Refund policy

Replacement, Cancellation & Return Policy

At The Mortal Soul, we strive to offer a smooth, fair, and satisfying shopping experience. Please read our policy carefully to understand the terms under which replacements, cancellations, and refunds are handled.

Replacements

We follow a Replacement-First Policy. This means:

If your item is eligible for replacement, we will first send a free replacement.
If the replacement item is also damaged or defective, you may choose between a second replacement or a full refund (for prepaid orders only).

Replacements are offered under the following conditions only:

Product received is damaged or defective
Product is lost in transit
You received the wrong item

To be eligible for a replacement:

Contact us within 48 hours of the order being marked as delivered.
Share an unboxing video clearly showing the unopened parcel with outer packaging intact.

📧 Email: support@themortalsoul.com
📱 WhatsApp: 7494971431

⚠️ Replacements will not be processed without the opening video. This helps us verify claims and ensures fair resolution.

Important Notes on Replacements

Color Variations: Slight differences in product or print color due to screen settings do not qualify for return or replacement.
Customer Error: Products disliked or ordered incorrectly are not eligible for return or replacement.
Inspection Process: In case of disputes, items may need to be returned. A decision will be made post-inspection.
Custom Products: Non-returnable/non-replaceable unless defective. Print quality depends on uploaded image resolution.
COD Orders: Not eligible for refunds. Verified manufacturing defects qualify for free replacement.

Returns & Size Exchanges Not Available

We do not accept returns or size exchanges under any circumstances, because:

Products are often fragile and can be damaged during return transit.
Most items are made-to-order and created specifically for you.

Please ensure all details, including sizes and customizations, are reviewed carefully before placing your order.

Refunds

Refunds are applicable only to prepaid orders and only after a replacement attempt, if the replacement item is also found to be damaged or defective.

If eligible, the refund will be processed to your original payment method within 7 business days.

Note: Items on sale or promotion are not refundable.

If you haven’t received your refund yet:

Check your bank account.
Contact your credit card provider or bank.
If unresolved, email us at support@themortalsoul.com.

Cancellations

Free cancellation up to 2 hours of placing an order.
Orders cancelled after processing/shipping will incur a 35% cancellation fee.
Orders cannot be cancelled once they’ve been processed or shipped.

Shipping & Delivery Terms

For incorrect/incomplete addresses, a correction fee of ₹150 + GST applies after dispatch.
If returned due to address issues or delivery refusal, full forward shipping charges apply for redelivery.
Refusing delivery or rescheduling more than twice will result in the order being returned. Forward shipping fees will be charged for reshipment.
If item is undelivered due to courier company operational issues, we will send another package from a different courier company from our end at the earliest to resolve the same.

Special Offer Items

Items purchased during sales or promotions are not eligible for return or replacement.

OTP-Based Delivery

We use an OTP-based delivery system. If the OTP is shared before receiving the parcel, we cannot offer any refund or replacement. In such cases, customers must raise a complaint with the courier company and their local authorities.

Partial COD Payments

Any advance paid for Partial COD is non-refundable as it covers courier handling and logistics costs.

If you have any questions or need assistance, please contact us:
📧 support@themortalsoul.com
📱 7494971431