Refund policy
Shipping, Return, Exchange, and Refund Policy
Last Updated: December 22, 2025
This Return, Exchange, and Refund Policy (the “Shipping and Return Policy”) is governed by our Terms and Conditions and Privacy Policy. By using our Platforms and/or purchasing any Product(s), you agree to abide by the terms of this Shipping and Return Policy as well as our Terms and Conditions and Privacy Policy.
You also agree that we may update this Shipping and Return Policy from time to time in our discretion. Your continued use of our Platforms and/or purchasing a Subscription and/or Product(s) means that you agree to any updates that we post to this Policy on our Platforms.
We want you to be satisfied with your purchase of any Products we offer. If for any reason you’re not satisfied, you may exchange that Product and/or return it as described below. Here’s how our Policy works for our physical Products:
Shipping and Handling Generally
We use Pietra for shipping of all of our Product orders.
By purchasing any Product(s) from our Platforms, you agree to their terms and conditions and privacy policy related to ordering, labels, shipping, and handling.
We are not responsible for any shipping delays of any kind, as shipping speeds and handling are outside of our control.
Carriers and rates
Through Pietra, we use both private and public carriers. Currently, the main carriers are:
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DHL (Ecommerce Expedited Max, Parcel International Standard);
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UPS (SurePost, Ground, Next Day Air, Worldwide Expedited); and
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USPS and Fedex for returns.
We, through Pietra, may change and/or modify this list at any time.
At checkout, you may select different shipping options and speeds based upon your needs.
We currently offer expedited shipping via UPS Next Day Air for same-day processing if ordered before 8am EST.
We currently ship throughout the United States and worldwide to various countries – particularly in the EU. If at checkout your country is not included, you will be notified of any restriction.
All shipping speeds and rates are listed at checkout. You are responsible for paying for any shipping and handling at checkout.
We may also offer various shipping insurance from time to time. If we offer insurance for shipping of your item, that option will be provided at checkout – along with the corresponding price.
Taxes, duties, and tariffs
You are solely responsible for paying any taxes on any Product(s) at checkout. The corresponding amounts are listed at the checkout page.
Customers typically aren't responsible for additional taxes on returns as the items are staying within the same country. However, if applicable, return taxes will be provided to you at such time.
Currently, if you are ordering from outside the United States, then you are responsible for paying all duties/taxes on the original shipment. You will typically pay these duties and tariffs at the pickup point when the Product(s) are delivered to you.
If you return any item, you may also need to cover customs/duties/tariffs fees for shipping it back to us for any return or exchange, depending on the return shipping method and your country of location. You agree you are solely responsible for all international duties, customs fees, and/or tariffs on any items you order from us.
Returns, Refunds, and Exchanges Generally
We use Pietra for returns and exchanges.
By purchasing any Product(s) from our Platforms, you agree to their terms and conditions and privacy policy related to refunds, exchanges, and returns.
Return window
We have a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return and/or exchange of any Product you ordered. Please note that if you are ordering a Product into the European Union, you have additional restrictions, which are listed below.
Return eligibility
You do not need a specific reason to return any Product that you ordered.
To be eligible for a return, your item must be in the same condition that you received it. This means that any clothing must be unworn and with the original tags and in the original packaging. Any other Products that you would like to return must also be unused, with the original tags, and in the original packaging.
Please note that the return must match your original receipt showing your proof of purchase. If the item you return does not match your original receipt and purchase, we cannot issue a refund and/or exchange.
Products not eligible for a return or refund
We cannot accept returns and/or issue refunds for any Products that you have used, damaged, word, and/or removed the original packaging or tags from.
We also unfortunately cannot accept returns on any sale items and/or gift cards. These items are final sale only.
Start a return
You can start a return in either of the following ways:
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Return portal: https://pietra.store/s/soulsyncbody/returns
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Email us: shop@soulsyncbody.com
To return an item, you should contact the Pietra Customer Care team to get a prepaid return label and instructions for your specific order.
You must use the return label provided by the Pietra Customer Care team to receive a refund and/or exchange.
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return and return label will not be accepted and you will not be issued a refund.
Damages and Defects
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
If, after you inspect your order, any Product is damaged or defective, you need to:
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Contact us at shop@soulsyncbody.com or through the return portal at https://pietra.store/s/soulsyncbody/returns;
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Do so within 30 calendar days of receipt of your order; and
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Provide pictures/proof of any damage of defect.
Our support team will aid you in the process of evaluating any damage or defect, which will be determined in our discretion.
Any defective and/or damaged Product must be returned to us for a refund and/or exchange – you may not keep a damaged or defective Product if you would like a refund.
Exchanges
The fastest way to ensure you get what you want is to return the item you ordered, and once the return is accepted, make a separate purchase for the new item.
We cannot guarantee that any new item will be available at any time. All Products are made available for purchase and exchange based upon Product availability. If we no longer carry a specific Product and/or size of Product, then we will issue you a refund for the returned item.
You may contact us at shop@soulsyncbody.com to inquire about future availability of any specific Product(s).
European Union 14-day cooling-off period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 calendar days, for any reason and without a justification. Items must be returned in the same condition that you received them, unworn or unused, with tags, and in original packaging, and you’ll need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund has been approved.
We reserve the right to not refund any returned Product (in full or partially) if the returned item is not in the same condition that it was when shipped to you.
If your return is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@soulsyncbody.com.
No Product Warranties
Please note that we do not offer any Product warranties of any kind at this time. If we offer any warranties in the future, we will update this Shipping and Return Policy. Any Products you use will not be eligible for a refund regardless of how they may wear or tear.