Refund Policy

Last updated: June 2026

Please read this policy carefully before placing an order. By purchasing from SoulMoi you acknowledge and accept the terms below.

1. No Returns on Opened or Used Products

SoulMoi sells personal care and cosmetic products. In accordance with Article 16(e) of EU Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once they have been unsealed or used after delivery.

Because our Rosemary Hair & Scalp Strengthening Oil is a topical product applied directly to the scalp and hair, we cannot accept returns or issue refunds for any product that has been opened, used, or partially consumed. This applies regardless of the reason.

2. Right of Withdrawal — Unopened Products Only

If you change your mind before opening the product, you have the right to withdraw from your order within 14 calendar days of receiving your package, provided the product is completely unopened and in its original sealed packaging.

To exercise this right, email us at inbox@soulmoi.com within 14 days of delivery with your order number and a clear photo showing the product is unopened. You are responsible for the cost of return shipping. Once we receive and inspect the item, we will issue a full refund to the original payment method within 5 business days.

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or does not match what you ordered, contact us immediately at inbox@soulmoi.com with your order number and photos of the issue. We will send a replacement or issue a full refund at no additional cost to you. Claims for damaged or incorrect orders must be made within 7 days of delivery.

4. Subscriptions

You may cancel your subscription at any time before the next billing date by emailing inbox@soulmoi.com. Cancellation prevents future charges but does not entitle you to a refund for a subscription order already processed and shipped. Subscription orders are subject to the same return conditions as one-time purchases.

5. Refund Processing

Approved refunds are issued to the original payment method. Please allow 5–10 business days for the amount to appear on your statement, depending on your bank or card provider.

6. Contact

For any questions about this policy, email inbox@soulmoi.com.