When you confirm a purchase, it signifies that you agree to the purchasing rules of this store. If you do not agree, please do not proceed with the order.

​

 

1. Payment Methods:

Credit Card Payment: Accepts Visa, Mastercard, and JCB.

PayPal: Can use available PayPal balance or link a credit card or bank account to your PayPal account for payment.

 

2. Returns:

All products are non-refundable and non-exchangeable once shipped. We only accept returns under the following conditions:

- Damaged during transit.

 

Our return policy is valid for 14 calendar days. If more than 14 calendar days have passed since you received the product, we cannot offer a refund or exchange.

To be eligible for a return, the product must be unused and in the same condition as when you received it. It must also be in its original packaging.

To complete your return, we require the following information to be emailed to: contact@thesoulwhale.com

1. Order number

2. Product name, quantity

3. Name of the purchaser

4. Contact phone number

5. Reason for return

6. Clear photos/videos showing the defect or damage

 

3. Order Cancellation:

For personal reasons, if you need to cancel your order, please contact us for explanation.

Refund request: A 3% handling fee will be deducted. Please ensure the item before placing an order.

- PayPal payments will incur additional platform fees.

 

No refund will be given, and the order amount will be converted into a discount coupon for future purchases.

 

4. Refunds:

Once we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and the refund amount (excluding shipping fees) will be automatically credited back to your credit card or original method of payment within 5 business days.

​

* All amounts are settled in Hong Kong Dollars.