Return Policy
At Soulux, we want every product you receive to be a source of joy. If any issue arises with your order, we are committed to providing simple and fair after-sales support.
1. Order Cancellation
Orders may be canceled within 12 hours of placement.
Once an order has entered the processing or shipping stage, it can no longer be canceled.
Contact: support@souluxstone.com
2. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Required Information:
- Order number
- Photos/videos
- Description
Resolution Options:
- Replacement
- Partial refund
- Full refund
(Some cases no return required)
3. Lost Packages
If carrier confirms loss, we will reship or refund.
Delays due to customs/weather/carrier are not considered lost packages.
4. Returns for Non-Quality Reasons
Return request within 14 days of delivery.
Conditions:
- Unused
- Original packaging
- Customer pays return shipping
- Shipping fee non-refundable
International shipping costs may exceed item value.
5. Non-Returnable Items
Customized items (unless defective)
Clearance items
Used/damaged items
6. Refund Processing Time
Refunds processed within 5–10 business days after approval.
Bank processing time may vary.
7. Return Authorization & Address
Please do not return items directly without prior contact.
Unauthorized return packages may not be accepted.
To request a return, please contact: