Refund policy

Due to the sensitive nature and strict hygiene standards required for health-related products, these items are not eligible for returns. This policy is in place to ensure the safety and well-being of our customers, as well as to maintain the integrity and quality of the products we offer. We encourage customers to carefully review product descriptions and specifications prior to making a purchase to ensure satisfaction with their selection.

You can always contact us for any return questions at contact@soulmoss.com.au.

Damages and issues
Upon receiving your order, kindly examine the products for any defects, damages, or discrepancies. Should you find any issues or received an incorrect item, please contact us promptly so we can assess the situation and take the necessary corrective actions.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at contact@soulmoss.com.au.