CUSTOMER CARE

Returns & refunds.

Updated 4 November 2026

Current website status: payment buttons run a demonstration only. No money is charged and no order is created. The trading policies below describe the terms for real orders when ordering is enabled.

Standard items: 14-day request period

For eligible, non-customised items, contact us within 14 days after delivery to request a return. Keep the item unworn and unused, with its tags and original packaging. Where mandatory consumer rights apply, reasonable inspection and any permitted deductions are assessed under those rules.

Request instructions before posting

Email support@soulzeno.com, or call +1 4487997589, with your order number, item details and the reason for the request.
We will check the request and provide the relevant return address and instructions.
Follow those instructions and keep proof of posting.

Our published business address is for business correspondence; do not assume it is the return destination. For a change-of-mind return, postage is normally paid by the customer unless we agree otherwise or applicable law requires another arrangement.

Damaged, faulty or incorrect goods

Check your delivery and tell us promptly if something is damaged, defective or different from the order. Include photographs where helpful. We will assess the problem and provide the remedy required by the circumstances and applicable law. Your rights for faulty or misdescribed goods are not removed by the change-of-mind rules.

Personalised goods and exchanges

A product made to your personal specification is generally excluded from change-of-mind returns and exchanges, subject to any rights that cannot be excluded. Damage, defects and incorrect supply can still be reported. Ask support about an exchange before sending anything back; do not assume availability of a replacement.

Refund process

After receiving and examining a return, we will tell you the outcome. An approved refund is initiated through the original payment method unless an applicable exception is agreed. The bank or payment provider may need additional time to show the credit. Contact us if an approved refund has not appeared within a reasonable period. Applicable legal refund deadlines take precedence.

EU and UK withdrawal rights

For qualifying distance purchases, consumers in the EU or UK generally have 14 days after delivery to notify a withdrawal, subject to statutory exceptions such as genuinely personalised goods. Return the goods within 14 days after giving that notice. Eligible withdrawals include the applicable standard outbound delivery charge; an extra charge for premium delivery need not be refunded above the standard amount.

For EU withdrawals, reimbursement is due within the applicable 14-day period following notice, with withholding allowed until the goods or evidence of return are received where the law permits. For UK withdrawals, the applicable refund deadline is generally 14 days after receipt of the returned goods or return evidence. Nothing here limits mandatory consumer remedies.