Informativa sui rimborsi

Soulbrick Custom Return and Refund Policy

Updated on 10.02.2025

Thank you for shopping with us at Soulbrick Custom. Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.

Scope and Contact Information

For questions regarding returns and refunds, please contact us through any of the methods below:

  • E-Mail: support@soulbrickcustom.com
  • Phone: +1 943 203 3965
  • Address: ul. Zamknięta, nr 10, lok. 1.5, 30-554, Kraków, Małopolska, Poland

Policy Overview

  • Return Period: 30 days from delivery date
  • Refund Processing Time: 10 business days from receipt
  • Return Shipping Costs: Covered by the customer unless the product is defective or incorrect.

Order Cancellations

You may cancel your order within 24 hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.

Return Conditions

We offer returns under the following conditions:

  • Return Window: Items can be returned within 30 days of delivery.
  • Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
  • Receipt or Proof of Purchase: Required for all returns.

Exceptions: Certain products, such as custom or personalized items, are non-returnable.

Custom-Made or Personalized Products

Custom or personalized items, such as our custom brick sets, are non-refundable after the 24h hours processing period. After 24 hours from the time of purchase, no cancellations or refunds will be granted. Please ensure all personalization details are correct before placing your order.

Return Instructions

To start a return, please follow these steps:

  1. Contact Customer Service: Email support@soulbrickcustom.com with your order number, reason for return, and any supporting photos if applicable.
  2. Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
  3. Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
  4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if defective or incorrect.

Refund Policy

  • Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 10 business days.
  • Processing Time: Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.
  • Confirmation: You will receive a confirmation email once the refund is processed.

If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at support@soulbrickcustom.com

European Union 14-Day Cooling Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, and without justification. The item must be in the same condition you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Exchange Policy

We offer exchanges for incorrect or defective items. Contact us within 14 days of delivery, and we’ll cover the return shipping costs for eligible exchanges. If an incorrect product was ordered, please follow the return process and then place a new order for the correct product.

Exceptions and Special Cases

  • Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a replacement at no cost to you.
  • Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
  • Lost Packages: We are not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please file a complaint to your respective shipping carrier. If you have any further questions on how to do this please reach out to our Customer Support Team.

Processing Times

  • Return Window: Returns must be initiated and shipped within 30 days of receiving the item.
  • Inspection Period: Once received, returns are inspected within 10 business days.
  • Refund Issuance: Refunds are processed to the original payment method within 10 business days after inspection.

Restocking Fees

Any shipment that was shipped correctly but is subsequently refused by the recipient, unable to be delivered with the customer supplied address or returned to our warehouse will incur a restocking fee of 50% of the total invoice price for shipping/warehousing/receiving charges.

The customer acknowledges that restocking fees are a genuine pre-estimate of the additional costs and damages incurred by the Supplier in processing such returns.

Contact Us

If you have further questions or require assistance with returns or refunds, please reach out:

  • E-Mail: support@soulbrickcustom.com
  • Phone: +1 943 203 3965
  • Address: ul. Zamknięta, nr 10, lok. 1.5, 30-554, Kraków, Małopolska, Poland

Customer Service Hours: Monday – Saturday, 9:00 AM – 5:00 PM CET