At PhotoSoul, every product is specially crafted and personalized with your memories. Customer satisfaction is important to us, and we strive to provide the highest quality products and service. Please read our policy carefully before placing an order.
Returns
We accept returns only in cases where the product is damaged, defective, or incorrect. Due to the personalized nature of our products, items cannot be returned simply because of a change of mind or personal preference.
To be eligible for a return:
- The issue must be reported within 48 hours of delivery.
- Photographs showing the defect or damage must be provided.
- The item must be in the same condition as received.
Personalized & Custom Products
The following items are non-returnable and non-refundable:
- Customized Lithophane Light Boxes
- Lithophane Cards
- Custom 3D Printed Statues
- Personalized Photo Frames
- Gift Packs and Customized Accessories
Since these products are made specifically for each customer, they cannot be exchanged or returned due to changes in preference or incorrect information provided by the customer.
Damaged or Defective Items
If your order arrives damaged, defective, or different from what you ordered, please contact us immediately. After reviewing the issue, we may:
- Replace the item free of charge.
- Offer a partial refund where appropriate.
- Issue a full refund if replacement is not possible.
Order Cancellation
Orders may only be canceled before production begins. Once production has started, cancellations and refunds are not possible because each product is custom-made.
Shipping Charges
Shipping charges are non-refundable except in cases where the error was caused by PhotoSoul.
Processing Time
Approved refunds and replacements are usually processed within 3–7 business days.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
PhotoSoul
+94 74 358 1700
