Return policy
Sometimes you might need to return an order, whether because the product does not meet your expectations or for another reason. Whatever the reason, you have the right to cancel your order within 14 days of receipt without providing a reason.
After cancellation, you have an additional 14 days to return the product. You will receive a full refund of the order amount, including initial shipping costs. Only the costs of returning the product from your home to our store are your responsibility. These costs are approximately €7.25 per package; please consult your carrier's website for exact rates. If you exercise your right of withdrawal, the product should be returned with all provided accessories and, if reasonably possible, in its original condition and packaging. To exercise this right, you can contact us at info@soulgems.eu We will then refund the amount due within 14 days of receiving your return, provided the product has been received in good order.
If the product is damaged or the packaging is more damaged than necessary to try the product, we may charge you for the decrease in value. Please handle the product with care and ensure it is well packaged for the return.
Exchanging a Product?
Want to exchange your product? That’s no problem at all. You can contact us at info@soulgems.eu Please note that you will be responsible for the cost of returning the product.
I Provided the Wrong Delivery Address!
If you accidentally provided the wrong delivery address, please contact us as soon as possible at info@soulgems.eu We will try to amend the order for you.
1. Return Conditions
- Right of Withdrawal: You have the right to cancel your order within 14 days of receipt without providing a reason.
- Return Period: After cancellation, you have an additional 14 days to return the product.
- Full Refund: You will receive a full refund of the order amount, including the initial shipping costs. The refund will be processed within 14 days of notifying us of your return, provided the product is returned in good order.
- Return Shipping Costs: The cost of returning the product from your home to our store is your responsibility. You can use our returns portal to generate a return label. The cost of this return label will be deducted from the amount to be refunded.
- Product Condition: The product should, if reasonably possible, be returned with all accessories and in its original condition and packaging.
2. Return Instructions
Contact us at info@soulgems.eu to register your return. Include your order number, the products you wish to return, the reason for the return, and indicate whether you would like to receive a return label. Please note that you can download the return form from our website. This form can be emailed to us or included in the package with your return.
- Package Your Return
Ensure the products are securely packaged in the original packaging, including all accessories and labels. This helps us receive the products in good condition. - Receive Your Return Label
After receiving your email, we will send you a return label via email upon request. The cost of the return label will be deducted from the amount to be refunded. If you prefer to arrange your own shipping label, you may do so. In that case, let us know how you have shipped the return and keep your shipping receipt. - Send the Return
Use the return label provided to send your return, or use your own shipping method if you prefer. Ensure the shipment is well sent and keep your shipping receipt. - Keep Your Shipping Receipt
Keep your shipping receipt until your return is processed and you have received your refund. This proof is important in case something goes wrong during transport.
If you have any questions about the return process or other matters, please contact us at info@soulgems.eu. Our team is ready to assist you!
3. Refunds
- Once we have received your return, we will send you a confirmation email.
- If the return meets our conditions, we will process the refund within 10 business days of receiving the return.
- Refunds will be made via the original payment method.
- Please note that it may take a few days for the refund to appear in your account, depending on your bank.
4. Exceptions
- Digital Products: Digital products such as e-books, digital certificates for gemstones, or other downloaded content cannot be returned or refunded once delivery has started.
5. Questions?
If you have any questions about our return policy or a specific return, please contact us at info@soulgems.eu. We are here to help!
