Returns & Exchanges Policy

This policy outlines the conditions for returns and exchanges applicable to orders placed on https://soulagio.com, operated by BF GENESIS LLC.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

Where a product has a major failure or does not meet acceptable quality standards, the customer is entitled to remedies as provided by law.

2. Change of Mind

Australian law does not require businesses to offer returns or exchanges for change-of-mind requests.

Any change-of-mind return or exchange is accepted solely at the company’s discretion and subject to the conditions below.

3. Return & Exchange Conditions

To be eligible for a return or exchange:

  • The product must be returned in its original condition
  • The product must not show signs of excessive use or damage
  • The request must be submitted within the applicable timeframe communicated by customer support

4. Non-Returnable Products

The following products are not eligible for return or exchange, except where required by law:

  • Hygiene-related products
  • Personalised or custom-made products
  • Perishable goods

5. Return & Exchange Procedure

All return or exchange requests must be submitted by email to our customer support team at support@soulagio.com.

If approved, the customer will receive the necessary instructions to proceed.

6. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except where the return or exchange is required due to a defect, fault or error attributable to the seller.

7. Exchanges

Where an exchange is approved, a replacement product may be dispatched after the returned item has been received and inspected.

8. Return Transport Responsibility

The company is not responsible for delays, loss or damage occurring during return shipping arranged by the customer.

9. Governing Law

This policy is governed by the laws applicable in the United States.

For customers located in Australia, mandatory protections under the Australian Consumer Law remain fully applicable.

Last update: 16 January 2026