Returns, Exchanges, Faults & Refunds

Here at Soul Embrace, we want you to be 100% happy with your purchase, so if there are any issues when you receive your order, please contact us within 5 business days and we will do what we can to help.

Due to the ever changing Covid-19 pandemic, all return and exchange requests will be assessed on a case by case basis.  This is to ensure that the safety of our staff and customers is always our first priority. Please contact us within 5 business days of receiving your order for all return and exchange requests. 

Under the conditions of the Australian Consumer Law or similar legislation, customers are responsible for shipping and handling charges to return any unwanted items.

We will provide details for the item/s to be returned and you will be responsible to ensure the item/s are returned in a safe and secure manner (like how they were sent to you).  We encourage all returns to be sent with tracking of your own piece of mind. 

Once we have received your return we will process your exchange, excluding shipping and restocking fees, and you will be responsible for the shipping cost of replacement items being sent. We can provide a store credit for the item/s only should you not wish for replacement items to be sent or if we do not have a replacement available.

**Should item/s being sent back not reach us, we hold no responsibility and will not be able to complete your return or exchange request. 

For Health and Safety reasons, we DO NOT accept returns or exchanges on the following items:

~ Yoni Eggs

~ Splash Blankets

Damaged and Faulty Items

In the unlikely event you receive one of the above items, or any item/s purchased damaged or with a fault, please take photos of the fault/damage and email us within 5 days of receiving the product.  We do not recommend using any damaged or faulty products.  Please keep damaged and faulty items with the packaging and await our reply.  We will contact you within 3 business days.

You will be required to send faulty item/s back to us in a safe and secure manner (like how they were sent to you) using trackable shipping details which will be provided by Soul Embrace. The return item/s MUST be lodged over the counter at your most convenient Australia Post Outlet.  Upon receiving the item we will process your return in the form of a replacement, refund or a store credit for the amount of your order including shipping. We always like to offer a replacement first and we will do our best to replace all faulty or damaged items, however due to the nature of our products it may not always be possible to provide an exact replacement. In this case we will contact you and offer a similar item of equal value or a store credit. 

Refunds

With regards to refunds, we comply with the QLD Office of Fair Trading regulations. We are not required to provide a refund or replacement if you change your mind. Should you decide to cancel all or part of your order prior to it being shipped, at management's discretion, you may be charged a 10% cancellation fee. 

Please note once your order is placed we cannot guarantee any changes should they be requested. If your order has not been shipped and you require a change, please email us at soulembracehw@gmail.com and we will see what we can do. 

All discount codes need to be added at the checkout. No refunds will be issued if you have forgotten to use a discount code. ONLINE ONLY