Warranty & Complaints

Warranty

At Soulgems, we care deeply about the quality of our products and strive to deliver them in perfect condition. However, issues may occasionally arise, such as damage during transport or other problems that could affect your right to claim a warranty. Under European law, we are responsible for any lack of conformity that becomes apparent within two years of the delivery of the goods. You may also have additional rights under Dutch law.

If you discover a defect in the product or should have discovered it, you must contact us within a reasonable time. A reasonable time is at least two months, though in certain circumstances a longer period may also be acceptable.

If you contact us promptly, we will arrange for a free repair or replacement of the defective product.

Complaints

If you have a complaint, we recommend that you first notify us via email at info@soulgems.eu. We are committed to resolving any issues and addressing your complaint promptly and effectively.

If your complaint is not satisfactorily resolved, you may submit your dispute for mediation through WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. For consumers in the EU, it is also possible to submit complaints via the European Commission’s ODR platform, available at http://ec.europa.eu/odr. If your complaint is not already being handled elsewhere, you are free to submit it through the EU platform.

If you have any questions regarding warranty or complaints, please feel free to contact us at info@soulgems.eu. We are here to help!