
  • A brief explanation of the issue

Claims submitted after 24 hours of delivery may not be accepted.

Sharing photographs and an unboxing video does not automatically guarantee a refund or replacement. Every claim will first be reviewed and verified by our team.

To report an issue, contact us at:

Email: info.thesoulfood@gmail.com
WhatsApp: +91 98730 08553

4. Return and Refund Approval

Customers must not return any product without first receiving written approval from The Soul Food09 customer-support team.

After reviewing the submitted parcel-opening video, photographs and order details, we may approve:

  • A replacement of the affected product
  • A partial refund, where applicable
  • A full refund
  • Store credit, where mutually agreed

The final resolution will depend on the nature of the issue, product availability and the outcome of our verification.

The Soul Food09 reserves the right to reject any claim where the submitted evidence is incomplete, unclear, edited, misleading or inconsistent.

5. Condition of Products Approved for Return

Where a physical return is required and approved, the product must be:

  • Unused and unaltered
  • In its original packaging
  • Properly sealed and securely packed
  • Returned with all labels, accessories and invoice documents
  • In the same condition in which it was received

The product may only be opened as part of the continuous parcel-opening video recorded at the time of delivery.

Products that have been used, altered, mishandled or damaged after delivery will not qualify for a return, refund or replacement.

6. Return Shipping Charges

For verified cases involving a damaged, broken or wrong product, The Soul Food09 may arrange a reverse pickup or reimburse reasonable return-shipping charges, subject to prior approval.

Products returned without prior written approval may not be accepted and no shipping charges will be reimbursed.

Customers should not send any parcel independently unless instructed by our customer-support team.

7. Inspection and Processing

Once the required evidence or returned product is received, our team will inspect and verify the claim.

If the claim is approved, the applicable refund, replacement or store credit will be processed according to this policy.

The Soul Food09 reserves the right to reject a claim if:

  • The parcel-opening video is missing.
  • The video does not begin before the parcel is opened.
  • The video is edited, paused, incomplete or unclear.
  • The shipping label is not visible in the video.
  • The reported issue is not clearly visible.
  • The submitted information is misleading or inconsistent.
  • The product was damaged after delivery.
  • The claim was submitted after 24 hours of delivery.

8. Refund Method for Cashfree Payments

For prepaid orders paid through the Cashfree Payment Gateway, approved refunds will normally be initiated to the original payment method used while placing the order.

Depending on the original payment method, the refund may be credited to:

  • The customer’s UPI-linked bank account
  • The debit or credit card used for payment
  • The bank account used for net banking
  • The wallet used for payment, where applicable

Customers are normally not required to provide separate bank details for prepaid payments processed through Cashfree.

For Cash on Delivery orders or exceptional manual-refund cases, we may request valid bank-account or UPI details through our official email address or WhatsApp number.

Customers should never share OTPs, card PINs, CVV numbers or banking passwords with anyone.

9. Refund Timeframe

Approved refunds will generally be initiated within 7 business days after:

  • The returned product is received and inspected; or
  • The submitted claim and parcel-opening video are approved.

After the refund is initiated, additional processing time may be required for the amount to appear in the customer’s account.

The final credit time depends on Cashfree, the original payment method and the customer’s bank or financial institution.

Banking and payment-processing delays are outside the direct control of The Soul Food09.

10. Non-Returnable and Non-Refundable Products

All products are non-returnable and non-refundable unless the customer receives a damaged, broken or wrong product and meets all requirements of this policy.

Refunds, returns or replacements will not be provided in the following situations:

  • The customer changes their mind after placing or receiving the order.
  • The customer does not like the product after delivery.
  • The customer selected the wrong product, size, colour or variation.
  • The product has been used, altered or mishandled.
  • The product was damaged after delivery.
  • The original packaging, labels or accessories are missing.
  • There is minor packaging damage but the product is safe and undamaged.
  • The product does not meet the customer’s personal preference.
  • The product is personalized or customized.
  • The product was purchased during a clearance or final sale.
  • The item is a gift card, coupon or promotional voucher.
  • The item was received as a free gift or complimentary product.
  • The product is marked as non-returnable or non-refundable.
  • The claim is submitted after 24 hours of delivery.
  • The claim is submitted without sufficient photographs.
  • The claim is submitted without a continuous and unedited parcel-opening video.
  • The submitted video is edited, paused, unclear or incomplete.

11. Personal Preference and Change of Mind

Returns, refunds or replacements will not be accepted because of:

  • Personal preference
  • Change of mind
  • Dislike of the product’s colour or appearance
  • Incorrect size or variation selected by the customer
  • Difference in colour caused by screen or display settings
  • Minor natural variations in crystals or handmade products

Natural crystals may have variations in colour, texture, shape, size, pattern and markings. These natural differences are not considered damage or defects.

Customers are advised to review the product description, photographs, dimensions, materials and other details carefully before placing an order.

12. Exchanges and Replacements

We do not offer direct exchanges for change of mind, personal preference or an incorrect product selected by the customer.

A replacement may be approved only when:

  • The product was damaged during delivery.
  • The product was received in a broken condition.
  • A wrong product was delivered.

All replacement requests must include a continuous and unedited parcel-opening video and must be reported within 24 hours of delivery.

Approved replacements will be subject to product availability.

If the same product is unavailable, we may offer a refund, store credit or another suitable resolution.

13. Order Cancellation

Customers may request cancellation before the order has been packed or dispatched.

Once an order has been packed or dispatched, cancellation may not be possible.

Personalized or customized orders cannot be cancelled once production or customization work has started.

To request cancellation, contact us immediately:

Email: info.thesoulfood@gmail.com
WhatsApp: +91 98730 08553

If a prepaid cancellation is approved, the refund will be initiated to the original payment method used during checkout.

Payment-gateway charges, customization charges or shipping expenses may be deducted where applicable and legally permitted.

14. Failed or Deducted Payments

If the payment amount has been deducted but the order was not confirmed, please contact us and provide:

  • Payment date
  • Amount paid
  • Transaction ID or UTR number
  • Registered mobile number
  • Screenshot of the payment confirmation

We will verify the transaction with Cashfree. If the payment was successful but no order was generated, we may confirm the order or initiate a refund, as appropriate.

15. Contact Information

For return, replacement, refund or cancellation-related questions, please contact:

The Soul Food09
Email: info.thesoulfood@gmail.com
WhatsApp: +91 98730 08553

Please include your order number when contacting us for faster assistance.

16. Policy Updates

The Soul Food09 reserves the right to modify this Return, Refund and Cancellation Policy at any time without prior notice.

Any updated policy will become effective when published on our website. Customers are encouraged to review this policy before placing an order.

By placing an order on The Soul Food09 website, the customer confirms that they have read, understood and agreed to this Return, Refund and Cancellation Policy.