Refund policy

Returns & Refunds Policy

Overview

We want you to love your purchase. If something isn’t right, we’re here to help. This Returns & Refunds Policy explains how we handle returns, exchanges, and refunds for purchases made through our online store.


Physical Products

Change of Mind

We accept change‑of‑mind returns within 30 days of delivery, provided the item is:

  • unused

  • in its original packaging

  • in saleable condition

To start a return, contact us at [your email] with your order number and reason for return. Return shipping costs for change‑of‑mind returns are the responsibility of the customer.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery. We will request:

  • a brief description of the issue

  • photos of the item and packaging

Once confirmed, we will offer:

  • a replacement, or

  • a full refund (including shipping)

Exchanges

We offer exchanges for eligible physical products. If the item you want is unavailable, we will issue a refund or store credit.

Custom or Personalised Orders

Customised or personalised items cannot be returned or refunded unless they arrive damaged or incorrect due to our error.


Refund Processing

Once your return is received and approved:

  • refunds are issued to your original payment method

  • processing typically takes 3–7 business days, depending on your bank or payment provider

Shipping fees are non‑refundable unless the return is due to our error.


How to Start a Return

Email us at contactus@thesoulritual.au with:

  • your name

  • order number

  • item(s) you wish to return

  • reason for return

  • photos (if applicable)

We’ll respond with next steps and return instructions.


Questions

If you have any questions about this policy or need help with your order, reach out anytime at contactus@thesoulritual.au.


If you want, I can tailor this to:

  • your exact product range (scavenger hunts, bundles, printables, physical kits)

  • Australian Consumer Law wording (strongly recommended for an Adelaide‑based business)

  • a more friendly, playful, or more formal tone

  • a version that fits Shopify’s collapsible FAQ blocks

Would you like an Australian Consumer Law–aligned version next?


I need a returns and refund policy drafted for the shopify site

Here’s a clean, professional Returns & Refunds Policy you can paste straight into your Shopify site. It’s written to suit small creative product businesses (like your scavenger hunt ecosystem), but it’s fully adaptable to physical or digital goods.


Returns & Refunds Policy

Overview

We want you to love your purchase. If something isn’t right, we’re here to help. This Returns & Refunds Policy explains how we handle returns, exchanges, and refunds for purchases made through our online store.


Physical Products

Change of Mind

We accept change‑of‑mind returns within 30 days of delivery, provided the item is:

  • unused

  • in its original packaging

  • in saleable condition

To start a return, contact us at [your email] with your order number and reason for return. Return shipping costs for change‑of‑mind returns are the responsibility of the customer.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery. We will request:

  • a brief description of the issue

  • photos of the item and packaging

Once confirmed, we will offer:

  • a replacement, or

  • a full refund (including shipping)

Exchanges

We offer exchanges for eligible physical products. If the item you want is unavailable, we will issue a refund or store credit.


Digital Products (Downloads, Printables, Templates)

Non‑Refundable Items

Due to the nature of digital products, all digital downloads are final sale and cannot be returned or refunded once the files have been delivered.

If you experience a technical issue accessing your files, contact us and we’ll make sure you receive the correct download.


Custom or Personalised Orders

Customised or personalised items cannot be returned or refunded unless they arrive damaged or incorrect due to our error.


Refund Processing

Once your return is received and approved:

  • refunds are issued to your original payment method

  • processing typically takes 3–7 business days, depending on your bank or payment provider

Shipping fees are non‑refundable unless the return is due to our error.


How to Start a Return

Email us at [your email] with:

  • your name

  • order number

  • item(s) you wish to return

  • reason for return

  • photos (if applicable)

We’ll respond with next steps and return instructions.


Questions

If you have any questions about this policy or need help with your order, reach out anytime at contactus@thesoulritual.au