Returns + care policies

Returns

All returns must be applied for via email to enquiries@soulquartz.com. All returns must include the reason for return and any photos of your item (if faulty) . Once approved you will be sent a RMA number. Please include this number clearly on the outside postage packaging of your return. 

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 Sale items: All sale items are final sale and can not be returned, so choose carefully. 

Change of mind returns:

We only offer store credit for change of mind returns. If you have the incorrect size you can use the credit to order an alternative size.

Change of mind returns are permitted up to 14 days from date of purchase, the item must be in an unworn, unused and in a re-sellable condition. 

All items must be in their original condition and unworn/ unused with tags still attached. Yoga mats must be in the original packaging.

Unfortunately earrings are not returnable due to hygiene reasons. 

No cash refund for change of mind. Customer is responsible to cover postage costs for all returns. Shipping costs are non refundable and not included in any credits. 

Any item returned to us in a condition that has been worn, used or not in the original / re-sellable packaging, will not be given a store credit and will be returned to you at your own cost.

Faulty items:

Faulty items can be returned within 14 days with proof of purchase. 

All returns must be applied for via email to enquiries@soulquartz.com. All returns must provide a description of the fault as well as photos of your item and how it is faulty.

Ensure you check over your items as soon as you have received them, keeping in mind that raw stones have their own personality and their rough shape/size/colour/inclusions etc will not be considered as faulty. You must advise use of any faults within 14 days of purchase. 

Reasonable care must have been taken with the jewellery and crystals. Returns will not be accepted for damage caused by not adhering to our advise on the website and on the care cards provided with purchase.  This information is also included at the bottom of this page.

Once approved you will be sent a RMA number. Please include this number clearly on the outside postage packaging of your return. 

Allow up to 7 days from us receiving your item, for to be inspected and your return confirmed. Once your return has been confirmed we will process the refund on our end, you will receive an email confirmation and you will have an option for a refund of the item to your original method of purchase or a store credit. 

Be aware some banks can take an additional  7-10 days to issue returns from the date of our processing, this is outside of our control.  

We don't offer exchanges as we only have limited items in small batch and some items are one offs. If you have ordered an item of clothing that is the incorrect size, we suggest re-ordering your correct size online and apply for an RMA for your original item. 

Other information for returns

We are not liable for loss of garments/ products being returned, so we require you to use a traceable delivery method that includes a tracking number. 

-- We don't accept cancellations once ordered. All orders made will be posted out and the return will need to be submitted as per our return policy if you choose to return. ---

Caring for your products:

Crystal Care:

Raw crystals, chains and wire are delicate and can break if dropped on a hard surface, avoid twisting or tightening wire as the pressure can cause the wire to snap, please look after your jewellery by not sleeping, exercising or swimming in it; unfortunately we can not accept returns for any of these reasons.

Glass items

Some of our products come in glass bottles, please be careful using them and we don't recommend taking glass bottles into the shower with you.