Refund policy

We want you to feel confident in every purchase from Our Soul Sanctuary. If something isn't right, we're here to help.

30-Day Returns

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.

To start a return, contact us at info@oursoulsanctuary.com. 

Once your return is approved, we'll send you instructions on how and where to send your package. Please note that return shipping costs are the customer's responsibility, and there is no restocking fee on approved returns. Items sent back to us without first requesting a return will not be accepted.

You can always reach out with return questions at info@oursoulsanctuary.com.

Damages and Issues

Please inspect your order upon arrival and contact us right away if an item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Final Sale & Non-Returnable Items

For hygiene and safety reasons, the following items are final sale and cannot be returned:

• Opened or used skincare, beauty, and personal care products
• Opened or used baby items (bottles, teethers, feeding accessories, and similar hygiene-sensitive products)
• Custom or personalized orders

We're also unable to accept returns on sale items or gift cards.

If you have questions about whether a specific item qualifies for return, please reach out — we're happy to help.

Exchanges

The fastest way to get what you want is to return your original item, and once that return is approved, place a separate order for the new item.

European Union 14-Day Cooling Off Period

If your order is shipped into the European Union, you have the right to cancel or return it within 14 days, for any reason, without justification. As above, the item must be unworn or unused, with tags, in its original packaging, and accompanied by proof of purchase.

Refunds

Once we've received and inspected your return, we'll let you know whether it's been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at info@oursoulsanctuary.com.