Refund policy
Return, Refund & Cancellation Policy
SoulPro — www.gosoulpro.com
1. Order Cancellation
Before Dispatch
You may cancel an order free of charge at any time before it has been packed and handed over to our shipping partner. To cancel, go to "Your Orders" in your account and select Cancel Order, or write to us at support@gosoulpro.com with your order number. Once cancelled, any amount already paid will be refunded as per Section 11.
After Dispatch
Once an order has been shipped, it cannot be cancelled through the Website. If you no longer want the shipment, you may refuse delivery at the doorstep, or raise a return request once the order is delivered, subject to the eligibility conditions in Section 3.
2. Cancellation Charges
We do not levy any cancellation fee where an order is cancelled before dispatch. Where an order was placed using a discount code, coupon, or free-shipping threshold that is no longer met after a partial cancellation, the applicable discount or shipping charge may be adjusted from your refund accordingly.
3. Return Eligibility — Food Products
As SoulPro deals in ready-to-eat and packaged food items, returns are handled differently from non-food e-commerce categories, in the interest of food safety and hygiene. You are eligible to request a return, replacement, or refund only in the following circumstances:
- You received a damaged, leaking, or tampered package;
- You received the wrong product, flavour, or grade of Makhana from what you ordered;
- One or more units are missing from your order;
- The product delivered was expired or past its best-before date at the time of delivery; or
- The product delivered does not match the description on the Website in a material respect (e.g. wrong grade, incorrect weight).
To help us verify the issue quickly, please keep the outer packaging, inner pouch, and invoice, and take clear photographs or a short unboxing video of the product and packaging as soon as you notice the issue, before discarding anything.
4. Items That Cannot Be Returned
In line with standard food-safety practice and applicable consumer protection rules, the following are not eligible for return once delivered, except where the issue falls under Section 3:
- Products that have been opened, used, or partially consumed, other than to verify a defect covered under Section 3;
- Products without their original packaging, seal, batch/best-before label, or invoice;
- Products purchased under a clearance sale, deep-discount offer, or explicitly marked "non-returnable" on the product page;
- Products damaged due to improper storage after delivery (e.g. exposure to moisture or heat) rather than a delivery or manufacturing defect; and
- Change-of-mind returns, such as not liking the taste or flavour, once the product has been opened.
This approach is consistent with the general position under Indian consumer law that perishable and hygiene-sensitive goods may be reasonably excluded from a general right of return, provided the seller continues to honour returns for defective, damaged, expired, or misdescribed goods, as SoulPro does.
5. Return Window
| Issue Type | Reporting Window | Notes |
|---|---|---|
| Damaged / tampered package | Within 48 hours of delivery | Report immediately with photos/video of the sealed and unsealed package |
| Wrong item / wrong flavour or grade | Within 3 days of delivery | Do not open/consume the product; keep it sealed |
| Missing units | Within 3 days of delivery | Mention exact SKU and quantity missing |
| Expired product on delivery | Within 7 days of delivery | Share a clear photo of the best-before/batch details |
Requests raised after the applicable window may not be accepted, as we are unable to verify the condition of a food product beyond this period. We recommend inspecting your order as soon as it arrives.
6. How to Raise a Return or Replacement Request
- Log in to your SoulPro account and go to "Your Orders"; select the relevant order and click "Request Return / Replacement"; or
- Email us at support@gosoulpro.com with your order number, a description of the issue, and clear photographs (or a short video) of the product and packaging; or
- Reach out to our support team via the contact options listed on our Help Center / Support page.
Once your request is submitted, you will receive an acknowledgement along with a reference number that you can use to track the status of your request.
7. Packing & Pickup Instructions
Where a reverse pickup is arranged, please keep the product in its original packaging (unopened, where possible) along with the invoice, and hand it over to the delivery partner at the time of pickup. Do not affix any external tape, stickers, or courier labels other than the one shared by our team, as this can lead to processing delays.
If you need to change the pickup address or reschedule the pickup slot, you can do so from the "Your Orders" section before the pickup is attempted, or by contacting support at the earliest. If the pickup fails because you were unavailable or the product/packaging did not match what was declared in your request, our team will get in touch with you to reschedule or clarify.
8. Quality Check (QC) Process
Once we receive the returned product, our team carries out a quality check to confirm that the item, quantity, packaging, and seal match the details provided in your return request. This typically includes verifying that the product is the correct SKU, that the outer seal and inner packaging are intact (unless the return is specifically for a damaged/tampered package), and that the reported defect is visible/verifiable.
If the QC is successful, we proceed with the refund or replacement as chosen. If the returned product does not match the original order, shows signs of consumption or misuse beyond what was reported, or does not meet the conditions in Sections 3–4, we reserve the right to decline the return and may, at our discretion, ship the product back to you.
9. Replacement vs. Refund
For eligible returns, you may choose between a replacement of the same product (subject to stock availability) or a full refund. Where the exact product, flavour, or grade is temporarily out of stock, we will offer you a refund or a suitable alternative, and you are free to accept or decline the alternative.
10. Partial Returns on Multi-Item Orders
If your order contains multiple products and only one or some of them are damaged, incorrect, or missing, you may raise a return/replacement request for only the affected item(s); the remaining items in your order are not required to be returned. Any applicable discount tied to purchasing the full set (such as a bundle or combo offer) may be adjusted proportionately in the refund for a partial return.
11. Refund Methods & Timelines
| Original Payment Method | Refund Method | Typical Timeline* |
|---|---|---|
| Credit Card / Debit Card | Refunded to the same card | 5–7 business days after QC approval |
| UPI / Net Banking | Refunded to the source UPI ID / bank account | 3–5 business days after QC approval |
| Wallets | Refunded to the source wallet | 2–4 business days after QC approval |
| Cash on Delivery (COD) | Bank transfer / UPI (details to be shared by you) | 5–7 business days after QC approval and details confirmation |
*Timelines are indicative and measured in business days from the date the return passes quality check (or from the date of cancellation, for pre-dispatch cancellations); the actual credit to your account may take a few additional days depending on your bank or payment provider. You will receive an email/SMS confirmation once the refund is initiated.
12. Failed Pickup & Declined Return Requests
A pickup attempt may fail if no one is available at the address, the product/packaging handed over does not match the return request, or the address/contact details provided were incorrect. In such cases, we will attempt to contact you to reschedule the pickup.
A return request may be declined where the product does not meet the eligibility conditions in Sections 3–4, where the reporting window in Section 5 has lapsed, or where the QC in Section 8 does not confirm the reported issue. Where a request is declined, we will communicate the reason to you and, where applicable, arrange to send the product back to your address.
13. Cash on Delivery (COD) Refunds
Since a COD order has no online payment source to refund to, we will request your bank account or UPI details through a secure channel to process the refund once your return/cancellation is approved. Refunds for COD orders will only be processed to an account held in the name of the customer who placed the order, to prevent misuse.
14. Order Tracking & Status Updates
You can track the status of your order, return, or refund at any time from the "Your Orders" section of your account. We also send status updates via email and/or SMS at key stages — order confirmation, dispatch, delivery, return pickup, QC completion, and refund initiation.
15. Changes to This Policy
We may revise this Policy periodically to reflect changes in our operations, courier/logistics arrangements, or applicable law. The updated Policy will be posted on this page with a revised "Last Updated" date. The Policy in effect at the time you place your order will govern that specific order.
16. Contact & Grievance Redressal
If you are unable to resolve an issue through the return/refund process above, or wish to escalate a concern, please reach out to us using the details below. We aim to acknowledge your query within 48 hours and resolve it within a reasonable time, in line with the Consumer Protection (E-Commerce) Rules, 2020.
| Company Name | XPAND VENTUREZ PRIVATE LIMITED |
| Brand | SoulPro |
| Customer Support Email | support@gosoulpro.com |
| Working Hours | Monday–Friday, 10:00 AM – 6:00 PM (IST) |
If you remain unsatisfied with our resolution, you may approach the appropriate consumer forum or authority under the Consumer Protection Act, 2019, including the National Consumer Helpline or the e-Daakhil portal for online filing of consumer complaints.
For any questions about returns, refunds, or cancellations, please write to us at support@gosoulpro.com. Thank you for choosing SoulPro.