Refund, Return, Exchange, & Warranty Policy

Effective Date: December 25, 2025
Website: https://thesoulceramics.com (the “Site”)

The Soul Ceramics (“we,” “our,” or “us”) is committed to customer satisfaction and transparent policies for our ceramic sanitary ware products. This document governs refunds, returns, exchanges, and warranties, fully aligned with Pakistani law, including:

  • Contract Act, 1872: governs contracts, acceptance, and obligations.
  • Sale of Goods Act, 1930: governs defects, delivery, and warranties.
  • Electronic Transactions Ordinance, 2002: governs online contracts.
  • Prevention of Electronic Crimes Act (PECA), 2016: governs online data, transactions, and security.

By placing an order on https://thesoulceramics.com (the “Site”), you agree to this policy.

1. Inspection Upon Delivery
1.1 Customers must inspect all products immediately upon delivery.
1.2 Any issues such as transit damage, missing items, or incorrect products must be reported within 24 hours via email with photographic evidence.
1.3 After 24 hours, the product is deemed accepted in perfect condition.

Legal Basis: Sale of Goods Act, 1930 – Section 12 & 13 (goods deemed accepted after delivery if defects not notified).

2. Returns & Exchanges
2.1 Eligibility:
  • Returns are accepted only for manufacturing defects or verified transit damage.
2.2 Non-returnable Items:
  • Products are not returnable for “change of mind”, incorrect size selection, or minor artisanal variations (glaze/shade differences).
2.3 Exchanges:
  • Exchanges are subject to inspection and stock availability.
  • We may provide an equivalent replacement if the original model is discontinued.

Legal Basis: Sale of Goods Act, 1930 – Section 15 (sale by description) and Section 16 (sale by sample).

3. Refunds
3.1 Discretion:
  • Refunds are issued at the sole discretion of The Soul Ceramics.
3.2 Exclusions:
  • Shipping, handling, installation labor, and taxes are non-refundable.
3.3 Method & Timeline:
  • Approved refunds are processed via the original payment method or store credit within 10–14 business days.

Legal Basis: Contract Act, 1872 – Section 10 (consent and agreement on refunds).

4. Lifetime Warranty (The “Soul Guarantee”) – Non-Transferable
4.1 Coverage:

  • Ceramic Body: Lifetime Warranty against manufacturing defects, including glaze cracking, structural leakage, and spontaneous breakage under normal residential use.

  • Internal Flushing Mechanisms: 1-Year Limited Warranty.

  • Toilet Seats, Hinges & Gaskets: 1-Year Limited Warranty.

4.2 Exclusions:

  • Chemical Damage (chlorine, bleach, in-tank tablets).

  • Improper Installation (over-tightened bolts, cement/grout under base).

  • Abrasive Cleaning (steel wool, harsh acids).

  • Commercial Use or high-traffic environments → 2-Year Warranty only.

  • Normal wear (surface scratches, fading glaze, minor chips not affecting structure, loosening of non-structural components).

4.3 Non-Transferable:

  • Warranty applies only to the original purchaser with proof of purchase (invoice or delivery receipt).

Legal Basis: Sale of Goods Act, 1930 – Sections 14–16 (implied warranties) and Contract Act, 1872 – Section 10.

5. Installation Disclaimer

  • Products must be inspected prior to installation.

  • Once fixed with silicone, cement, or plumbing, the product is deemed accepted.

  • The Soul Ceramics is not liable for removal or re-installation costs.

Legal Basis: Contract Act, 1872 – Section 11 (contracts with conditions and acceptance).

6. Limitation of Liability
  • Liability is limited to replacement or repair of the defective product.
  • The Soul Ceramics is not responsible for secondary damages, including: water damage to floors, plumber labor fees, loss of use.

Legal Basis: Contract Act, 1872 – Section 73 (limitation of damages).

7. Order Cancellations & Final Sale
7.1 Cancellations:
  • Only possible before the order leaves the warehouse.
7.2 Final Sale:
  • Clearance or display units are sold as-is and are non-returnable.

Legal Basis: Contract Act, 1872 – Section 10 & Sale of Goods Act, 1930 – Section 12 (conditions and final sale).

8. Warranty Claim Process

To file a claim, email warranty@thesoulceramics.com with:

  • Original Tax Invoice or Delivery Receipt.
  • Clear Photos/Video of the defect.
  • Description of installation and water type/environment.
  • Claims are processed within 10–14 business days.
9. Contact Information

warranty@thesoulceramics.com

privacy@thesoulceramics.com