Refund policy

As a policy, we do not offer refunds or exchanges on products that are delivered in perfect condition as per the order placed. 

In the event of an incorrect order being delivered, please notify us within 24 hours via email at soilandsoulstudio@gmail.com.

If you notice that your product is damaged* after opening the package, please take a photograph and video of the product along with its packaging and send it to us within 24 hours of receiving the package at soilandsoulstudio@gmail.com, with the subject line ‘Damaged Package’. Please mention your order number and the date of the transaction in the email.

We will arrange for the package to be picked up from the delivery address provided while placing the order. Once the returned product is received and verified by us, we will share the timeline for the replacement.

*Definition of a ‘damaged’ product: A chipped, cracked, or completely broken article is considered damaged. Variations in size, glaze and colour are not considered as damage due to the hand-thrown and hand-glazed nature of our pieces.

All packages must be returned in their original condition and packaging, complete with all tags, instructions, and inserts. Any product returned without original packaging and accessories, including the retail box and all items originally included at the time of delivery, will not be replaced.

No refunds will be issued if the customer has provided an incorrect or incomplete shipping address. Our shipping partners attempt delivery up to three times, after which the package is returned to the studio.