Refund policy

Returns & Refunds Policy (Café GotSoul)

Overview

We want you to love what you ordered. If something isn’t right, we’ll do our best to make it right - fairly and quickly.

Return Window

You may request a return within 14 days of delivery.

To be eligible for a return:

  • Items must be unworn, unwashed, and in original condition

  • Items must be returned with original tags attached (if applicable)

  • Items must be free of stains, odors (including smoke), deodorant marks, pet hair, or damage

  • Proof of purchase (order number / receipt) is required

Final Sale Items

The following are final sale and not eligible for return or refund:

  • Gift cards

  • Sale/clearance items (unless damaged or incorrect)

  • Custom or personalized items (if offered)

Exchanges

We don’t guarantee direct exchanges due to limited inventory. The simplest option is:

  1. Return the item (if eligible), and

  2. Place a new order for the size or style you want.

Refunds

Once we receive and inspect your return, we’ll notify you of approval or rejection.

If approved:

  • Refunds are issued to the original payment method

  • Please allow 5 - 10 business days for the refund to appear, depending on your payment provider

Store Credit Option

If you’d prefer, we can issue store credit instead of a refund once your return is approved.

Shipping Costs

  • Original shipping fees are non-refundable, except when the return is due to our error (wrong item, defective item, or damage in transit).

  • Return shipping costs are the customer’s responsibility, unless the return is due to our error.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within 72 hours of delivery with:

  • Your order number

  • Photos of the item(s) and packaging

We’ll arrange a replacement or refund (including shipping costs where applicable).

Order Changes & Cancellations

If you need to cancel or change an order, contact us as soon as possible. If your order has already been processed or shipped, we may not be able to make changes.

How to Start a Return

Email us at cafegotsoul@gmail.com with:

  • Order number

  • Item(s) you’d like to return

  • Reason for return

We’ll reply with next steps and return instructions.