Exchange Policy

1. How can I make an exchange?

• We aim to provide you with the best shopping experience and customer service. To ensure this, we kindly request your cooperation by providing a complete unboxing video of the item, along with your purchase receipt.
• Please send information regarding the exchange of items to us within 48 hours from the time of successful delivery. After this period, if no feedback is received, we will assume that you are satisfied with the delivered product.

2. Which items are eligible for exchange?

• Items eligible for exchange must remain in their original condition, including brand tags and accompanying accessories (if any). The items should not be altered, soiled, exposed to chemicals, washed, ironed, have no unusual odors, and show no signs of being used.

3. Which items are not eligible for exchange?

• Items that do not remain in their original condition (as mentioned above).
• Items from promotional or discounted campaigns will not be accepted for exchange by us (except in cases of manufacturing defects).

4. What should I do if I receive a faulty/incorrect item?

• Please contact our hotline for assistance if you receive a faulty/incorrect item.
• We offer free exchanges in cases of faults from LSOUL’s side (manufacturing defects or incorrect delivery of model, quantity, size, color).

5. What should I do if I want to exchange for a different item from my original order?

• For personal preference changes, you will bear the cost of two-way shipping.
• The exchanged item will be of equal or higher value than the purchased item. Any price difference for lower-value items will not be refunded.
• In the case of exchanges, the initial shipping fee will not be refunded.

6. What should I do with products purchased on e-commerce platforms?

• For items ordered on e-commerce platforms (Shopee, Lazada, TikTok), please adhere to the exchange policies of the platform.

7. What methods can I use to exchange items?

• You have the option to either visit our store in person for item exchanges or utilize courier services. Please note when sending items via courier services:
• We are not responsible for the integrity and completeness of the goods inside the package when sent via courier services.
• You need to pack carefully to ensure that the goods are not damaged or misplaced.
• The packaged items should be photographed before being sent back to us. Storing images will help resolve any issues that may arise during the exchange process through courier services.

8. How long is the exchange period?

• Our exchange policy applies to items returned by you within 07 days of successful delivery confirmation. Outside of this period, LSOUL reserves the right to refuse exchange requests.
• Each product can only be exchanged once.

9. Can I cancel my order/receive a refund?

• Our Cancellation/Refund Policy is designed to address specific scenarios. Refunds or cancellations are facilitated by us exclusively in cases where errors originate from our company. In case of any inaccuracies arise during the production phase, we will take full responsibility.
• In case of individual preferences or personal requirements do not fall under the refund/cancellation policy, we offer exchanges only. The replacement item provided will either match or exceed the original purchase value. Please note that any price disparity for a lower-valued item will not result in a refund.

10. Contact information for support inquiries?

• Any questions you have will be supported through our hotline number: 0777071707.