Política de reembolso

1. Returns – 30 Days

We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.

To be eligible for a return, your item must be:

in the same condition as received,
unworn or unused,
with tags still attached,
in the original packaging, and
accompanied by the receipt or proof of purchase.

To start a return, contact us at suryaandsoul@gmail.com.
Returns should be sent to:

Surya & Soul
Heimbergstrasse 49
70469 Stuttgart
Germany

Please do not send back items before contacting us, as unapproved returns cannot be accepted.

Depending on the situation, we will let you know:

whether the return is approved,
how to return the item, and
whether we provide a prepaid label or whether return shipping costs apply.

2. Damages, Defects & Wrong Items

Please inspect your order when it arrives and contact us immediately if:

your item is defective,
damaged, or
you received the wrong product,

so we can assess the issue and make it right (e.g., replacement, repair, or refund).

3. Exceptions & Non-Returnable Items

Certain items cannot be returned due to hygiene, safety, or customization reasons. These include (where applicable):

Perishable goods (e.g., food, flowers, plants)
Custom or personalized products (e.g., engraved, special orders, or made-to-order items)
Personal care items (e.g., opened beauty or cosmetic products)
Hazardous materials, flammable liquids, or gases
Gift cards

Made-to-Order Dropshipping Products

Some products in our store are produced on demand by our dropshipping partners, based on the color, size, or specifications selected by the customer.
These items are created specifically for you, so they cannot be returned if the wrong size, color, or variant was chosen at checkout.

However, we genuinely care about your experience.
If you made a mistake with your selection, please contact us at suryaandsoul@gmail.com. While we cannot guarantee a return or refund due to the production nature of these items, we will do our best to help—for example, by offering a partial discount, a remake option at reduced cost, or another solution depending on what our production partners allow.

4. Exchanges

If you want an item in a different size, color, or model, the fastest method is:

Return the item you have (according to the instructions above).
Once the return is approved, place a new order for the desired item.

5. European Union – 14-Day Right of Withdrawal

If your order is shipped within the European Union, you have the legal right to withdraw from the purchase within 14 days without giving any reason.

The 14-day period starts on the day you (or a designated person) receive the items.

To exercise this right, you must inform us clearly (for example by email).
Contact: suryaandsoul@gmail.com

To comply with EU law, the returned items must:

be in the same condition as when received,
unworn or unused,
include original packaging where reasonably possible,
include proof of purchase.

Return shipping costs:
Unless otherwise stated, customers are responsible for the direct cost of returning goods when exercising the 14-day right of withdrawal.

Important:
The right of withdrawal does not apply to:

custom / personalized items,
made-to-order items produced specifically according to customer choice,
sealed goods that are not suitable for return for hygiene reasons once opened.

6. Refunds

Once we receive and inspect your return, we will notify you whether the refund is approved.

If approved:

A refund will be issued to your original payment method.
Refunds are typically processed within 10 business days after approval.

Please note that your bank or payment provider may require additional time to process the refund.

If more than 15 business days have passed since we approved a refund and you still have not received it, please contact us at suryaandsoul@gmail.com

7. Statutory Rights

Nothing in this policy affects your statutory rights under EU consumer protection laws or the applicable laws of your place of residence.