Returns & Refund Policy

At Secure Souls, your satisfaction is our priority. We want you to feel confident when shopping with us. That's why we offer a 15-day return policy and free return shipping worldwide.

This policy applies to all orders placed through our online store, subject to applicable consumer protection laws in the customer's country.

1. 15-Day Return Policy

You may request a return within 15 calendar days of receiving your order if you are not completely satisfied with your purchase.

For voluntary returns due to a change of mind, the following conditions apply:

• The item must be unused and in its original condition.

• The item must not show signs of excessive use, damage, or wear.

• All original accessories and included components should be returned.

• Original packaging should be included where reasonably possible.

You may inspect and handle the product to the extent reasonably necessary to determine its nature, characteristics, and functionality.

For returns requested under our additional commercial 15-day benefit after any applicable statutory withdrawal period, the item must be unused and in resalable condition.

Nothing in these conditions limits your statutory consumer rights.

2. Free Returns Worldwide

At Secure Souls, we offer free return shipping worldwide.

You will not be charged return shipping fees for eligible returns, including returns due to a change of mind, defective products, damaged items, or incorrect orders.

Once your return request is received, our customer support team will provide the appropriate return instructions and arrange a prepaid return shipping label where available.

If a prepaid label cannot be provided for your location, we will arrange or reimburse reasonable return shipping costs in accordance with our free return policy.

Please contact us before shipping an item so we can provide the correct return address and instructions.

Returns must be sent to the return address provided by our support team. Please do not send products to the original shipping address unless specifically instructed.

3. How to Request a Return

To start a return, contact us at:

Email: secure_souls@outlook.com

Please include the following information:

• Your order number.

• The email address used to place the order.

• The reason for your return.

• Photos or videos, if the item is damaged or defective.

Our team will review your request and provide the necessary return instructions.

You do not need to use a customer account or a specific return form to exercise a statutory right of withdrawal. A clear written statement sent to our email address is sufficient, subject to applicable law.

4. Damaged, Defective, or Incorrect Items

We want every order to arrive in perfect condition.

If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us at secure_souls@outlook.com.

Please include your order number and, where possible, photographs or videos showing the issue.

Depending on the circumstances and applicable consumer protection laws, we will provide an appropriate solution, which may include:

• A replacement product.

• A repair, where applicable.

• A full or partial refund, where legally appropriate.

All return shipping costs associated with defective, damaged, or incorrectly supplied items will be covered by Secure Souls.

Your statutory rights regarding defective or non-conforming products are not limited by our 15-day return policy.

5. Refunds

Once your returned item has been received, we will review its condition and notify you of the outcome.

Approved refunds will be issued to your original payment method unless otherwise agreed with you and permitted by law.

For voluntary returns outside any applicable statutory refund deadlines, refunds will generally be processed within 14 calendar days after we receive and assess the returned item.

For statutory withdrawals, refunds will be issued within the legally required timeframe. Where permitted by law, we may withhold the refund until we receive the returned goods or proof that they have been sent back.

Where required by applicable law, refunds will include the original standard delivery costs. Additional costs for premium or express delivery may be excluded where legally permitted.

Please note that your bank or payment provider may require additional time to process and display the refund.

6. Order Cancellations

You may request an order cancellation before it has been dispatched.

Once an order has been dispatched, cancellation through our standard order process may no longer be possible.

However, this does not affect your statutory right to withdraw from an eligible online purchase within the legally applicable period.

If your order has already been shipped and you wish to cancel it, please contact us at secure_souls@outlook.com for assistance.

7. Exceptions and Non-Returnable Items

Certain products may be excluded from the statutory right of withdrawal where a specific legal exception applies.

Any such exception will be communicated clearly and applied only where permitted by applicable law.

No exception in this policy affects your legal rights concerning defective, damaged, misdescribed, or incorrectly supplied products.

8. European Union and United Kingdom Customers

Customers in the European Union and the United Kingdom generally have a statutory right to withdraw from eligible online purchases within 14 calendar days of receiving their goods, without providing a reason.

After notifying us of their decision to withdraw, customers generally have an additional 14 calendar days to return the goods.

Secure Souls offers free return shipping, including for eligible statutory withdrawals.

Refunds will be processed in accordance with the applicable legislation, including any requirements regarding original standard delivery costs and refund deadlines.

For customers in Spain and other applicable European markets, statutory consumer guarantees and remedies for products that are defective or do not conform to the contract remain fully applicable.

Our 15-day commercial return policy is an additional benefit and does not replace or restrict these statutory rights.

9. Your Statutory Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict, or replace any rights or remedies that consumers may have under applicable consumer protection laws.

Where mandatory consumer protection laws provide rights, guarantees, cancellation periods, or remedies that are more favorable to the customer than the terms of this policy, those legal rights will prevail.

This includes statutory rights relating to defective products, lack of conformity, incorrect items, cancellation, refunds, and legal guarantees.

10. Contact Information

For any questions regarding returns, refunds, cancellations, or defective products, please contact us:

Store: Secure Souls

Email: secure_souls@outlook.com

Our customer support team will be happy to assist you.