Refund policy
Return & Refund Policy
At Soulstone, we want you to shop with confidence. If you're not completely satisfied with your purchase, you may request a return in accordance with the policy below.
Returns
If you are shopping as a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
To be eligible for a return, your item must be returned:
- In its original condition
- Complete with all original packaging and accessories, where applicable
- Together with proof of purchase
To initiate a return, please contact us at Soulstone963@gmail.com within 14 days of receiving your order.
Please note:
- Customers are responsible for the cost of return shipping unless otherwise required by applicable law.
- Do not return your order without contacting us first. As our products are fulfilled through different warehouse locations, we will provide the correct return instructions and return address after your return request has been approved.
- Returns sent without prior authorization may not be accepted.
Condition of Returned Items
You may inspect the item as you would in a physical retail store. If the product has been used beyond what is necessary to determine its nature, characteristics, or function, we reserve the right to reduce the refund to reflect any loss in value, in accordance with applicable consumer protection laws.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or if you receive the wrong item, contact us at Soulstone963@gmail.com as soon as possible. We will assess the issue and work to resolve it promptly.
Non-Returnable Items
The following items cannot be returned unless they are faulty or required by law:
- Personalized or custom-made products
- Gift cards
- Items that cannot be returned for hygiene or health protection reasons once opened, where applicable
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
We do not offer direct exchanges.
If you would like a different item, you may return your eligible product in accordance with this policy and place a new order.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 14 days after we have received the returned item or received evidence that the item has been shipped back, whichever occurs first.
Please note:
- Original shipping charges may only be refunded where required by applicable law.
- Return shipping costs are the responsibility of the customer unless otherwise required by law.
- Your bank or payment provider may require additional time to process the refund.
If you have not received your refund within 15 business days after it has been approved, please contact us at Soulstone963@gmail.com.