Widerrufsrecht
Return & Refund Policy
At PERSONSOUL, we are committed to providing high-quality products. Each item is carefully inspected before shipment to ensure it meets our standards. Please review our return and refund policy carefully before placing your order.
1. General Policy
For non-EU orders, we do not accept returns or refunds due to personal reasons, including but not limited to change of mind, dislike of the item, incorrect size selection, or personal preference after receiving the product.
Please review the product details, size chart, measurements, and product photos carefully before placing your order. If you are unsure about sizing, please contact our customer service before placing your order.
2. EU Customers: 14-Day Right of Withdrawal
If you are a customer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
The 14-day withdrawal period starts from the day you, or a third party appointed by you, receive the goods.
To exercise your right of withdrawal, you must contact us first at info@personsoul.com or through our online customer service within 14 days of receiving your order. Please include your order number, contact email, and a clear statement that you wish to withdraw from the purchase.
Customers must not return any items without contacting us first. Our customer service team will provide the correct return instructions and return address. Items sent back without prior contact, without approval, or without following our return instructions may not be accepted.
3. How to Request a Return
To request a return, refund, or EU withdrawal, please contact us first at info@personsoul.com or through our online customer service.
Please provide the following information:
Order number
Contact email
Reason for return or withdrawal request
Clear photos or videos, if the item is defective, damaged, or incorrect
After receiving your request, our customer service team will review the case and provide the appropriate return instructions if your request is eligible.
Please do not return any item to any address before receiving return instructions from our customer service team.
4. Defective, Damaged, or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 7 days of receiving your order.
Please provide your order number, contact email, clear photos or videos showing the issue, and a brief description of the problem.
Once the issue is reviewed and confirmed, we will discuss an appropriate solution with you. Depending on the situation, this may include a replacement, exchange, partial refund, or refund.
5. Return Conditions
Returned items must meet the following conditions:
The item must be unused, unworn, unwashed, and undamaged.
The item must be free from stains, perfume, odors, makeup, pet hair, or signs of wear.
The original tags must remain attached where applicable.
The item should be returned with its original packaging where possible.
The item must not be altered, repaired, or modified in any way.
Items that show signs of wear, washing, damage, stains, odors, alteration, or use beyond normal inspection may not be eligible for a full refund.
6. Return Shipping
Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs.
We recommend using a trackable shipping service. PERSONSOUL is not responsible for lost, delayed, or undelivered return packages.
Any return shipping costs, customs duties, taxes, or handling fees caused by the return are the responsibility of the customer unless the return is due to a defective, damaged, or incorrect item sent by us.
7. Shipping Fees and EU Withdrawal Refunds
For non-EU orders, original shipping fees are non-refundable unless the return is caused by a defective, damaged, or incorrect item sent by us.
For EU customers exercising the 14-day right of withdrawal, we will refund the product price and the standard delivery fee originally paid by the customer, where applicable.
If the customer selected a delivery method that is more expensive than the least expensive standard delivery option offered by PERSONSOUL, we are not required to refund the additional delivery cost.
Unless the item is defective, damaged, or incorrect, customers are responsible for the cost of returning the item to us, provided that we have informed the customer of this responsibility in advance.
For orders with free shipping, if a return is approved, the actual shipping cost paid by PERSONSOUL may be deducted from the refund where permitted by applicable law, except where this conflicts with applicable consumer protection laws.
8. Refunds
Once we receive the returned item, we will inspect it to confirm whether it meets our return conditions.
If the return is approved, we will process the refund to your original payment method.
For EU withdrawal returns, if the return is approved, we will process the refund within 14 days after receiving the returned goods.
Please note that the time it takes for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
9. Refused Packages, Failed Delivery, or Incorrect Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If a package is returned to us due to an incorrect address, failed delivery, refusal to accept the package, or failure to collect the package from the carrier, the customer may be responsible for the original shipping cost, return shipping cost, customs duties, taxes, and any related handling fees.
Refunds for such orders, if applicable, will be reviewed on a case-by-case basis after the package is returned to us.
10. Non-Returnable Items
The following items may not be eligible for return or refund, unless defective, damaged, or incorrect:
Items that have been worn, washed, damaged, altered, or used
Items with stains, perfume, odors, makeup, pet hair, or signs of wear
Items without original tags or packaging, where applicable
Final sale items, where permitted by applicable law
Customized or personalized items, where applicable
Items returned without contacting us first
Items returned to the wrong address or without following our return instructions
11. Refund Disputes
If you have any questions or disputes regarding a refund, please contact us first at info@personsoul.com or through our online customer service.
We will review your case and do our best to resolve the issue.
12. Important Return Notice
Please do not return any item to our office address unless our customer service team has confirmed the return instructions with you in advance.
Any return sent without prior contact, without approval, or to the wrong address may not be accepted.
13. Contact Information
For return, refund, or EU withdrawal requests, please contact us:
Customer Service: info@personsoul.com
Cooperation: collab@personsoul.com
Phone: +8618676556656
Address: ROOM A1, 11/F WINNER BUILDING, 36 MAN YUE STREET, HUNG HOM, KL, HONG KONG SAR
Please note: This address is for office use only. Do not return any items to this address unless we have confirmed the return instructions with you in advance.