Refund Policy
Please Read Terms & Conditions Carefully

Last updated: 02/07/2025

At The Soulful Pause, your satisfaction and trust matter to us. We handle every order and service with care and transparency. Please read this Refund & Returns Policy to understand your rights and how we manage returns, refunds, and replacements.

1. Overview

This policy applies to all purchases made through The Soulful Pause, including:

Sanctuary Kits and physical products
Digital packages (eBooks, PDFs, pre-recorded sessions)
Wellness coaching sessions (1:1 and group)

We comply with the Australian Consumer Law (ACL) and the consumer guarantees it provides.

2. Digital Products – Non-Refundable

Due to the nature of digital content, all purchases of:

eBooks
PDFs
Pre-recorded packages
Downloadable materials

are non-refundable and non-returnable once accessed or delivered, unless there is a proven fault with the file or product.

Please double-check the product description before purchase. If you have any trouble accessing your file, we’re happy to help at admin@soulful-pause.com.

3. Change of Mind

We do not offer refunds for change-of-mind purchases on:

Physical products
Coaching bookings
Digital content

Please choose carefully and reach out if you have any questions before purchasing.

4. Damaged or Faulty Items

If your order arrives damaged, faulty, or broken, we will offer:

A replacement, or
A full refund, including postage

To be eligible:

Notify us within 7 days of delivery
Provide your order number and clear photos of the item and packaging

Email your request to admin@soulful-pause.com and we’ll make it right.

5. Incorrect or Missing Items

If you’ve received the wrong item or something is missing from your order:

Contact us at admin@soulful-pause.com within 7 days
Include your order number, what was missing/incorrect, and any relevant photos

We’ll promptly arrange for the correct item to be sent, or a refund issued where applicable.

6. Coaching & Sessions

Coaching sessions (1:1 and group) are non-refundable once completed.
You may cancel or reschedule a session with 48 hours’ notice. Late cancellations and no-shows will result in no refunds.
If a session is cancelled by The Soulful Pause, we will offer to reschedule or issue a full refund.

7. How to Request a Refund or Replacement

To request or report an issue:

Email: admin@soulful-pause.com

Subject: Refund Request – [Your Order Number]

Include:

Full name and order number
Reason for the request
Supporting photos (if item is damaged or incorrect)
Preferred resolution

We’ll respond within 2–4 business days.

8. Consumer Guarantees

Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under Australian law.