LIVRAISON GRATUITE POUR TOUTE COMMANDE DE 65 $ ET PLUS

Politique de remboursement

We are obliged to make you satisfied with our products and service on giftula.com. If you are not happy with your purchase we are willing to provide a refund and exchange service under the following conditions:

  • All returns and refunds must be applied within 30 days of receiving your purchase at info@souhoney.com or the Contact page.
  • Please provide your order number and the reason for your refund or exchange. We will review your request and send you a further email if it is approved.
  • Returns must be in original packaging and condition with receipt. If the returned item is not acceptable, it will be refused acceptance.
  • We are not responsible for the shipping charge of returns for personal reasons. Please consider carefully before placing orders.

Cancel or Modify Order

Please contact our support team within 6 hours since your order is placed to make a request in cancellation or exchange the item or change/update your order information. 

NOTE:

  • After this timeframe, any request relates to cancellation or modifications won’t be accepted and the item will be processed as normal.
  • We are not guaranteed to deliver your order in a timely manner if your order needs design modification as it will take us much longer to modify your design and it will be requeued in the line.

Damaged Products

All the products are made-to-order, we do not accept returns or exchanges. However, we can offer a free replacement or a refund if the request meets certain criteria:

  • Significantly different from the preview shown to you.
  • Damaged due to the fault of our factory or the carrier.
  • Wrong item with what you ordered.
  • Missing item.

NOTE: 

  • Due to the different monitor and light effects, the actual color and size of the item may be slightly different from the visual image. So, any return request relates to this reason won’t be considered.
  • We typically DO NOT accept refunds or replacements due to customer mistakes such as:

- Incorrect selection of sizes, designs, colors, etc. So please review your order carefully before you check out to ensure your order is correct.

- Improper care, damages in use.

Process Time of Refunds

As soon as you receive the refund confirmation from our support team, it may take around 5-10 days to process your refund. Once we issue your refund, it may take time for your fund to appear in your account balance (depends on your payment method and financial institution).

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time (5 business days) before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@souhoney.com.

Shipping Issues

If your order hasn’t been updated for more than 30 days, you do have the right to request a refund or a new replacement for that order.

If the item is returned because of insufficient address/wrong address due to customer's mistakes, you will receive 70% refund of the item price. So please check your address carefully before you check out. 

Note: We kindly request that you do not return the product to us without prior approval. If you would like to request a return or exchange, please contact us at info@souhoney.com or the Contact Us page. We own different manufacturers worldwide and the product was customized and personalized for you so all the returned packages which are sent back by the customers to our factory will be donated to a local charity or disposed of it. In that case, please be aware that we will be unable to provide a refund or exchange.