Refund & Return Policy

We want every soulstone / SOUL STONES piece to feel right. If something is wrong, contact us and we will help.

Email: [SUPPORT EMAIL]
Returns address: [RETURNS ADDRESS]

1. Change-of-mind returns

For most standard online purchases, you may cancel your order within 14 days after receiving the item, without giving a reason.

After telling us you want to cancel, you have another 14 days to send the item back.

Items must be returned unused, unworn, clean, undamaged and in their original packaging where possible.

2. Refund timing

Once we receive the returned item, or you provide proof that you have sent it back, we will process the refund within 14 days.

Refunds are made to the original payment method. Your bank or payment provider may take additional time to show the refund.

3. Return shipping costs

For change-of-mind returns, the customer is usually responsible for return shipping costs unless we state otherwise.

If the item is faulty, damaged on arrival or we sent the wrong item, we will cover reasonable return shipping or provide an appropriate solution.

4. Items that may not be returnable

Some items may not be returnable unless faulty, including:

· personalised or engraved items;

· genuinely custom-made items;

· items made to your unique specification;

· sealed items that cannot be returned for hygiene reasons once opened, where applicable;

· gift cards or digital products, if offered.

If an item is personalised, custom-made or excluded from normal returns, this should be clearly stated on the product page before purchase.

5. Pre-orders and backed designs

If you pre-order or back a standard design that is not personalised or custom-made, your normal cancellation and return rights still apply after delivery.

For customer trust, our recommended policy is:

· before production begins: you may cancel a pre-order for a refund;

· after production begins but before dispatch: contact us and we will confirm whether cancellation is possible;

· after dispatch: follow the normal return process after delivery.

If a design does not reach its production goal and we cannot fulfil it, we will refund you or offer an alternative option.

6. Faulty, damaged or incorrect items

Please inspect your order when it arrives. If the item is faulty, damaged or incorrect, contact [SUPPORT EMAIL] as soon as possible with:

· your order number;

· a description of the issue;

· clear photos or video;

· the packaging photo if the parcel was damaged.

If the item is faulty or not as described, we will offer a refund, replacement or repair as required by law and depending on the situation.

7. Product care and normal wear

Jewellery can be delicate. Plating wear, scratches, stone movement caused by impact, water damage, chemical damage, accidental damage, misuse or normal wear and tear may not be treated as a product fault.

Please follow the care instructions included with your order.

8. How to start a return

Email [SUPPORT EMAIL] with your order number and reason for return. We will reply with return instructions.

Please do not send items back without contacting us first, because the return address may depend on your country and product type.

9. Exchanges

If you need a different size or design, contact [SUPPORT EMAIL]. Exchanges depend on availability. If the item you want is not available, we may offer a refund or store credit where permitted.

10. Your statutory rights

This policy does not affect your statutory consumer rights.