Refund policy
Last updated: 27 July 2026
At Sun & Soul Jamaica, many of our physical products are produced especially after an order is placed. We carefully review all reports of damaged, defective, misprinted or incorrect items and will work to provide an appropriate resolution.
1. Damaged, defective, misprinted or incorrect items
Please contact us within 30 calendar days of receiving your order if your product:
- arrives damaged;
- contains a manufacturing defect;
- has been misprinted; or
- is different from the product, size, colour or design shown in your confirmed order.
Email tracean@sunandsouljamaica.com and include:
- your full name;
- your order number;
- a description of the problem;
- clear photographs showing the affected item;
- clear photographs of the product packaging and shipping label, where relevant.
Claims submitted without sufficient information or photographic evidence may take longer to review.
2. Resolutions
After reviewing the claim, Sun & Soul Jamaica will determine the most appropriate resolution based on the circumstances.
A qualifying claim may be resolved through:
- a replacement;
- a full or partial refund; or
- another reasonable solution agreed with the customer.
Approval of a claim is not automatic. Sun & Soul Jamaica may request additional information or photographs before making a decision.
Approved refunds will ordinarily be returned to the original payment method. Processing times may vary depending on the payment provider or financial institution.
3. Returns and exchanges for size, colour or change of mind
Because many Sun & Soul Jamaica products are produced after an order is placed, we do not ordinarily accept returns or exchanges where:
- the customer selected the wrong size;
- the customer selected the wrong colour;
- the product no longer suits the customer’s preference;
- the customer changes their mind; or
- the customer no longer wants the item.
Customers are responsible for reviewing product descriptions, measurements, sizing information, colours and order details carefully before completing a purchase.
This restriction does not affect any cancellation, return or refund rights that cannot legally be excluded under the consumer laws applicable to the customer.
4. Order cancellations and changes
Requests to cancel or change an order must be emailed to tracean@sunandsouljamaica.com as soon as possible after the order is placed.
An order may be cancelled or changed only if production or fulfilment has not yet begun.
Submitting a cancellation or change request does not guarantee that the request can be completed. Orders may enter production shortly after purchase.
Once production or fulfilment has started, the order cannot ordinarily be cancelled or changed.
If a cancellation is successfully completed before fulfilment begins, the applicable refund will be issued to the original payment method.
5. Returning an item
Do not mail an item back to Sun & Soul Jamaica, Printful or any other address unless you have first contacted us and received written return instructions.
Unauthorised returns may not be accepted or refunded.
Depending on the nature of the problem, a physical return may not be required. If a return is necessary, Sun & Soul Jamaica will provide the appropriate instructions and authorised return address.
6. Incorrect customer information
Sun & Soul Jamaica is not responsible for errors entered by the customer during checkout, including an incorrect:
- product;
- size;
- colour;
- quantity;
- email address; or
- shipping address.
Contact us immediately if you notice an error. We will try to assist, but changes cannot be guaranteed once fulfilment has started.
Additional production or shipping costs resulting from incorrect customer information may be the customer’s responsibility, except where prohibited by applicable law.
7. Digital products
Digital products are not covered by the physical-product return process described above.
Once a digital product has been delivered, downloaded or accessed, it is generally non-refundable, except where:
- the file is defective or inaccessible;
- the customer was charged incorrectly;
- a duplicate charge occurred; or
- a refund is required by applicable law.
8. Inner Circle memberships
Inner Circle memberships are governed by the separate Inner Circle Subscription and Cancellation Policy.
Cancelling a membership stops future renewal charges but does not ordinarily produce a prorated refund for the current paid billing period. Membership access continues until the end of that billing period, subject to the terms of the subscription policy.
9. Statutory consumer rights
Nothing in this policy is intended to limit or exclude any consumer right or remedy that cannot legally be limited or excluded.
Customers located in jurisdictions with mandatory return, cancellation or refund rights remain entitled to those protections.
10. Contact us
Questions or claims relating to returns and refunds should be sent to:
Sun & Soul Jamaica
Operated by Tracean Miller
Email: tracean@sunandsouljamaica.com
Customer-service hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time