Return & Satisfaction Guarantee Policy
At Souleir, we stand behind the quality of every product we sell. Because our clinical skincare devices and premium silk wellness items serve different purposes, they are covered by separate, specific guidelines to ensure clarity, safety, and fairness.
1. LED Light Therapy Devices
Results-Based 60-Day Guarantee:
Meaningful skin improvements such as enhanced texture, reduced redness, and increased firmness develop over consistent use. We ask that you give your device a genuine trial for at least 21 days as directed.
Normal Treatment Sensations:
LED light therapy works deeply within the skin. It is entirely normal and expected to experience a mild warmth, flushed appearance, or a slight tingling sensation during or immediately after treatment. This is a standard, healthy biological skin response to active light wavelengths and does not indicate a product fault or an adverse reaction.
Returns requested because you dislike these standard treatment sensations are managed under our Change of Mind policy.
Because an irradiance of 30-35mW/cm² is standard for phototherapy, true adverse reactions are rare; however, if your skin is prone to extreme sensitivity and sudden irritation, we highly recommend consulting a qualified dermatologist to assess your skin's overall compatibility with LED light treatments before purchasing and using any such devices.
Documenting Your Progress:
To help our support team process any performance-related claims smoothly, we strongly recommend logging your skincare journey with clear, timestamped photos in consistent lighting. If you have used the device consistently for 21+ days and notice zero improvement, you can initiate a review within 60 days of delivery.
Change of Mind (Unused Only):
If you change your mind before opening the product, you have 14 days from delivery to return the mask. Tracked postage will be at your expense. It must be completely unused, with the original box, all charging accessories, free gifts, and the manufacturing/hygiene seals 100% intact.
For eligible change-of-mind returns, you can choose:
-
100% Store Credit:
Receive a digital Souleir Store Credit voucher for the full purchase amount (excluding original shipping costs). -
Refund minus a Handling Fee:
Receive a cash refund back to your original payment method, minus a 15% processing and restocking fee to cover intake, testing, and administrative costs.
Faults & Product Failures:
If your device experiences a mechanical issue, our standard trial periods do not apply. To ensure the fastest possible resolution, we ask that you contact our support team with a short photo or video demonstrating the issue.
This allows us to instantly verify the defect and submit an immediate claim to our manufacturer on your behalf, allowing us to dispatch a brand-new replacement or process your remedy without waiting weeks for the item to be mailed back and inspected. If you are unable to provide digital evidence, the item must be returned to our warehouse for a manual diagnostic assessment before a remedy can be issued.
If a major fault is confirmed, you are entitled to your choice of a repair, replacement, or full cash refund, and we will cover return postage costs.
2. Silk Pillowcases & Sleep Masks
Hygiene Exclusions:
For health and safety reasons, silk pillowcases and sleep masks cannot be returned for a change of mind once the tamper-evident hygiene seal sticker on the exterior product box has been broken, cut, peeled, or altered in any way. We can only accept change-of-mind returns if the items are completely untouched and sealed.
Change of Mind Window:
You have 14 days from the date of delivery to return unopened, pristine silk items. Eligible change-of-mind returns will be issued via Souleir Store Credit only for the full purchase amount (excluding original shipping costs). Cash refunds are not available for change-of-mind requests on silk items.
Promotional Bundles & Gifts:
If any promotional free gifts or bundled items came with the silk order and are kept by the customer, their retail value will be deducted from your final store credit voucher amount.
Quality & Material Faults:
If your silk items arrive with genuine manufacturing defects such as unravelling seams, fabric tears, or severe factory discolouration - you are fully covered.
Contact us immediately with a photo of the defect, and we will arrange a swift replacement or a full cash refund to your original payment method, including covering all return shipping costs.
3. General Terms & How We Process Returns
Inspection:
All returned items are strictly inspected upon receipt. For change-of-mind claims, if an item is returned to us used, washed, stained, or with broken hygiene seals, the return will be rejected and the item sent back to you at your expense.
Store Credit vs. Refunds:
Voluntary returns (Change of Mind) are primarily issued via digital Souleir Store Credit vouchers. Original delivery and return postage costs for voluntary returns are non-refundable. Statutory cash refunds are reserved exclusively for items that are proven mechanically faulty or breach an Australian Consumer Law guarantee.
Processing Time:
Once our team approves your return, please allow up to 14 business days for your store credit voucher to be generated or your statutory cash refund to clear into your account.
Statutory Rights Disclaimer:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure [ACCC].