Return and refund policies

SOULNÉ Return & Refund Policy

Effective Date: May 1, 2026

1. Scope & Purpose

This Return & Refund Policy applies to all products purchased through the SOULNÉ website (https://soulnewellness.com). Our goal is your satisfaction, but due to the large size, custom nature and high value of our saunas, cold plunges, massage chairs and other wellness products, returns are subject to strict conditions and fees. By placing an order, you agree to the terms outlined below.

2. Contact Information

If you have questions about returns or refunds, please contact our customer service team:

• Email: info@soulnewellness.com
• Phone: 888‑768‑5654
• Address: 25 FIRST AVE. SW STE A, WATERTOWN, SD 57201, United States

Our team is available Monday–Friday, 9:00 AM–5:00 PM Eastern time, and Saturday, 9:00 AM–1:00 PM Eastern time.

3. Return Eligibility

Customers located in the United States may request a return within 30 days of delivery. Eligibility varies by product category:

Saunas, Cold Plunges & Massage Chairs
• Return requests must be initiated within 30 days of delivery.
• Products must be unused, unassembled and in their original, unopened crate and packaging.
• For health and safety reasons, we cannot accept returns of unpacked, assembled or used units.
• Custom orders, made‑to‑order models, non‑standard configurations and private‑label products are not returnable.

Accessories & Small Wellness Items
• Accessories may be returned within 30 days of delivery if they are in new condition and in the original, unopened packaging.
• Consumable items such as premium bamboo inserts, cleaning sprays and other personal care products are non‑returnable.
• Gift cards and downloadable software products are non‑returnable.

In addition, all returns require proof of purchase (such as your order number and receipt).

4. Return Process

4.1 Initiate a Return – To begin a return, email us at info@soulnewellness.com or call 888‑768‑5654 within 30 days of receiving your order. Provide your order number and the reason for your return. We will review your request and, if eligible, issue a Return Merchandise Authorization (RMA) number and detailed instructions.

4.2 Prepare Your Return – Securely pack the item in its original crate or packaging, including all accessories, manuals and any promotional items or free gifts. Include the RMA number and required documentation.

4.3 Shipping Your Return – You must ship your return within 7 days of receiving the RMA. Use the carrier specified by SOULNÉ and obtain tracking and insurance. Customers are responsible for return shipping insurance. Products returned without prior authorization (no RMA) will be refused and returned to the sender.

5. Return Fees & Shipping Costs

High‑Value Products (Saunas, Cold Plunges & Massage Chairs)
• Approved returns are subject to a restocking fee equal to 20 % of the original purchase price.
• Customers are responsible for both outbound and return freight costs. Freight fees for these large items typically range from $1,500–$1,800 but may vary based on your location.
• If your order included free shipping, our actual shipping cost will be deducted from your refund.

Accessories & Small Items
• For change‑of‑mind returns (unused, unopened), you are responsible for return shipping costs.
• For defective, damaged or incorrect items, SOULNÉ will cover the return shipping.

Administrative Fees
• Orders cancelled after 24 hours but before shipment incur a 3 % administrative fee to cover payment processing and administrative expenses.
• Cancellations are not accepted once the product has shipped; refused deliveries will be treated as returns and subject to restocking and freight fees.

Partial Refunds
• Partial refunds may be granted for items not in their original condition, damaged, or missing parts for reasons not due to our error.
• Late returns (shipped more than 30 days after delivery) may also be subject to partial refunds.

6. Specific Return Situations

6.1 Change of Mind – For high‑value products, a refund will be issued to the original payment method minus applicable restocking and freight fees. For accessories, a refund will be issued minus return shipping costs.

6.2 Defective or Damaged Goods – Inspect your product immediately upon delivery. If it arrives damaged or defective, note any visible damage on the delivery receipt, take photos and contact us within 24 hours. Provide photos or videos of the defect or damage. We will arrange for repair, replacement or return at no cost to you if the damage is confirmed. Failure to report damage upon delivery may limit your remedies.

6.3 Incorrect Product – If you receive the wrong item, contact us immediately. We will arrange for the incorrect product to be returned (at our expense) and ensure that you receive the correct product.

6.4 Non‑Delivery (Lost Shipment) – If your product does not arrive within the estimated delivery time, contact us. We will investigate with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement.

6.5 Order Cancellation – You may cancel your order without penalty if the product has not yet shipped. After shipment, refused deliveries are subject to return fees as described in Section 5.

7. Refunds & Exchanges

7.1 Refund Processing – Once we receive and inspect your returned product, we will notify you of approval or rejection. Approved refunds are processed to the original payment method within 7–14 business days. Refunds will reflect the original purchase price minus restocking fees, original outbound shipping costs and return freight charges, if applicable.

7.2 Exchanges – If your product is defective, damaged or incorrect, we will exchange it for the same item. For change‑of‑mind exchanges, customers are responsible for return shipping and any price difference.

7.3 Free Gifts & Promotions – Free gifts included with qualifying purchases are non‑returnable. If you return a qualifying product, you must also return the gift in unused, original condition. If the gift is not returned or is returned used or damaged, its full retail value will be deducted from your refund.

8. Timelines & Appeals

• Return Request Window – Returns must be initiated within 30 days of delivery.
• Shipping Window – You must ship your return within 7 days of receiving your RMA.
• Processing Time – After receipt, we will inspect and process your return within 14 days.
• Refund Time – Refunds may take up to 14 days to appear in your account after approval.

Appeals – If your return request is denied, you may appeal by responding to our decision with additional information. We will review the appeal and respond within the timeframe required by applicable law.

9. Exceptions & Non‑Returnable Items

The following items are non‑returnable and non‑refundable:

• Custom or Personalized Products – Items made to your specifications or clearly personalized.
• Consumable & Perishable Goods – Food, beverages, supplements, flowers, newspapers or magazines.
• Intimate or Sanitary Goods – Underwear, swimwear and personal care items, unless unopened and unused.
• Gift Cards & Digital Products – Gift cards and downloadable software or digital courses.

10. International Customers & Withdrawal Rights

At this time, SOULNÉ sells and ships products only within the United States. If we expand to the European Union or other jurisdictions, we will comply with applicable consumer laws, including the right of withdrawal for distance contracts. EU consumers will be provided with a digital withdrawal mechanism that is clearly labeled, continuously available and accessible across devices, as required by Directive (EU) 2023/2673.

11. Statutory Rights & Acceptance

This Return & Refund Policy does not affect your statutory rights under applicable law. By making a purchase on our site, you agree to this policy. Please review our Terms & Conditions, Privacy Policy, Payment Policy and other posted policies for additional terms that may apply.

12. Contact & Support

For further information, please visit our Contact page or reach out to our customer service team via email or phone. We are here to assist you with your return or refund request.