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Refund and Returns Policy

Last Updated: January 15, 2026

At Soulcraft Creations BD, we take great pride in the quality and craftsmanship of our wooden tools and furniture. We inspect every item, such as hoop stands and looms, before shipping (as seen in our quality check videos). However, we understand that issues can sometimes arise.

1. Delivery Inspection Policy (Crucial)

Please inspect your package while the delivery man is present.

  • For Cash on Delivery (COD): We strongly encourage you to open the parcel and check the product in front of the delivery hero.

  • If the product is damaged or incorrect: You must return it immediately to the delivery man and contact us. We will arrange a replacement free of charge.

  • Note: Once the delivery man leaves, it becomes difficult for us to accept claims regarding “broken during transit” or “missing parts.”

2. Eligibility for Returns

If you discover a manufacturing defect after the delivery man has left, you may request a return or exchange within 3 days of receiving the item. To be eligible:

  • The item must be unused and in the same condition that you received it.

  • It must be in the original packaging.

  • You must provide the proof of purchase (Order ID/Invoice).

  • Video Proof: We highly recommend making a full unboxing video without cuts. This serves as the primary evidence if an item is damaged inside an intact box.

3. Non-Returnable Items

The following items cannot be returned or exchanged:

  • Customized/Personalized Orders: Items made to your specific measurements or with custom names/designs (unless there is a manufacturing error).

  • Used Items: Products that show signs of wear, use, or alteration.

  • Sale/Clearance Items: Items sold at a discounted rate during specific campaigns are final sale.

4. Exchanges (Defective or Damaged Items)

We replace items only if they are defective, damaged, or if you received the wrong product.

  • If you need to exchange it for the same item, contact us via WhatsApp or Facebook Messenger.

  • We will arrange for the defective product to be picked up and a fresh one delivered.

5. Refund Policy

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, a refund will be processed within 5-7 business days.

  • Refund Method: Refunds are typically issued via Mobile Banking (bKash/Nagad) or Bank Transfer, depending on your original payment method.

  • Delivery Charges: Please note that the original delivery charges are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund (unless the error was ours).

6. Return Shipping Costs

  • Our Error: If we sent the wrong or damaged item, we will bear the return shipping cost.

  • Customer Preference: If you wish to return an item due to personal preference (e.g., changed mind about size), you will be responsible for paying the return shipping costs.

7. How to Request a Return

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Message us on WhatsApp (01711-933317) or our Facebook Page immediately.

  2. Provide Details: Send your Order ID and photos/videos of the issue.

  3. Ship: Once confirmed, we will provide instructions on how to send the package back to our address in Khulna/Dhaka.

Soulcraft Creations BD reserves the right to refuse returns that do not meet the above conditions.