Refund, Cancellation & Replacement Policy

CANCELLATION POLICY 

You may request cancellation of your order before it has been shipped.

To request cancellation, please contact our customer support team at wecare@mysagensoul.com with your order number.

If the order has not been shipped, we will cancel the order and initiate the applicable refund. Refunds will normally be processed within 7–10 business days after cancellation is confirmed.

Orders that have already been shipped cannot be cancelled. If you receive a product that is eligible for replacement under this policy, please refer to the Replacement Policy below.

Additionally, the refunds are subject to the discretion of The One Earth Enterprises and may change in extraordinary circumstances. 

REPLACEMENT POLICY 

We do not accept routine returns or refunds for our products. However, a replacement or refund may be provided in the situations described below.

• Damaged product received
• Incorrect product received
• Expired product received

If you receive a damaged, incorrect, or expired product, please contact us at wecare@mysagensoul.com within 48 hours of delivery and provide your order number and clear photographs of the product and packaging. For an expired product, please include a clear photograph showing the expiry date.

We will review the request and, where the claim is approved, provide an appropriate replacement or refund.

Products that have been opened, used, consumed, or whose original seal or packaging has been tampered with are generally not eligible for replacement or refund, except where required by applicable law or where the product is found to be defective or otherwise eligible under this policy.

We may request photographs, videos, or other information necessary to verify the issue. Once the claim is reviewed and approved, we will arrange a replacement or refund, as applicable.

Once approved as an eligible return, a refund or replacement will be issued. in the following conditions: 

REFUND PROCESS

Where a refund is approved, the refund will normally be processed to the original payment method used for the order.

For online payments, refunds will normally be processed within 7–10 business days after the refund is approved.

For Cash on Delivery (COD) orders, where a refund is applicable, we may request the customer's bank account or other payment details required to process the refund. COD refunds will normally be processed within 14 business days after the refund is approved.

If a promotional freebie included with an order is missing, please contact us at wecare@mysagensoul.com. We will review the issue and, where applicable, provide an appropriate resolution.