Return & Refund Policy

Return Time Frame
14-Day Limit: Customers have a maximum of 14 days from the date of purchase to return any item. After this 7-day window, no returns or exchanges will be accepted under any circumstances.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt/order number as proof of purchase.

To start a return, you can contact us at returns@soulg.co.za. Please note that returns will need to be sent to the following address; Soul Gallery SA, Sandton City, Shop BC22, 83 Rivonia Road, Sandhurst, Sandton.

If your return is accepted, we will send you a return shipping notification, as well as instructions on how the parcel will be returned to us. Items sent back to us without first requesting a return will not be accepted.

Condition Of Returned Items
To qualify for a return, items must meet all of the following conditions:

• Completely Unworn: The item must be in perfect, unworn condition. Any signs of wear, such as scuffs, creases, or marks, will result in the return being denied.
• Original Packaging: The product must be returned in its original packaging, including any branded boxes, dust bags, or protective coverings.
• Tags Attached: The product must have all original tags attached. If the tags have been removed or tampered with, the return will not be accepted.

You can always contact us for any return question at returns@soulg.co.za

Damages 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Eligible Returns
Returns will not be accepted if:
• The product shows any signs of wear or use.
• The original tags have been removed or are missing.
• The item is not in its original packaging or if any packaging components are damaged or missing.

Final Sale Policy for Confirmed Orders
Once an order has been successfully placed and payment confirmed, it is considered final. Our checkout process includes multiple confirmation steps - including address entry, email verification, OTP authentication, and payment confirmation - to ensure that every customer has full control and visibility before completing a purchase.

For this reason, we do not accept refunds or cancellations due to accidental or mistaken orders. Placing an order requires several intentional steps, and we cannot be held liable for errors made during this process.

Exceptions & Support
We are, however, committed to ensuring the quality and satisfaction of your purchase. The following exceptions apply:
• If you receive a defective item
• If your order is the incorrect size (subject to availability)
• If you receive the wrong product

In these cases, we will gladly exchange the item or issue a store credit or refund where applicable. All issues must be reported within 7 days of receiving your order, with proof of issue provided.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at returns@soulg.co.za