Refund policy

Return and Refund Policy

Final Sale, Quality Issues, Category-Specific Rules, and Statutory Rights

Effective Date: May 13, 2026

Websites: www.soulalchemyworld.com | www.soulmatch.store

Contact Email: info@soulalchemyworld.com

1. Scope and General Rule

1.1 Scope. This Return and Refund Policy applies to purchases made through www.soulalchemyworld.com, the Shop, www.soulmatch.store, Soul Match, and related Soul Alchemy World commerce, digital content, course, membership, and subscription channels, unless a product page, checkout notice, course notice, subscription disclosure, or other specific purchase term provides a more specific rule.

1.2 Intentional Product Experience. Soul Alchemy World products and Soul Match offerings are curated as lifestyle goods, sensory objects, wearable wellness products, home ambiance objects, art pieces, giftable objects, ritual-style objects, digital products, digital courses, educational wellness content, and self-reflection tools. Many items and digital offerings are final sale due to hygiene, safety, fragility, limited edition, custom production, digital delivery, access-based use, or experiential characteristics.

1.3 Default Final Sale Rule. All sales are final by default, except where the Company verifies a qualifying Quality Issue, where a product page, checkout notice, course notice, subscription term, or written Company authorization expressly states a different return or refund rule, or where applicable law provides a non-waivable right. Final sale, no-return, no-refund, and category-specific limitations will be disclosed through this Policy and, where practical, through product pages, checkout disclosures, or purchase notices.

1.4 No Returns for Subjective Experience. Returns or refunds are not accepted based on personal preference, subjective emotional response, perceived wellness effect, energy sensitivity, ritual experience, aesthetic preference, comfort preference, resonance preference, learning curve, or expectation mismatch, unless applicable law provides otherwise.

1.5 Read Before Purchase. Customers are responsible for reviewing product descriptions, dimensions, materials, compatibility, usage notes, safety information, shipping origin where disclosed, shipping restrictions, cross-border shipping risks, customs information, final sale notices, category-specific rules, digital access rules, course access rules, subscription terms, and checkout disclosures before placing an order.

1.6 U.S. Market and Multi-Origin Fulfillment. The Company primarily sells to customers in the United States, but products may ship from the United States, mainland China, Hong Kong, Europe, the United Kingdom, or other locations. A U.S. shipping address does not guarantee U.S. domestic fulfillment. Cross-border or cross-ocean shipping may affect delivery timing, tracking updates, customs review, return feasibility, replacement availability, and refund processing.

1.7 Cross-Border Shipping Risks. Cross-border shipping delays, customs clearance delays, import inspections, tariffs, carrier handoffs, tracking gaps, destination-country delivery issues, or longer cross-ocean transit times do not automatically create a right to cancel, return, refund, chargeback, or replacement unless the item is confirmed lost, materially damaged during transit, incorrectly fulfilled, subject to a verified Quality Issue, or a non-waivable statutory right applies.

1.8 Non-Medical and Non-Outcome-Based Refund Rule. Soul Match, Courses, digital tools, wellness content, AI-supported outputs, and related offerings are non-clinical and are not medical, psychological, therapeutic, counseling, or crisis services. Refunds are not available based on failure to achieve a desired emotional, psychological, spiritual, wellness, health, relationship, sleep, productivity, or lifestyle outcome, unless a specific purchase term or applicable law provides otherwise.

2. Definitions

2.1 SAW, Company, we, us, or our. means Soul Alchemy World Limited.

2.2 Soul Alchemy World. means the Company's brand and commercial ecosystem integrating technology, emotional wellness, and lifestyle aesthetics.

2.3 Soul Match. means the Company's mood-first emotional and psychological support system, including AI-supported tools, mood input, routing logic, self-reflection features, digital support tools, and, where applicable, service or product recommendations.

2.4 Shop or Commerce Layer. means the Company's e-commerce layer that displays and sells lifestyle products, wearable wellness products, home ambiance objects, art pieces, giftable objects, digital products, and related goods.

2.5 Services. means the websites, online shop, Soul Match system, digital tools, content, accounts, customer support, ordering functions, checkout, fulfillment support, and related online experiences made available by the Company.

2.6 User, you, or your. means any person who accesses, browses, purchases from, registers for, submits information to, or otherwise uses the Services.

2.7 Final Sale. means a product or service that is not eligible for general return or refund except where required by applicable law or where the Company verifies a qualifying quality or fulfillment issue.

2.8 Quality Issue. means a verified manufacturing defect, functional failure, shipping damage, incorrect item, missing item, or other fulfillment error confirmed by the Company after review.

2.9 Delivery Date. means the date on which the carrier records the package as delivered to the shipping address provided by the customer.

2.10 Digital Products. means downloadable content, online tools, templates, guides, audio files, visual content, prompts, digital courses, recordings, memberships, subscriptions, and other electronically delivered or access-based materials.

2.11 Courses. means pre-recorded lessons, live or recorded sessions, group programs, workshops, digital programs, guides, exercises, journaling prompts, breathing references, templates, self-reflection materials, and educational wellness content made available through Soul Match.

2.12 Subscription or Membership. means recurring or time-limited paid access to content, Courses, digital tools, membership benefits, community features, or other Services, whether billed monthly, annually, per program, per access period, or on another disclosed basis.

2.13 Cross-Border Shipment. means a shipment that crosses national or customs borders, including shipments from mainland China, Hong Kong, Europe, the United Kingdom, or other non-U.S. locations to U.S. customers.

2.14 Reporting Window. means the period after Delivery Date, digital delivery, access activation, or other applicable event within which a customer must submit a claim for review.

2.15 Access Date. means the date on which a Digital Product, Course, recording, download, online tool, membership, subscription, or digital material is made available, delivered, accessed, activated, streamed, downloaded, or otherwise usable by the customer.

3. Eligible Quality Issues

3.1 Verified Quality Issue Required. A return, replacement, refund, or store credit may be considered only if the Company verifies a qualifying Quality Issue after review of the submitted evidence and relevant order information.

3.2 Examples of Quality Issues. Potential Quality Issues may include items materially damaged during shipping, verified manufacturing defects, verified functional failures, incorrect items received, missing items, incomplete gift sets, confirmed lost packages where the carrier confirms loss, or material differences from the applicable product description.

3.3 Non-Qualifying Issues. Non-qualifying issues include personal preference, subjective effectiveness, natural material variation, minor color differences caused by screen settings, expected handmade variation, packaging preference, change of mind, shipping delay without loss or damage, customs delays, failure to read product information, or dissatisfaction with a subjective experience.

3.4 Company Review. The Company may require photos, videos, packaging evidence, serial numbers, device logs, order details, carrier information, or additional information to verify a claim.

3.5 No Automatic Remedy. Submitting a request does not guarantee a refund, replacement, or store credit. Remedies are determined after review, subject to applicable law.

3.6 Cross-Border Review. For Cross-Border Shipments, claim review may require carrier investigation, customs information, import documents, local delivery records, photos, videos, packaging evidence, and customer cooperation. Delays caused by customs, carrier handoffs, import review, or destination-country processes do not automatically qualify as Quality Issues.

3.7 Digital and Course Quality Issues. For Digital Products or Courses, a potential Quality Issue may include duplicate charges, failure to provide purchased access, materially corrupted files, materially inaccessible content due to Company-controlled technical issues, or materially incorrect access compared to the applicable purchase description. Subjective dissatisfaction, personal outcome, emotional response, learning style preference, or disagreement with content does not qualify as a Quality Issue.

4. How to Submit a Request

4.1 Contact Method. To report a potential Quality Issue, contact the Company at info@soulalchemyworld.com within the applicable reporting window.

4.2 Required Information. Your request must include your order number, contact information, product name, delivery date, description of the issue, clear photos or videos of the item, clear photos or videos of the original packaging, shipping label, and any relevant carrier notice.

4.3 Packaging Preservation. You must preserve the item and all original packaging until the Company completes its review. Disposal, use, alteration, washing, burning, activation, repair, or modification may make the item ineligible for review.

4.4 Late Requests. Requests submitted after the applicable reporting window may be denied, except where applicable law requires otherwise.

4.5 Return Authorization Required. Customers must not return items without written authorization from the Company. Unauthorized returns may be refused, returned to sender, delayed, or excluded from refund processing.

4.6 Digital Access Evidence. For Digital Products, Courses, memberships, subscriptions, or online tools, the Company may require screenshots, device information, account information, access timestamps, error messages, payment records, browser information, or other evidence needed to verify the issue.

4.7 No Unauthorized Cross-Border Returns. Customers must not send products to any warehouse, supplier, studio, fulfillment partner, customs office, or cross-border return address without written authorization from the Company. Unauthorized returns may be refused, delayed, lost, returned to sender, abandoned, or excluded from refund processing.

5. Category-Specific Return and Refund Rules

5.1 Wearable Wellness Products and Devices. Wearable wellness products and devices may be eligible for review only for verified manufacturing defects, verified functional failures, incorrect item fulfillment, or transit damage reported within 7 calendar days of delivery. Devices must be unused, unactivated where applicable, unmodified, and in original packaging unless the defect could only be discovered after reasonable initial inspection.

5.2 Artworks and Art Pieces. Artworks, art pieces, limited editions, one-of-a-kind works, framed works, handmade works, and display art are final sale. Shipping damage must be reported within 48 hours of delivery with photos or videos of the item, outer packaging, inner packaging, and shipping label.Cross-border return of artworks, limited editions, framed works, or one-of-a-kind pieces may be unavailable or restricted due to customs, insurance, fragility, or carrier limitations.

5.3 Crystals, Natural Materials, and Energy Jewelry. Crystals, natural materials, mineral objects, and energy jewelry are non-returnable once opened, worn, handled in a way that affects condition, or removed from protective packaging. Natural variations in color, texture, inclusion, opacity, shape, or pattern are inherent characteristics and are not defects. Verified structural damage or transit damage must be reported within 7 calendar days of delivery.

5.4 Candles, Incense, Essential Oils, Aromatherapy, and Scented Products. For hygiene and safety reasons, candles, incense, essential oils, aromatherapy products, fragrance goods, and scented products are non-returnable once opened, burned, activated, unsealed, sampled, or used. Leaks, breakage, or transit damage must be reported within 48 hours of delivery. Liquid, scented, flammable, aromatic, or restricted products may be ineligible for return shipping depending on carrier rules, destination laws, customs restrictions, or safety requirements.

5.5 Meditation, Sound, and Sensory Tools. Meditation tools, sound tools, resonance objects, and sensory tools are non-returnable once used. Minor sound variation, resonance difference, tone preference, technique-related difficulty, or learning-curve concerns are not defects. Verified manufacturing defects or transit damage must be reported within 7 calendar days of delivery.

5.6 Ritual Kits and Home Ambiance Items. Ritual kits, home ambiance objects, curated sets, display sets, and home energy items are curated as complete experiential sets and are final sale once opened, used, rearranged, partially consumed, or separated. Damaged, missing, or incorrect items must be reported within 7 calendar days of delivery, unless a shorter period is stated for the product category.

5.7 Digital Products, Courses, and Downloadable Content. Digital products, downloadable content, digital tools, Soul Match Courses, online courses, workshops, recordings, templates, guides, audio files, visual content, prompts, journaling tools, and immediately accessible digital materials are final sale once accessed, streamed, downloaded, delivered, activated, made available, or otherwise usable by the customer, except where applicable law provides otherwise or where the Company verifies a qualifying digital access issue.

5.8 Gift Sets and Seasonal Collections. Gift sets, seasonal collections, limited collections, curated bundles, and promotional sets are final sale. Individual items within a set cannot be returned or refunded separately. Damaged, missing, incorrect, or incomplete gift sets must be reported within 48 hours of delivery unless the product page states otherwise.

5.9 Custom, Personalized, and Made-to-Order Items. Custom, personalized, commissioned, engraved, configured, made-to-order, pre-order, or special-request items are final sale unless the Company verifies a Quality Issue or applicable law requires otherwise.

5.10 Pre-Orders and Limited Drops. Pre-orders and limited drops may have special cancellation, shipping, and return rules disclosed on the product page or at checkout. Where no special rule is provided, this Policy applies.

5.11 Live Sessions, Workshops, and Group Programs. Live sessions, workshops, group programs, coaching-style educational sessions, community programs, or scheduled Soul Match experiences may be final sale or subject to cancellation rules disclosed at purchase. Unless expressly stated otherwise, missed sessions, scheduling conflicts, personal availability issues, facilitator style preferences, or dissatisfaction with subjective experience do not qualify for refunds.

5.12 Subscriptions and Memberships. Subscription or membership fees are generally non-refundable once the billing period begins, except where applicable law provides otherwise or the Company expressly states a different rule. Cancellation generally prevents future renewal charges but does not automatically create a refund for the current or prior billing period unless required by law.

5.13 Free Trials and Promotional Access. Free trials, discounted trials, promotional access, or introductory offers may be subject to specific cancellation, renewal, and refund terms disclosed at sign-up or checkout. Failure to cancel before a disclosed renewal date may result in charges that are refundable only where required by law or expressly stated by the Company.

6. Condition Requirements for Approved Returns

6.1 Original Condition. If the Company authorizes a return, the item must be returned in the condition required by the authorization, which may include unused, unopened, unactivated, unworn, unwashed, undamaged, unmodified, and complete with original packaging, tags, inserts, accessories, manuals, certificates, and protective materials.

6.2 Inspection. Returned items are subject to inspection. If the item does not meet the authorization conditions, the Company may deny the refund, issue a reduced refund, charge return shipping, dispose of the item if legally permitted, or return the item to the customer at the customer's expense.

6.3 Return Shipping. Unless the Company determines that the return is due to a verified Quality Issue caused by the Company or fulfillment process, the customer may be responsible for return shipping, insurance, tracking, customs fees, import/export charges, brokerage fees, duties, taxes, and related charges, where permitted by law. Customer-error returns, non-defective returns, unauthorized returns, change-of-mind requests, and returns not required by law are generally at the customer’s expense if accepted.

6.4 Return Risk. Customers are responsible for packaging authorized returns securely and using a trackable shipping method where required. The Company is not responsible for damage or loss during return shipping caused by inadequate packaging or carrier issues outside its control.

6.5 Cross-Border Return Requirements. Approved cross-border returns may require specific customs forms, return labels, carrier methods, insurance, declared value instructions, product condition verification, and return authorization documentation. Failure to follow return instructions may result in delay, refusal, loss, customs charges, reduced refund, or denial of refund where permitted by law.

6.6 Restricted Product Returns. Used, opened, activated, burned, sampled, worn, washed, altered, damaged, personalized, downloaded, accessed, or digitally activated products may be ineligible for return, especially where hygiene, safety, digital access, product integrity, or final sale rules apply.

7. Resolution Options

7.1 Available Remedies. If the Company verifies a Quality Issue, the Company may offer a replacement, repair, missing-item shipment, store credit, partial refund, full refund, or another reasonable remedy, depending on the product, issue, inventory, customer location, and applicable law.For Digital Products or Courses, remedies may include restoring access, correcting account access, re-sending access links, providing replacement files, store credit, partial refund, or refund where appropriate.

7.2 Discretion Subject to Law. Resolution options are determined by the Company after review, subject to non-waivable consumer rights and applicable law.

7.3 Replacement Availability. Replacements are subject to product availability. If an item is limited edition, one-of-a-kind, discontinued, or unavailable, the Company may provide an alternative remedy.

7.4 Partial Refunds. Partial refunds may be used for minor verified issues, missing components, cosmetic defects that do not affect core use, or customer-approved alternative resolutions.

7.5 Refund Timing. Approved refunds will be issued to the original payment method where possible, generally within 10 business days after confirmation of approval, receipt and inspection of an authorized return, completion of carrier or customs investigation where applicable, or verification of a digital access issue. Payment provider processing times may vary.

7.6 Shipping Fees. Original shipping fees, customs duties, import taxes, brokerage fees, remote area charges, and other third-party charges are generally non-refundable unless the Company determines that a refund is required by applicable law or caused by the Company's verified fulfillment error.

7.7 Store Credit. Where offered, store credit may be subject to additional terms, expiration rules where permitted by law, account restrictions, product exclusions, and fraud review. Store credit is not redeemable for cash unless required by applicable law.

7.8 Replacement and Cross-Border Availability. Replacement availability may depend on inventory, product origin, supplier availability, shipping destination, customs restrictions, and carrier limitations. For cross-border orders, replacement may take longer than the original shipment or may be unavailable for discontinued, limited-edition, custom, or restricted products.

8. EU, UK, and Other Statutory Consumer Rights

8.1 Mandatory Rights Preserved. Nothing in this Policy excludes or limits mandatory statutory rights that cannot be waived under applicable consumer protection law.

8.2 EU Distance Selling Withdrawal Rights. If your order is shipped to the European Union and you are a consumer, you may have a statutory right to withdraw from certain distance contracts within 14 days of delivery without giving a reason, subject to applicable legal exceptions.

8.3 EU Exceptions. The EU withdrawal right may not apply to certain goods or services, including customized or personalized items, sealed goods unsealed after delivery where hygiene or health protection is relevant, digital content where access has begun with required consent and acknowledgment, goods liable to deteriorate or expire rapidly, and other legally recognized exceptions.

8.4 UK and Similar Rights. Customers in the United Kingdom or other jurisdictions may have similar statutory rights, subject to applicable exceptions, notice requirements, and product-category limitations.

8.5 Return Condition for Statutory Withdrawal. Where a statutory withdrawal right applies, returned items must be unused, unopened where relevant, complete, and in original packaging, except to the extent handling is permitted by applicable law. The customer may be responsible for return shipping unless the item is defective, incorrect, or applicable law provides otherwise.

8.6 How to Exercise Statutory Rights. To exercise a statutory withdrawal or consumer right, contact the Company at info@soulalchemyworld.com with your order number and a clear statement of the right you wish to exercise. The Company may provide additional instructions required to process the request.

9. Chargebacks, Fraud, and Abuse

9.1 Good-Faith Resolution. Customers are encouraged to contact the Company before filing a payment dispute or chargeback so the Company can investigate and attempt to resolve the issue.

9.2 Fraudulent Claims. The Company may deny requests, cancel orders, restrict accounts, preserve evidence, or take other lawful action where it reasonably suspects fraud, abuse, false documentation, manipulated evidence, repeated policy misuse, or chargeback abuse.

9.3 Duplicate Remedies. A customer may not receive duplicate remedies for the same issue, such as both a refund and a replacement, unless required by applicable law or expressly approved by the Company.

10. Customer Support and Questions Before Purchase

10.1 Pre-Purchase Questions. If you have questions about size, materials, usage, compatibility, final sale status, digital access, course access, subscription billing, shipping origin, cross-border shipping risks, customs duties, return eligibility, or product category rules, contact the Company at info@soulalchemyworld.com before placing an order.

10.2 Support Response. The Company aims to respond to customer support requests within a reasonable timeframe. Response times may vary based on volume, complexity, time zones, public holidays, supplier review, logistics investigation, and the nature of the issue. Cross-border carrier investigation, customs review, supplier review, payment disputes, and digital access troubleshooting may require additional time.

11.Cancellation Before Fulfillment or Access

11.1 Cancellation Requests. Customers may request cancellation by contacting the Company as soon as possible after purchase. Cancellation is not guaranteed.

11.2 Physical Products. Physical product orders may not be cancellable once they enter processing, supplier preparation, customization, packing, shipment, cross-border export processing, or fulfillment partner handling.

11.3 Digital Products and Courses. Digital Products, Courses, memberships, subscriptions, recordings, downloads, templates, or online tools may not be cancellable once access has been delivered, activated, made available, streamed, downloaded, or used, unless applicable law provides otherwise.

11.4 Pre-Orders and Limited Drops. Pre-orders, limited drops, custom items, made-to-order items, supplier-reserved items, or special-request products may have special cancellation rules disclosed at purchase.

12. Refused, Failed, Returned, or Unclaimed Delivery

12.1 Failed Delivery. If a package is delayed, returned, abandoned, destroyed, or subject to additional charges because the customer provided an incorrect or incomplete address, failed to collect the package, was unavailable for delivery, failed to respond to carrier or customs requests, or failed to provide required delivery information, refund eligibility may be reduced or denied where permitted by law.

12.2 Refused Delivery or Duties. If a customer refuses delivery or refuses to pay required customs duties, tariffs, import taxes, brokerage fees, clearance fees, or carrier charges, the shipment may be delayed, returned, abandoned, or destroyed. Original shipping fees, return shipping, customs charges, storage fees, disposal fees, and third-party charges may be deducted from any refund where permitted by law.

12.3 Returned to Sender. A package returned to sender is not automatically eligible for refund. The Company may review the reason for return, product condition, return costs, customs charges, and whether the return was caused by customer error, carrier issue, customs action, or Company fulfillment error.