Refund policy

Dear valued customer,

Before anything else, we would like to sincerely apologise if our product did not meet your expectations. Please have faith in us — we are committed to ensuring your complete satisfaction. Your trust means everything to Soul Quest & Co., and we will always do our best to make things right.

 

Our Philosophy

Our return and refund policy is guided by the principles of honesty, fairness, and genuine care. If you are unsatisfied with your purchase for any reason, we want to hear from you. Every Soul Quest & Co. product is crafted with intention; if it did not reach you in perfect condition or did not meet your expectations, we take full responsibility.

 

Return Eligibility

We accept returns and exchanges on all Soul Quest & Co. products under the following conditions:

The return or exchange request is raised within 15 days of the delivery date.

  • The item is unused, in its original packaging, and in the same condition as received.
  • The item was not marked as a final sale or non-returnable promotional item at the
  • time of purchase.
  • You have proof of purchase (order confirmation email or order number).

How to Initiale a Return

Initiating a return is simple. Follow these steps and we will handle the rest:

 

1.       Email us at soulquestandco@gmail.com or call 042-37380210 with your order number and the reason for your return.

2.       Our team will review your request and send you return instructions within 1–2 business days.

3.       Pack the product securely and send it to our Lahore office as instructed. Please retain your courier receipt as proof of dispatch.

4.       Once we receive and inspect the returned item, your refund or exchange will be completed within 4–5 working days.

Refunds

Approved refunds are processed within 4–5 working days of us receiving the returned item. Please note the following:

Refunds are issued via the original payment method or through bank transfer — whichever is most convenient for you.

Original shipping charges are non-refundable, unless the return is due to our error (wrong item sent, damaged product, etc.).

Return shipping costs are the responsibility of the customer, unless the return results from our error.

You will receive an email confirmation once your refund has been initiated.

Exchanges.

Would you prefer a different product or a direct replacement? We are happy to arrange an exchange within the 15-day return window. Simply let us know your preference when you get in touch, and we will guide you through it. Exchanges are subject to product availability.

Damaged or Defective Items: If you received a damaged or defective item, please photograph it upon unboxing and send the photos along with your return request email. We will prioritise your case and arrange a replacement or full refund at no additional cost to you.

Non-Returnable Items

  • Items that have been written in, used, or personalized.
  • Digital products or downloadable content, if applicable.
  • Items purchased during final clearance sales explicitly marked as non-returnable.
  • Gift items where the original receipt or proof of purchase is not provided.

Contact Us

We are here for you. If you have any questions about this policy or need help with a return, please reach out:

Email: soulquestandco@gmail.com
Phone: 042-37380210
Address: Eden Tower, 4th Floor, Office #317, Lahore, Pakistan
Website: soulquestandco.com