A Message on Responsible Purchasing
We are a small business dedicated to providing high-quality, comfortable bottom wear. We kindly ask you to choose sizes carefully and use our size guides before purchasing. Unnecessary returns or exchanges create significant operational strain and shipping waste, which ultimately makes it harder for us to serve you and other customers efficiently. We appreciate your cooperation in helping us minimize avoidable returns.
1. 🛑 Order Cancellation Policy
Cancellation Window: You can cancel your order only while it is in the “Order Placed” or “Processing” stage.
Order Shipped: Once the order has been marked as “Shipped,” cancellation is not possible. You must follow the Return Policy below.
How to Cancel: You must email us immediately at osoulclothing@gmail.com to request cancellation.
REFUND TIMELINE:
If cancellation is approved, we aim to process and initiate the full refund within 2 business days.
2. Returns (Refunds Only) Policy
A refund to the original payment method is accepted ONLY under two specific, proven conditions. All other issues (including color issues) are covered under the Exchange/Swap Policy in Section 3.
A. Eligibility for a Refund:
A refund will ONLY be issued if the return is due to one of the following:
• Major Size Problem: The received item has a size variation that makes it entirely unwearable, and this problem is clearly demonstrated with evidence in the claim video. Minor fit preferences do not qualify.
• Manufacturing Defect: The item has a clear fault (e.g., broken zipper, ripped seam) upon arrival.
B. Conditions and Requirements for Refund
• Initiation Window (Strict): You must initiate the refund process within 2 days of receiving your order. Requests initiated after 2 days will be rejected.
• Condition: Items must be unworn, unwashed, and in the original condition with all tags attached.
• Shipping Costs: The customer is responsible for the cost of Reverse Shipping for Major Size Problems. We cover the cost for Manufacturing Defects.
3. 🔄 Exchanges and Swaps Policy:
Exchanges are available for color issues and size issues that do not qualify as a Major Size Problem for a refund.
A. Exchange Eligibility
* Reasons: Exchanges are accepted for Size Problems and Color Problems.
* Initiation Window (Strict): You must initiate the exchange process within 2 days of receiving your order.
B. Shipping Costs for Exchanges
* Customer Responsibility: The customer is responsible for covering the cost of Reverse Shipping (sending the item back to us) and the cost of Reshipping the new replacement item back to them.
C. Stock Availability and Resolution (Crucial)
* Stock Check: All exchange requests are strictly subject to current stock availability.
* No Refund Rule: If the requested exchange item is out of stock, we will NOT issue a refund. Instead, you must choose following option:
* Product Swap: Select any other product of equal value from our current collection.
4. 🎥 Mandatory Video Proof and Claim Approval Process
* Unboxing Video (Crucial): A clear, continuous video showing the process of opening the sealed package for the first time is mandatory for ALL claims of damage, defect, or incorrect items.
* Claim Video: You must also submit a separate video clearly demonstrating the specific issue (size problem, color problem, or defect).
* Submission: Both required videos must be shared with us via email at osoulclothing@gmail.com at the time you initiate the claim.
* Claim Review: Upon receiving both the Unboxing Video and the Claim Video, our team will review the evidence. We will update you via email whether your claim is approved or rejected, along with a detailed reason.
* No Evidence, No Action: Returns or exchanges will not be processed without prior approval of the required video evidence.
5. ⏳ Processing Guarantees
* Refund Processing: Once the returned item is received and the claim is approved, the inspection will be completed, and the refund will be initiated within 2 business days.
* Exchange Processing: From the day we receive your returned item and the claim is approved, the inspection and shipping of the new exchange item or swap will be completed within 7 to 10 business days.
6. 📦 Final Requirements for All Orders
* Parcel Integrity (Refusal is Mandatory): DO NOT accept the package from the delivery person if the external packaging or seal appears visibly damaged or tampered with.
* You must refuse the parcel and immediately take a clear picture of the tampered package.
* You must then email the picture to osoulclothing@gmail.com immediately so we can file a claim with our shipping partner.
* Condition: Items must be unworn, unwashed, and in the original condition with all tags attached.