Refund policy

We want you to feel confident in every purchase from Soul Perla. If something is not right, we are here to help.

Our promise

You may request a return within 30 days of receiving your order. Because skincare is personal, we also stand behind your experience: if you have used one of our products and it is not the right fit for your skin, contact us and we will work with you to make it right.

Items in original condition

Products that are unopened and in their original packaging can be returned within 7 days for a full refund to your original payment method.

Opened or used products

For hygiene reasons, opened products cannot be resold. If you have opened your product and are not satisfied, please reach out to moment@soulperla.com within 30 days of delivery. We review these requests individually and will offer a suitable solution, such as guidance, a replacement, or a refund at our discretion.

How to start a return

Email moment@soulperla.com with your order number and a short note about the reason. We will reply with instructions. Please do not send items back before receiving confirmation from us, as returns without prior approval may not be processed.

Return shipping

Unless your item arrived damaged, defective, or incorrect, return shipping costs are the responsibility of the customer. We recommend a tracked service, as we cannot be responsible for items lost in return transit.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or if you received the wrong item, please contact us within 7 days of delivery with your order number and a photo of the issue. We will arrange a replacement or full refund at no additional cost to you.

Refunds

Once we receive and inspect your return, we will notify you and process approved refunds to your original payment method. Please allow 5 to 10 business days for the refund to appear, depending on your bank or card issuer. Original shipping charges are non-refundable except where an order arrived damaged, defective, or incorrect.

Non-returnable items

Gift cards and items marked as final sale cannot be returned or refunded.

Refused or undeliverable packages

If a package is refused or returned to us as undeliverable due to an incorrect or incomplete address, we will refund the product value less any shipping costs incurred once the package is received back at our facility.

If you have any questions, we are always glad to help at moment@soulperla.com.