Refund policy

You may return your order up to 10 days after delivery. 
Custom-made orders and pieces in sale can not be returned. 
We do not provide exchanges for different products. 
We do not print receipts. 

To start a return, you can contact us at hello@sacdesoul.com. Please note that returns will need to be sent to the following address: Cañadas de San Lázaro zona 15, Vistas Del Angel, Casa No. 4 A, 01015, Guatemala City, Guatemala.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@sacdesoul.com.

DOMESTIC

Please write down your Order Number on the Subject when emailing us. 

All returns within the perimeter of Guatemala City are handled directly by Sac de Soul. Send us an email with your address and local bank account details at hello@sacdesoul.com and we’ll schedule a delivery pickup within the next 3 working days. Once the product is back in our hands we’ll proceed to reimburse the purchase in a 72 working hours period and send you an email notifying you the payment has been made. 

For returns outside the perimeter of Guatemala City, please send an email to hello@sacdesoul.com to coordinate the tariff for delivery and pickup to our warehouse. All returns must be sent to the address that will be provided once communication is established via email, with the delivery cost set to "pay at destination" so we can cover that expense upon receipt. Once the product is back in our hands, we will proceed to reimburse the purchase within 72 working hours and notify you via email once the payment has been made.

 INTERNATIONAL

We are happy to assist you in processing a refund and will provide the details of the process once communication via email has started. Please make sure to include your Order Number in the subject line when emailing us.

Send your return request to hello@sacdesoul.com, and we will provide you with a pre-paid return label to print and attach to your package. Be sure to mark the shipment as a "return." Once the product is back in our hands, we will proceed to reimburse the purchase within 10 working days and notify you via email when the payment has been made.

Damages and issues
Please inspect your order upon reception 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.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also 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 was approved or not. If 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 too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@sacdesoul.com.

Note

We are not responsible for any import taxes or custom duties. This expenses if applicable must be paid by the customer. If the customer doesn’t proceed to pay this expenses if applicable there will not be a refund of the purchase. 

We are not responsible for any lost items. 

For any other inquiries please contact us at hello@sacdesoul.com