At SOULWOOD, each product is handcrafted and many items are made-to-order based on customer requirements. Due to the nature of our products, our refund and cancellation policy is designed to ensure clarity and fairness.

Orders can be cancelled within 12 hours of placing the order
Once production has started, cancellation is not allowed
Customized or made-to-order products cannot be cancelled after confirmation

Products made based on customer specifications (size, design, finish, etc.) are non-returnable and non-refundable
Customers are responsible for reviewing and confirming all customization details before placing the order
SOULWOOD is not responsible for dissatisfaction due to customer-provided specifications

We accept returns or replacements only if:
The product is damaged during delivery, or
The product has a manufacturing defect
Conditions:
Issue must be reported within 24–48 hours of delivery
Clear photo and/or video proof must be provided
Product must be unused and in original condition

Once approved, refunds will be processed within 5–7 business days
Refunds will be issued to the original payment method
In case of Cash on Delivery (COD), refunds may be processed via bank transfer

Refunds or returns will not be accepted in the following cases:
Customized or made-to-order products
Minor variations in wood grain, texture, or color (natural characteristics of wood)
Damage caused due to misuse, improper handling, or installation
Delay in reporting the issue beyond the allowed time

Customers must provide accurate shipping details
SOULWOOD is not responsible for failed delivery due to incorrect address or contact details
Additional shipping charges may apply for re-delivery

Website orders are processed within India only
Any international/custom orders handled separately will follow mutually agreed terms

For any issues related to refunds or cancellations:
Email: [email protected]
Phone/WhatsApp: will update later