Refund policy

Refund Policy

Effective date: September 16, 2026

We want you to love what you ordered. This policy applies to purchases from Soufeel.

90-day return window

We accept returns and exchanges within 90 calendar days from the date of delivery. To start a return, contact us within this window with your order number and the email used at checkout.

Return & exchange procedure

  1. Step 1: Contact our customer service at support@soufeel.shop and request a return or exchange. Include your order number, the reason for the return, and photos or other reasonable evidence when the issue is damage or a defect.
  2. Step 2: You will receive an email notification once your request is approved, together with return instructions.
  3. Step 3: Pack the item in its original packaging (or equivalent protective packaging) and send it following the instructions you received.
  4. Step 4: Once we receive and inspect the returned item, we will issue a refund or send a replacement as applicable.

Full coverage returns

We cover the return and replacement costs for issues caused by us, including:

  • We sent the wrong order or item(s), or your order arrived with missing items.
  • The product arrived broken, damaged, or defective.
  • The product is materially different from its description or images on our store.

Returns not accepted

We do not accept returns or exchanges in the following cases:

  • Requests submitted more than 90 days after delivery.
  • Damage caused by misuse, mishandling, improper installation, or poor maintenance.
  • Items that have been installed, used, washed, worn, or otherwise altered in a way that affects resale. For safety and hygiene reasons, certain items cannot be returned once used.
  • Returns sent without prior authorization from our customer service team.
  • Change of mind, personal taste, or other personal reasons.
  • Partial returns of items sold as a set.

Refunds

Once your return is approved and the item is received, we will issue a refund to your original payment method. Depending on your bank or card issuer, it may take 5–10 business days for the refund to appear in your account.

Return address

Room 1307, Beverly Commercial Centre, 87–105 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong

Changes to this policy

We reserve the right to update this policy at any time. Changes will be posted on this page. If you have any questions about returns, please contact us at support@soufeel.shop.