Refund policy

RETURNS, REFUNDS & WARRANTY POLICY

Last updated: 16 August 2026

At Soul Fresh AF, we stand behind our products. This policy explains our returns, refunds and voluntary product warranty.

CHANGE OF MIND

Soul Fresh AF does not accept returns or provide refunds for change of mind.

This includes situations where you:

• Order the wrong country or design.

• Decide you no longer want the product.

• Order the wrong quantity.

• Find a similar product elsewhere.

• No longer require the product after an event or occasion.

Please check your design, quantity, delivery information and order details carefully before completing your purchase.

This does not affect any rights you may have under applicable consumer law.

DAMAGED, INCORRECT OR MISSING ORDERS

If your order arrives damaged, contains the wrong product, or an item is missing, please contact Soul Fresh AF within 7 days of delivery where reasonably possible.

Please provide:

• Your order number.

• A description of the issue.

• Clear photos or video showing the issue where reasonably required.

• Photos of the packaging if the product was damaged during delivery.

We will assess the issue and provide an appropriate remedy where applicable.

The 7-day notification period helps us investigate delivery and fulfilment issues promptly. It does not limit any rights or remedies you may have under applicable consumer law.

180-DAY PRODUCT WARRANTY

Soul Fresh AF provides a 180-day voluntary warranty against manufacturing defects on our door projection lights.

The 90-day period begins on the date your order is delivered.

If a manufacturing fault develops during this period, please contact us as soon as reasonably possible after discovering the fault and before the 180-day voluntary warranty period expires.

For an approved warranty claim, Soul Fresh AF may provide an appropriate remedy such as a repair, replacement or refund depending on the circumstances.

MAKING A WARRANTY CLAIM

To make a claim under our voluntary 180-day warranty, please provide:

• Your order number.

• A description of the fault.

• Clear photos or video demonstrating the problem where reasonably required.

We may ask you to complete reasonable troubleshooting steps before approving a replacement, repair or refund.

Please do not dispose of a faulty product until your claim has been assessed.

WARRANTY EXCLUSIONS

Our voluntary 180-day warranty does not cover damage caused by:

• Incorrect installation or mounting.

• Accidents, drops, collisions or physical impact.

• Misuse, abuse or neglect.

• Use outside the product’s intended purpose.

• Unauthorised modifications, disassembly or repairs.

• Normal wear and tear.

• Loss or theft.

• Failure to follow supplied installation, charging or care instructions.

These exclusions relate to our voluntary warranty and do not exclude rights that cannot legally be excluded under applicable consumer law.

IP67 RATING

Where stated on the applicable product listing, our door projection lights have an IP67 rating.

This provides protection against dust and water under the conditions applicable to that rating.

The product should not be deliberately or unnecessarily submerged or used outside its intended operating conditions.

Damage caused by misuse or use outside the product’s intended conditions may not be covered by our voluntary warranty.

INSTALLATION & MOUNTING

Customers must follow the installation instructions supplied with the product.

The mounting surface should be thoroughly cleaned, dried and properly prepared before installation.

If the supplied mounting system appears to have a manufacturing defect, please contact us as soon as reasonably possible so we can assess the issue.

Damage resulting from incorrect installation may not be covered by our voluntary warranty.

APPROVED RETURNS

Do not send a product back without contacting Soul Fresh AF first.

If a return is approved, we will provide return instructions.

Unless we agree otherwise, an approved return should be sent within 14 days of receiving the return instructions.

Where the product is confirmed to be faulty, damaged, incorrectly supplied or otherwise eligible for a remedy under applicable consumer law, Soul Fresh AF will cover reasonable return shipping costs where required.

REFUNDS

Where a refund is approved, Soul Fresh AF will process the refund as soon as reasonably practicable, generally within 5 business days of approval.

Refunds will normally be returned to the original payment method.

Your bank, card provider or payment service may require additional processing time before the funds appear in your account.

ORDER CANCELLATIONS

If you wish to cancel an order, contact us before the order has been dispatched.

We cannot guarantee cancellation once an order has entered processing or been dispatched.

If an order has already been dispatched, our normal returns and refund policy will apply.

CONSUMER RIGHTS

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.

For customers in New Zealand, purchases may be protected by the Consumer Guarantees Act 1993 and other applicable New Zealand consumer laws.

For customers in Australia, purchases may be protected by guarantees and remedies under the Australian Consumer Law.

These statutory rights exist independently of our voluntary 180-day warranty and may continue to apply after the voluntary warranty period has ended.

Where there is any conflict between this policy and a right that cannot legally be excluded, the applicable consumer law will prevail.

For damaged orders, incorrect orders, returns, refunds or warranty claims, contact Soul Fresh AF using the contact information provided on our website.

Please include your order number and enough information for us to assess your request as quickly as possible