Refund policy

Return & Refund Policy

Last Updated: June 2026

At The Soul Layer, every product is created with care and attention to detail. Many of our products are personalized and made specifically for each customer, which makes them unique and non-resellable.

Returns

We do not accept returns for:

  • Personalized products

  • Custom-made orders

  • Products made according to customer specifications

  • Orders placed with incorrect information provided by the customer

Please review your customization details carefully before placing an order.

 

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, we will gladly assist you.

To be eligible for a replacement or refund:

  • Contact us within 48 hours of receiving your order.

  • Provide clear photos of the product and packaging.

  • Include your order number and a brief description of the issue.

Our team will review the request and determine the appropriate resolution.

 

Refunds

Approved refunds will be processed to the original payment method.

Refunds may be issued in the following situations:

  • The wrong product was delivered.

  • The product arrived damaged during shipping.

  • The order cannot be fulfilled by The Soul Layer.

Refund processing times may vary depending on your payment provider.

 

Unboxing Video Requirement

To be eligible for a refund, replacement, or damage claim, customers must record a clear and uninterrupted video while opening the package.

The video must:

  • Start before the package is opened.

  • Clearly show the shipping label and package condition.

  • Capture the entire unboxing process without cuts or edits.

  • Clearly show any damage, defect, missing item, or incorrect product received.

Claims submitted without a complete unboxing video may not be eligible for a refund, replacement, or return approval.

This policy helps protect both our customers and The Soul Layer from fraudulent claims and shipping-related disputes.

Order Cancellation

Orders may be cancelled before production begins.

Once a custom or personalized product enters the design or printing stage, cancellation requests may not be accepted.

 

Contact Us

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

Email: thesoullayerofficial@gmail.com

 

The Soul Layer
Where Imagination Takes Shape.