Refund policy

Unseen Souls — Refund, Return & Cancellation Policy

Last Updated: August 13, 2026

At Unseen Souls, every product is made to order and produced specifically for you. We do not maintain ready-to-ship inventory for most products and begin production after an order is placed.

Because our products are made specifically for each order, we do not accept returns or offer refunds for change of mind, incorrect sizing, or other reasons unrelated to a manufacturing or fulfillment issue.

However, if you receive a product that is damaged, defective, incorrect, or has a significant manufacturing/printing issue, we will work with you to resolve the issue.

1. Eligibility for Replacement or Refund

You may be eligible for a free replacement or refund if:

  • You received the wrong product, including the wrong size, color, or design.

  • Your product arrived damaged.

  • Your product has a manufacturing defect.

  • Your product has a major printing error that significantly differs from the design displayed or approved at the time of purchase.

  • Your order is missing an item that was included in your order confirmation.

To request a replacement or refund, you must contact us within 5 days of delivery.

Your request must include:

  • Your Order ID

  • Clear photographs of the product and the issue

  • A brief description explaining the problem

  • Any additional information our support team may reasonably require to verify the issue

Our team will review the request and determine whether the order qualifies for a replacement or refund.

2. Refunds and Replacements

If your claim is approved, Unseen Souls may provide either:

  • A free replacement, or

  • A refund, depending on the nature of the issue and availability of the product.

If a replacement is approved, a new product will be produced and shipped according to our standard production and shipping timelines.

If a refund is approved, the refund will be issued to the original payment method, unless otherwise communicated by Unseen Souls.

Refund processing times may vary depending on your payment provider or bank.

3. Situations Not Eligible for Refund or Replacement

We do not provide refunds or replacements for:

  • Change of mind or buyer's remorse.

  • Incorrect size selected by the customer.

  • Incorrect address or shipping information entered by the customer.

  • Failure to check the size chart before placing an order.

  • Products that have been washed, worn, altered, damaged, or misused by the customer.

  • Minor color differences caused by differences between screens, displays, lighting, or printing processes.

  • Minor variations in print placement or appearance that are considered normal for the manufacturing process.

  • Damage caused after delivery due to improper handling, washing, drying, or use.

  • Delays caused by courier or logistics partners, provided the product itself is not lost or damaged.

We strongly recommend reviewing the size chart, product details, and shipping information carefully before placing your order.

4. Cancellation Policy

Because Unseen Souls products are made to order, cancellation requests are accepted only within 1 hour of placing the order.

After the 1-hour cancellation window, your order may have entered production and cannot be cancelled, modified, or refunded due to a change of mind.

To request a cancellation within the eligible period, contact Unseen Souls customer support as soon as possible with your Order ID.

If your cancellation is approved, the eligible amount will be refunded to the original payment method.

5. Order Changes

Once an order has been placed, we may not be able to modify:

  • Product size

  • Product color

  • Product design

  • Quantity

  • Shipping address

  • Other order details

If you need to make a change, contact us within 1 hour of placing your order. We will attempt to accommodate the request, but changes cannot be guaranteed once production has started.

6. Damaged or Incorrect Orders

If your package arrives damaged or you receive an incorrect product, please contact us within 5 days of delivery.

Please do not dispose of the product or packaging until your claim has been reviewed, as we may require photographs or other evidence to process the claim.

7. Lost or Delayed Shipments

Once an order has been handed over to the courier, delivery is handled by the applicable logistics provider.

If your order is delayed, please contact us and we will assist in raising the matter with the courier.

Courier delays alone do not qualify for a refund or replacement.

If a shipment is officially confirmed as lost by the courier, Unseen Souls will review the case and determine the appropriate resolution.

8. Important Note About Made-to-Order Products

Each Unseen Souls product is produced specifically for the customer after an order is placed. For this reason, we cannot accept general returns simply because a customer no longer wants the product or ordered the wrong size.

Please carefully review your product details, size chart, color, quantity, and shipping address before completing your purchase.

9. Contact Us

For any refund, replacement, or cancellation request, please contact our customer support team with your Order ID and the relevant details of your request.

Unseen Souls reserves the right to review each request individually and determine eligibility under this policy.