FRESH SOUL hopes you are completely satisfied with your new online purchase! If you’re not, we will happily accept a return for exchange or refund within 14 days, in accordance with our Online Returns Policy.
ONLINE RETURNS POLICY:
- Refunds for change of mind are only available on full priced items.
- Refunds for change of mind are not available on accessories, sale items, items purchased using a gift card, items purchased using a coupon and items purchased during promotional events.
- We do not accept returns on jewellery or headwear for hygiene reasons
- If you change your mind, sale or promotional items and items purchased using a gift card can be exchanged for equal or greater value
SALE/PROMOTIONAL ITEMS INCLUDE:
- Items purchased using a coupon or promotional code
- Items purchased during a promotional period such as; one day sales, discount offers. etc.
- Items which are marked at a discounted price
Returns will only be accepted under the following conditions:
- The return is requested within 14 days of the items delivery
- Proof of purchase is included with the return
- The swing tag is still attached to the garment
- The garment is in original, unworn condition (i.e. has not been worn, altered, washed and/or dry cleaned)
- The item has not been damaged while in the customer’s possession
- The item is of resellable condition
ONLINE RETURNS PROCEDURE
- Download, print and complete the Returns Form which must be included in your return parcel.
Online Returns and Exchange Form
- Complete the details accurately as any incorrect details may delay your return.
- Exchanges are final and can only be made once. There are no refunds, exchanges or credits on an exchanged item for change of mind.
- When exchanging an item, please confirm the name, size and colour of the new item. Please note that some exchanges may not be fulfilled if the item is out of stock and you will be contacted by the online department for further action.
- When requesting an exchange, a self-addressed return satchel must be provided with your return or you will be charged a flat rate of $9.95 for the additional delivery.
- If you wish to exchange an item for one with a higher value you will be charged the difference. Our online department will contact you to arrange additional payment before the new item/s is sent.
- Refunds for change of mind are only available on full priced items
- If you have returned your order for a refund, this will be processed within 5 working days of FRESH SOUL receiving your return and you will receive a confirmation email once this refund has been processed.
- If you are attempting to return an item outside of the 14 day period you must contact firstname.lastname@example.org before the item is returned or it may be refused.
- We do not accept return drop offs at our warehouse or In-store. Our online department is not open to the public. Please note cost of return postage is at your expense.
RETURNING IN STORE
- Full priced items purchased online may be exchanged in store for equal or greater value – this must be in conjunction with proof of purchase and the garment in original, unworn condition with all components, including swing tags.
- Sale and promotional items purchased online are not eligible for an exchange in store.
- All sale and promotional items can only be exchanged online.
RETURNS SHIPPING COST
- The customer is responsible for the cost of shipping goods back to FRESH SOUL for a return or exchange.
- FRESH SOUL is not liable for any damage, loss or delay from the transport and return of goods to us.
- We recommend shipping goods back to FRESH SOUL via a secure postal service and including tracking on the item and ensuring the item is securely packed.
- It is not the responsibility of FRESH SOUL to track a delayed or lost item.
RETURNS FROM THE UNITED STATES
- Only full priced items may be returned or exchanged for change of mind
- Sale or promotional items cannot be returned or exchanged for change of mind
- To exchange your item you will be charged $15 US for the redelivery of the item
PAYPAL FREE RETURN POSTAGE
If you have purchased your order with PayPal you may be eligible to have Paypal refund your return shipping costs. Please note that this service is provided by PayPal and all enquiries should be directed to PayPal customer service. This service is available at no additional cost to PayPal account holders who register for it at www.paypal.com.au/returns.
- If you receive an item and you believe it to be faulty, please contact us immediately via email at email@example.com.
- You must provide a proof of purchase such as a receipt, order confirmation or bank statement
- You must then post the item back for assessment.
- If an item is deemed faulty, FRESH SOUL will offer to repair, replace or refund the value of the item.
- FRESH SOUL reserves the right to ask you to prove that you did not cause or create the fault in the garment.