Cancellation Policy — Soulcrystals
All orders on Soulcrystals are prepaid only. We do not offer cash refunds under any circumstance. Please read this policy carefully before placing your order.
1. Cancelling Before Dispatch
If you wish to cancel an order before it has shipped, email us at support@soulcrystals.net with:
- Your order ID
- Details of the product(s) you’d like to cancel
- Your reason for cancellation
If we’re able to cancel your order before it leaves our facility, the amount paid will be issued as store credit, redeemable on a future order. We’re unable to issue cash refunds to your original payment method.
2. Cancelling After Dispatch
Once an order has shipped, it cannot be cancelled or refused for the purpose of a refund. As we do not offer refunds, cancellation is only possible prior to dispatch as outlined above.
3. Damaged or Defective Products
If your order arrives damaged or defective, we will make it right — but as a replacement, not a refund. Please:
- Record an unboxing video at the time of delivery, without cuts or pauses.
- Email support@soulcrystals.net within 48 hours of delivery with your order ID, the unboxing video, and photos of the issue.
- Once verified, we will arrange a replacement of the affected product(s) at no additional cost.
Claims without an unboxing video, or made after the 48-hour window, cannot be processed.
4. A Few Things to Keep in Mind
- Because all orders are prepaid and non-refundable, we’d encourage you to review product details, sizing, and stone descriptions carefully before checkout.
- Store credit issued for pre-dispatch cancellations does not expire and can be used toward any future purchase.
- Our team is reachable via WhatsApp and email for any questions before you place an order