Refund policy

At Soulve Skin, we take great care in crafting our natural, Bali-inspired skincare products and want you to be completely happy with your purchase. This policy explains your rights and our approach to returns and refunds. It should be read together with our Terms of Service.

This policy applies to purchases made through our online store for delivery within Australia.

1. Your Rights Under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy limits or replaces those rights.

Under the ACL, you are entitled to a remedy if a product:

• Has a fault that you could not have known about at the time of purchase;

• Is not of acceptable quality;

• Does not match the description provided or the sample shown; or

• Is unsafe or significantly different from what was reasonably expected.

For a major failure, you are entitled to choose a refund or a replacement. For a minor failure that can be remedied, we may choose to offer a repair, replacement, or refund. These rights apply regardless of any other term in this policy.

2. Faulty, Damaged, or Incorrect Items

If your product arrives faulty, damaged, or you have received an incorrect item, please contact us within 14 days of receiving your order so we can make it right.

To help us resolve your claim quickly, please provide:

• Your order number;

• A description of the fault or issue; and

• Clear photographs of the product and, where relevant, the packaging.

Once we have assessed your claim and confirmed the product is faulty, damaged, or incorrect, we will provide a replacement or a refund in accordance with your rights under the Australian Consumer Law. Where you are entitled to a remedy for a faulty product, we will cover the cost of return shipping.

3. Change of Mind

Please choose your products carefully. For hygiene and safety reasons, and because our products are personal skincare items, we do not accept returns or offer refunds or exchanges for change of mind.

This does not affect your rights under the Australian Consumer Law for faulty, damaged, or incorrect products, as set out in Sections 1 and 2 above.

4. How to Return a Product

Please do not send any product back before contacting us. To begin a return for a faulty, damaged, or incorrect item, contact us first at the details in Section 7 so we can confirm your claim and provide instructions. Once your return is approved, products should be returned to:

Soulve Skin c/o Angelo Store

Jln. Yudistira Selatan III No. 4, Br. Kalah Peliatan, Ubud Gianyar, Bali, Indonesia

Please keep proof of postage until your return has been processed. We recommend using a tracked postage service, as we cannot be responsible for returns lost in transit.

5. Refunds

Once your returned item is received and inspected, or your claim is otherwise approved, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 business days. Please note that your bank or payment provider may require additional time to post the refund to your account.