Effective Date: 1/4/2025
Last Updated: 1/4/2025
At Soule Media, we are committed to providing high-quality products and services to our customers. If you are not satisfied with your purchase, this Refund Policy outlines the circumstances under which refunds, returns, or exchanges may be granted.
1. Eligibility for Refunds
We offer refunds under the following conditions:
a. Physical Products (e.g., Photo Prints)
- Damaged or Defective Items: If your product arrives damaged or defective, you must notify us within 7 days of delivery with evidence (e.g., photos of the damage). We will review the claim and offer a replacement or refund if valid.
- Incorrect Items: If you receive an incorrect item, please contact us within 7 days of delivery to arrange a return or replacement.
b. Digital Products or Services
- Non-Deliverable Files: If a digital product (e.g., photo or video file) is not successfully delivered, we will provide a replacement or refund after verifying the issue.
- Custom Projects: Refunds for custom photo or video production services are not available once production begins unless a specific agreement is made.
2. Non-Refundable Items
We cannot offer refunds for the following:
- Downloaded digital products (after successful delivery).
- Custom or personalized items once approved and produced.
- Services already rendered, including consulting, photography, or videography sessions.
- Change of mind after purchase.
3. How to Request a Refund
To request a refund, please follow these steps:
- Contact Us: Email us at [email protected] or use the contact form on our website within the eligibility window.
- Provide Proof: Include your order number, a detailed explanation of the issue, and supporting evidence (e.g., photos of the damaged product).
- Return Shipping: For physical product returns, you may need to return the item in its original packaging. Return shipping costs are your responsibility unless the return is due to our error.
4. Processing Refunds
- Approved refunds will be processed within 7-10 business days after the returned product is received and inspected (if applicable).
- Refunds will be issued to the original payment method used during the purchase.
- Please note that it may take additional time for your bank or card issuer to process the refund.
5. Exchanges
For eligible items (e.g., damaged or incorrect products), we may offer an exchange instead of a refund. Please follow the steps outlined in Section 3 to initiate an exchange.
6. Cancellations
- Orders for physical products can be canceled before they are shipped. Contact us immediately if you wish to cancel an order.
- Custom service projects (e.g., photography or videography) may incur cancellation fees based on the progress of the project.
7. Contact Us
If you have questions about this Refund Policy or need assistance with a refund request, please contact us at:
Email: [email protected]
We value your satisfaction and will do our best to resolve any issues promptly.