Return and Exchange Policy

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return and exchange

 

RETURNS


At Soosul, we are dedicated to ensuring your complete satisfaction. That's why we are delighted to extend to you our all-encompassing 30-day money-back guarantee. You can avail of this guarantee for up to 30 days after your first purchase. What sets us apart is our willingness to accept returns, even for used products.

Here's how to initiate the refund process:

Contact Our Personal Support Team: Please reach out to our dedicated support team at cs@soosul.shop to initiate your return request.

Receive Your RMA Number: Upon contacting us, you will be issued an RMA number (Return Merchant Authorization) via email. Please ensure you include this number along with your full name on the parcel.

Package Your Return: When returning your products for a refund, ensure that you include all the items you purchased. While all orders enjoy complimentary free shipping, return shipping fees are the responsibility of the client.

Refund Processing: Once we receive your return, our team will process your refund within 7 business days. You will receive a confirmation email once the refund has been completed. After processing, please allow 1-5 business days, depending on your bank policy, for the refunded amount to be available on your original method of payment.

Important Shipping Information:

  • We highly recommend selecting a shipping method that provides a tracking number when returning items for a refund. This tracking number serves as the only proof of return, ensuring a smooth refund process.
  • For items valued over $75, consider using a traceable shipping service or purchasing shipping insurance. Please note that we cannot guarantee receipt of your returned item without proper tracking.
  • Please take precautions to ensure the safe delivery of your return, as we do not accept responsibility for lost items during transit.

We appreciate your trust in Soosul, and we're dedicated to making your shopping experience as convenient and worry-free as possible. If you have any questions or need further assistance, don't hesitate to contact our support team.

FREE GIFT:  All parts, pieces, promotional items, or gifts with purchase must be returned with your order(s).

  • Did you fall in love with your gift? We’re not surprised! No need to part ways, but please be advised that if you choose to keep any promotional items or gifts despite your return putting your purchase below the original threshold to receive the item, we do reserve the right to subtract the full retail value of the item from your refund.



RETURN TO SENDERS (RTS)

If you refuse the package or it is tagged as Return to Sender (RTS), this action will incur a 10% restocking fee and will be deducted from your refund amount. Your refund will be processed soon after we receive the items back from the courier at our warehouse. Please note that this can take up to four (4) weeks after your package is delivered to our warehouse to allow us time to receive, inspect, and verify your return and complete your refund.

 

SUBSCRIPTION RETURNS

We appreciate your dedication to better skin by ensuring you never run low on your favorites! - Please note, by signing up for the Soosul subscription program, you authorize us to charge the credit card you've saved on file and ship the product to you at the frequency you have selected (30, 45, 60, 90 or 120 days).

  • Returns are only permitted on the first order made through your account.
  • It is your responsibility to manage shipments, update shipping addresses and cancel scheduled shipments ahead of time, before they are sent out, if they are not wanted.
  • Any returns processed on subscription renewal orders will be subject to a restocking fee of 15% of the purchase price.


EXCHANGES

In addition to our standard returns policy, we are pleased to offer an exchange option for eligible products. To initiate an exchange, contact our customer service team at cs@soosul.shop to request an exchange authorization.

Products may be exchanged if they meet the following criteria:
- The item is in its original condition, unopened, and unused.
- The product is returned to us within 30 days of the original purchase date.

Exchange Terms:
- The customer is responsible for any return shipping costs associated with the exchange.
- Prices for exchanged items may vary, and any difference in price will be applicable.
- Exchanges are subject to product availability. If the requested item is not available, we may offer an alternative or issue a refund for the returned product.

Policy Updates

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to irregular or excessive returns and potential fraudulent or criminal activity. *We reserve the right to update our refund and return policy at any time.

We appreciate your trust in Soosul, and we're dedicated to making your shopping experience as convenient and worry-free as possible. If you have any questions or need further assistance, don't hesitate to contact our support team.

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