Refund and Returns Policy

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Effective Date: 01 July 2026

At SOULEXA, customer satisfaction and product quality remain at the core of our commitment. We strive to provide a seamless, transparent, and premium shopping experience for every customer. This Refund and Returns Policy outlines the terms, conditions, and procedures regarding returns, exchanges, and refunds for purchases made through our platform.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return:

  • Your item must be unused and in the same condition that you received it
  • The item must be in its original packaging
  • Proof of purchase, receipt, or order confirmation is required

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional Non-Returnable Items

The following items are not eligible for return or refund:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

Please do not send your purchase back to the manufacturer.

Partial Refund Situations

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email notification confirming that we have received your returned item. We will also notify you regarding the approval or rejection of your refund request.

If your refund is approved:

  • Your refund will be processed automatically
  • A credit will be applied to your original method of payment
  • Processing time may vary depending on your bank or payment provider

Refund timelines may differ based on payment method, financial institution, and transaction verification procedures.

Late or Missing Refunds

If you haven’t received your refund yet, please follow these steps:

  1. Recheck your bank account
  2. Contact your credit card company, as posting delays may occur
  3. Contact your bank, since processing times can vary

If you have completed all the above steps and still have not received your refund, please contact us at:

Email: soulexa.official@gmail.com

Sale Items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange an item for the same product, please contact us at:

And send your item to:

Kulshi, Chattogram, Bangladesh

Gifts

If the item was marked as a gift when purchased and shipped directly to you:

  • You will receive a gift credit for the value of your return
  • Once the returned item is received and approved, a gift certificate will be mailed to you

If the item was not marked as a gift at the time of purchase, or the gift giver had the order shipped to themselves before giving it to you:

  • The refund will be sent to the original purchaser
  • The gift giver may be informed regarding the return process

Shipping Returns

To return your product, you should mail your product to:

Return Address

Kulshi, Chattogram, Bangladesh

Important Return Shipping Information

  • Customers are responsible for paying their own shipping costs for returning items
  • Original shipping charges are non-refundable
  • If a refund is approved, the return shipping cost may be deducted from the refunded amount
  • Delivery times for exchanged products may vary depending on your location

If you are returning expensive items, you may consider:

  • Using a trackable shipping service
  • Purchasing shipping insurance

We do not guarantee that we will receive your returned item.

International Returns

As SOULEXA expands internationally, return eligibility, shipping timelines, customs processing, and refund procedures for international orders may vary by country and local regulations. Customers outside Bangladesh may be responsible for customs duties, taxes, and international return shipping charges where applicable.

Fraud Prevention & Verification

To maintain a safe and secure shopping environment, SOULEXA reserves the right to:

  • Verify return requests before approval
  • Request additional documentation or product images
  • Decline suspicious, abusive, or fraudulent refund claims

Any misuse of the refund system may result in restricted purchasing privileges or account limitations.

Need Help?

For any questions related to refunds, returns, exchanges, or order assistance, please contact our support team:

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