Order cancellations

If you need to cancel an order, contact us as soon as possible and include your order ID. We will try to honour a cancellation requested before dispatch, but it cannot be guaranteed once packing, preparation, or work on a commissioned or personalised piece has begun.

If we are unable to fulfil a paid order, the affected amount will be returned to the original payment method. Custom, commissioned, and personalised work cannot ordinarily be cancelled after work has begun, except where required by applicable law.

When an exchange may be requested

Please contact us promptly if your order:

• arrives damaged;
• contains an item different from the one ordered; or
• is materially different from the description shown on its product page.

Requests are reviewed individually and an exchange is confirmed only after we have reviewed the information and sent written approval. Please contact us within 48 hours of delivery where reasonably possible so that damage or fulfilment issues can be documented promptly.

What to include

Please keep the item, outer parcel, shipping label, protective material, and accessories. Include your order ID, a short description of the issue, clear photographs, and a continuous unboxing video showing the sealed parcel, label, opening, and issue. Do not send an item back until we provide return instructions.

Evidence helps us assess courier damage and packing issues, but this policy does not remove any remedy available to you under applicable consumer law.

Handmade variation and condition

Natural variations in colour, texture, shape, brushwork, or finish are part of handmade work. Minor variation, or a colour difference caused by a screen setting, does not by itself make an item eligible for exchange. Returned items must remain unused and unaltered, except where handling was reasonably necessary to identify a defect or issue.

Approved outcomes and payment returns

Where an exchange is approved, we will explain the return process and arrange the same item or a suitable replacement where available. For a verified damaged or incorrect delivery, Bohosoul will cover reasonable return or replacement shipping. If an appropriate exchange is unavailable, we will discuss another lawful resolution, which may include returning the eligible amount to the original payment method.

Once a refund is processed through the payment provider, it typically takes 5–7 business days to appear, although the final timing is controlled by your bank or payment method.

Request a cancellation or exchange

Mail us at studio@bohosoul.in and include your order ID and a short description of the issue, along with videos or images. Alternatively, you can contact us regarding any query using the form below-