Returns, Cancellations & EU Right of Withdrawal Policy

Soul Krave Mother & Baby sells mother, postpartum, breastfeeding, baby-care and personal care products. For hygiene and safety reasons, certain products cannot be returned once opened, used, unsealed, or where the hygiene seal has been broken.

Your safety — and your baby’s — comes first.

EU Right of Withdrawal

EU customers have the right to withdraw from their purchase within 14 days of receiving their order.

If your order has not yet been fulfilled, you may request a cancellation through your customer account.

If your order has already been fulfilled or delivered, you may request a return through our self-serve returns process.

You can access your customer account here: Customer Account / Right of Withdrawal

Once your request has been submitted, you will receive confirmation by email.

Return Eligibility

We accept returns only if:

• The item is unused, unopened, and in its original condition
• The hygiene seal, safety seal, or protective packaging has not been broken
• The item includes all original packaging
• The return request is made within 14 days of delivery
• Proof of purchase is provided

Returns that do not meet these conditions may be refused.

Items That Cannot Be Returned for Hygiene and Safety Reasons

Due to hygiene and safety reasons, the following items cannot be returned once opened, used, unsealed, or where the hygiene seal has been broken:

• Baby skincare
• Mother skincare
• Body oils, balms, and lotions
• Herbal, breastfeeding, or postpartum teas
• Bath products, including baby baths, sachets, and salts
• Perineal sprays
• Lip products
• Underwear, postpartum garments, and wearables
• Any item that cannot be safely resold for hygiene or safety reasons

If a hygiene seal is broken, the return cannot be accepted unless the product is faulty or defective.

Damaged, Faulty, or Incorrect Products

If your product arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery.

Please include:

• Your order number
• Photos of the damaged, faulty, or incorrect item
• A short description of the issue

After assessment, we will offer a replacement, refund, or another suitable solution.

How to Request a Cancellation or Return

For unfulfilled orders, please request a cancellation through your customer account.

For fulfilled or delivered orders, please request a return through our self-serve returns process.

You may also contact us for support at:

connect@soulkrave.com
customerservice@soulkrave.com

Please include:

• Your order number
• The item(s) you wish to cancel or return
• Reason for cancellation or return

Return Shipping Costs

Return shipping is the customer’s responsibility unless the item is damaged, faulty, or incorrect.

Original shipping fees are non-refundable, unless the return is due to an error on our side or a damaged, faulty, or incorrect product.

Refunds

Refunds are issued to the original payment method once the returned item has been:

• Received
• Inspected
• Approved

Refund processing may take 5–14 business days, depending on your payment provider or bank.

Exchanges

We do not offer direct exchanges.

If your item is eligible for return, please return it and place a new order.