Refund And Return Policy
We always care about your satisfaction with the product(s) received. We hope that our product(s) would fit your need perfectly. We understand that you may not want your purchase in some circumstances. You may return or exchange within 60 days of delivery. Please see more conditions and details below.
1. Cancellation and Refund
- You can cancel your order within 24 hours of making the purchase, as long as the order hasn't been dispatched yet.
- Once a refund request is confirmed by Lovemysoulmate, a refund will be processed. A credit will automatically be applied to your credit card or original method of payment, within 7-21 days. (Note: Time varies depending on the processing time of the bank that issued the funds)
2. Returns & Exchanges Policy
- Returns & Exchange policy lasts 60 days since the delivery. After 60 days of delivery, any refund or exchange can't be processed.
- To be eligible for a return, your return item must be unworn, unwashed, and in the same condition when was received.
- To complete the return, it is required to have your packing slip submitted through our support team at email@example.com.
- Gift cards are non-refundable.
2.1. Reasons that are covered by our 60-day FULL COVERAGE Return & Exchange Policy.
- We sent the incorrect order or item(s),
- You received defective items, or broken item(s) such as paint is chipping, crystals/charms are falling off, broken strap, etc.
- We will only replace the item(s) or exchange them for item(s) of equal or lesser value.
2.2 Reasons are NOT covered by our 60-day Return & Exchange Policy, and we are not liable for these issues.
- Your item is exposed to corrosive substances or harsh chemicals, which can change the appearance of the item. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Please note that Oxidized silver is easily damaged.
- Your item is damaged or broken by misuse, mishandling, or poor maintenance.
- Silver pieces are tarnished by oxidation and over time they may appear black. To fix this, please clean the item with a silver polishing cloth to return the item to its original state.
Some certain situations where only partial refunds are granted (if applicable):
- Item is not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 60 days after delivery.
2.3 Missing or wrong items sent:
- When the item is missing and wrongly shipped to you, please contact us via email firstname.lastname@example.org to receive our support for the new item to be resent.
- In the circumstances where the item is unavailable for reshipping, a refund for the missing items will be offered.
2.4 Out-of-stock items:
Some items may be out of stock or there may be insufficient products to complete the order during the order processing stage. Our customer service staff will contact you and provide you with a status update.
You are eligible to ask for a refund for the out-of-stock item(s).
3. How to Make Your Return or Exchange:
3.1 If you're not satisfied with the item(s) received, please contact our customer service via email email@example.com for further help.
3.2 Please make sure to specify the reason(s) for the return request in your message and indicate any preference for the replacement (whether exchanging for an identical item or selecting an alternative style, size, or color), for an account credit, or a refund.
3.3 Please also attach your images of damaged or defective items for clarification.
4. Who covers the return shipping cost?
- In the case where you want to return damaged, or broken, or incorrect item(s), stated in section 2.1, we will cover the return shipping cost. You also need to contact our support via email to get further information and details about how the return should be handled before shipping the item(s) back to our warehouse.
- For all other cases, return shipping costs are the responsibility of the customer.
5. What does the return process usually entail?
- Once your return is received and inspected, we will send you an email to confirm that we have received your returned item(s). The approval or rejection of your refund will also be notified.
- If your refund request is approved, your refund will be processed immediately. A credit will automatically be applied to your credit card or original method of payment, within 7-21 days. (Note: Time varies depending on the processing time of the bank that issued the funds)
- If you have requested an exchange in a different size or style of the item, an email will be sent to notify you once the reproduction has been initiated.
In case of late or missing refunds (if applicable)
1. If you haven’t received a refund yet, first check your bank account again.
2. Then, contact your bank or credit card company, it may take some time before your refund is officially posted.
3. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Contact Us: 8:00am to 17:30pm Monday to Friday (GMT+8)
Address: 3 Coleman Street, #03-24 Peninsula Shopping Complex, Singapore (179804)
If you have any questions, please contact us: email@example.com