Returns & Refund Policy

Effective Date: 18 September 2026

Soul Trail
Email: soultrailsupport@gmail.com

Website: soultrail.co.za

1. Overview

At Soul Trail, we want you to be happy with your purchase. Because our apparel is produced specifically for each order, we do not offer refunds simply because you have changed your mind or no longer want the item.

Size exchanges: If you have selected the wrong size, we can offer an exchange for another available size, provided the item is unworn, unwashed, undamaged and in its original condition. The item must be returned to us before the replacement size can be sent.

Customers are responsible for the return shipping costs for size exchanges.

This does not affect any rights you may have under the South African Consumer Protection Act or other applicable laws.

2. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.

Depending on the circumstances and your rights under applicable law, we may arrange a repair, replacement or refund.

Examples may include:

• A manufacturing defect

• A significant printing defect

• Damage that occurred before or during delivery

• Receiving the wrong product, size or colour

• An item that does not correspond with the product ordered

Where appropriate, we may request clear photographs or other information to help us assess the issue.

3. How to Report an Issue

Please email support@soultrail.co.za and include:

• Your order number

• A description of the issue

• Clear photographs showing the problem

• Any other information we may reasonably require to assess the issue

Please do not return an item before contacting us and receiving return instructions.

4. Items Not Covered

We are generally unable to accept responsibility for damage or problems caused by:

• Normal wear and tear

• Incorrect washing or care

• Improper use

• Alterations made to the garment after delivery

• Damage caused after delivery by the customer

• Shrinkage or fading resulting from failure to follow the recommended care instructions

These exclusions do not limit any rights you may have under applicable consumer law.

5. Change of Mind

Please carefully check the size guide before placing your order.

As our apparel is produced specifically for the order placed, we do not offer exchanges or refunds where the customer selected the incorrect colour or design, or simply changed their mind, except where required by applicable law.

6. Refunds

Where a refund is approved or otherwise required under applicable law, it will generally be processed using the original payment method.

The time it takes for the refund to reflect in your account may depend on your payment provider or financial institution.

7. Return Shipping

Where an item is confirmed to be defective, damaged, or incorrectly supplied, Soul Trail will provide appropriate instructions regarding the return and any applicable shipping arrangements.

Where a return is requested for a reason that is not covered by this policy, the customer may be responsible for the applicable return delivery costs.

8. Inspection

Where necessary, Soul Trail may request that an item be returned for inspection before a remedy is provided.

We will assess the reported issue and communicate the available remedy to the customer in accordance with this policy and applicable South African consumer law.

9. Contact Us

If you have any questions regarding returns, refunds or an issue with your order, please contact:

Email: soultrailsupport@gmail.com