Refund & Cancellation

Effective Date: March 3, 2026

Last Updated: March 3, 2026

1. Overview

At SoulSurf Foods Private Limited, we work hard to ensure you have a great experience with our prebiotic drinks. This Refund & Cancellation Policy explains when you may be eligible for a refund, replacement, or order cancellation. By placing an order on our website, you agree to the terms outlined below.

2. Eligibility for Refunds and Replacements

Due to the perishable nature of our products, we do not accept returns of opened, used, or partially consumed items. However, you may be eligible for a refund or replacement in the following cases:

  • Damaged Goods: Product received is damaged, leaking, or tampered with on arrival.
  • Incorrect Order: Product received is incorrect (wrong variant, flavor, or quantity).
  • Expired Product: Product is past its expiry date at the time of delivery.

To be eligible, you must:

  1. Raise a request within 24–48 hours of delivery.
  2. Provide your Order ID and delivery date.
  3. Provide clear photos/videos of:
    • The outer packaging.
    • The shipping label.
    • The damaged/incorrect product.

Note: We reserve the right to approve or reject refund/replacement requests based on the evidence provided.

3. Non-Refundable / Non-Returnable Situations

Refunds or replacements will not be provided in the following cases:

  • Change of mind after receiving the order.
  • Incorrect or incomplete address provided at checkout.
  • Failure to accept delivery or repeated missed delivery attempts.
  • Minor variations in packaging or design that do not affect product quality.
  • Complaints raised after the stipulated 48-hour window.
  • Products that have been opened, used, or partially consumed (unless reported as damaged/leaking immediately upon delivery).

4. Order Cancellations

4.1 Cancellation by Customer

  • You can request cancellation of your order before it is dispatched.
  • Once the order is packed and handed over to the courier, it cannot be cancelled.
  • To request cancellation: Email us at support@thesoulsurf.com with your Order ID and subject line: "Cancellation Request".
  • If approved before dispatch, we will initiate a refund as per Section 5.

4.2 Cancellation by SoulSurf

We may cancel your order in full or in part due to:

  • Product unavailability or production issues.
  • Errors in pricing or product information.
  • Non-serviceable or restricted delivery locations.
  • Suspicious or fraudulent activity.
  • If we cancel your order, we will notify you and issue a full refund for the affected items.

5. Refund Method and Timelines

Once your refund or replacement request is reviewed and approved:

  • Method: Refunds will be processed to your original payment method (e.g., credit/debit card, UPI, wallet) or as store credit, as applicable.
  • Initiation: Refund initiation typically happens within 3–7 business days of approval.
  • Bank Processing: The time taken for the amount to reflect in your account depends on your bank or payment provider and may take an additional 3–7 business days.
  • Liability: We are not responsible for delays caused by banks, payment gateways, or external financial institutions.

6. Partial Refunds or Credits

In some cases, we may offer:

  • A partial refund for minor issues that do not affect the entire order.
  • Store credit or discount codes as a goodwill gesture.
  • The type and value of compensation will be determined at our sole discretion based on the issue reported.

7. How to Raise a Complaint

To raise any issue related to damage, incorrect delivery, or product concerns, please contact us with your Full Name, Order ID, and Delivery Date.

Contact Details:

8. Health & Taste Concerns

Taste is subjective and may vary from person to person. We generally do not offer refunds for:

  • Personal dislike of flavor.
  • Products consumed over several days and later reported as “not liked.”
  • If you believe there is a quality or safety issue, contact us immediately with details and photos for review.

9. Policy Updates

We may update this Refund & Cancellation Policy from time to time to reflect changes in our processes or legal requirements. The updated policy will be posted on this page with a revised “Last Updated” date. Your continued use of our website constitutes acceptance of the updated policy.

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