Cancellation - Exchange

Effective Date: January, 1, 2026

At Soulmase, we aim to deliver a seamless shopping experience with full transparency. This Cancellation & Exchange Policy outlines the terms and conditions under which you may cancel or request an exchange for your order.

1. Order Cancellation

Can I cancel my order? Yes, cancellations are permitted within 2 hours of placing your order. After this window, your order is automatically processed for production and can no longer be canceled.

How do I cancel an order? To request a cancellation, please contact us immediately at support@soulmase.com. with your order number and the subject line "CANCEL ORDER".

Are there any cancellation fees? No, we do not charge any cancellation fees if the request is made within the allowed timeframe.

2. Exchanges

Do you offer exchanges? Due to the custom-made nature of our products, we do not offer traditional product exchanges. Each item is made to order, and we cannot restock or resell returned items.

What if my item is defective or incorrect? If your product arrives with a manufacturing defect, incorrect design, or significant damage, we’re happy to send you a replacement free of charge. Please contact us within 30 days of delivery and provide:

Clear photographs of the issue

A short description

Your order number

Do I need to return the defective item? No. In most verified cases, we do not require you to send the item back.

3. Eligibility & Exceptions

Cancellation requests beyond 2 hours from order placement will not be accepted.

Exchange or replacement requests are only approved for defects or errors attributable to production or shipping.

We reserve the right to decline replacement/refund requests that do not meet the conditions outlined in our Refund & Return Policy.

For more information, please also review our:

Payment Policy

Shipping Policy

Terms of Service

If you have any further questions, please reach out to us at support@soulmase.com.

4. Questions or Support

If you have any questions or require help with your payment, please contact us:

📧 Email: support@soulmase.com.
🌐 Website: https://soulmase.com/
🏢 Address: 10835 S Wilcrest Dr Ste A Houston, Harris, Texas, United States, 77099