Last updated: July 20, 2026
Thank you for shopping with SoulGate Inc. This Return & Refund Policy explains how returns, exchanges, refunds, damaged items, wrong items, and order issues are handled for physical product orders.
1. Return Window
You may request a return within 30 days after delivery unless the product is marked as final sale, non-returnable, customized, personalized, used, opened where hygiene or safety is affected, or otherwise excluded in the product description.
To start a return request, email support@64grams.com with your order number, the item you want to return, the reason for return, and photos if the item is damaged, defective, or incorrect.
2. Return Eligibility
To be eligible for return, the item must be unused, undamaged, in its original condition, with original packaging, tags, manuals, accessories, and proof of purchase.
We reserve the right to refuse a return if the item is used, damaged after delivery, missing parts, returned late, returned without authorization, or not in returnable condition.
3. Non-Returnable Items
The following items may be non-returnable unless defective or required otherwise by law:
- Customized, personalized, made-to-order, or special-order products.
- Items marked final sale or clearance.
- Opened or used personal-use, hygiene, consumable, sealed, or safety-sensitive items.
- Gift cards, if offered.
- Items damaged by misuse, improper handling, unauthorized modification, or normal wear and tear.
4. Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, incomplete, or incorrect, contact us within 7 days after delivery at support@64grams.com. Include your order number, a description of the issue, photos of the product, packaging, shipping label, and any visible damage.
After review, we may offer a replacement, refund, store credit, missing part shipment, or another appropriate solution.
5. Return Shipping
Unless the return is caused by our error, a defective item, or an incorrect item, customers are responsible for return shipping costs. Original shipping charges are generally non-refundable unless required by law or unless the return is due to our error.
We recommend using a trackable shipping service. We are not responsible for returns lost or damaged in return transit.
6. Refund Processing
Once we receive and inspect the returned item, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method when possible.
Refund timing may vary depending on your bank, card issuer, or payment provider. It commonly takes 5 to 10 business days after a refund is issued for the funds to appear, but your provider may take longer.
7. Exchanges
If you need a different item, the fastest option is usually to return the eligible item and place a new order after the return is approved. Exchanges depend on availability.
8. Order Cancellation
If you need to cancel an order, contact us as soon as possible at support@64grams.com. We cannot guarantee cancellation once an order has entered processing, fulfillment, or shipping.
9. Refused or Undeliverable Packages
If a package is refused, unclaimed, returned due to an incomplete or incorrect address, or returned because the recipient failed to complete customs or carrier requirements, we may deduct shipping costs, return fees, customs fees, or carrier charges from any refund where permitted by law.
10. Contact
To request a return or refund, contact:
SoulGate Inc.
30 N Gould St #64957
Sheridan, WY 82801
United States
Email: support@64grams.com