Workshop Cancellations, Retail Returns, Repairs & Warranty Policy Workshop CancellationsFull payment is required to secure your booking. Payment can be made via our online booking system.
Please see below how refunds are managed in the event of cancellation:
- Cancellations made 3 days or more prior to your workshop date will receive a full refund or opportunity to reschedule.
- Cancellations made within 3 days of your workshop date are unable to be refunded, however there is the opportunity to reschedule if your place can be filled.
- Cancellations made on the day of your workshop date are non-refundable, however at the discretion of staff an opportunity to reschedule may be applied.
If a workshop needs to be cancelled by Soulful Stones (e.g. due to insufficient attendee numbers or illness), you will be offered a full refund or an option to reschedule.
If at any time you have concerns or questions about these conditions, please get in touch.
WarrantyWe offer a standard
90 day Warranty on all of our products. This is in order to cover manufacturing defects and faults associated with the handmade processes of our jewellery.
Note that this Warranty
does not cover normal wear and tear or neglect/poor care of your item.
All Warranty claims are therefore on a case-by-case basis following our visual inspection of the defect (we may extend this process to video/photo evidence for remote assessment).
Outside of Warranty claim periods we also offer a repair service as below.
RepairsWe have the option of a repair/restringing service for any damage outside of the 90 day Warranty period. Each repair is individualised to the piece, and priced accordingly (you will be provided a quote and repair timeframe for acceptance).
Any repairs are subject to the availability of the necessary materials to complete the redesign repair.
Change of Mind Refund / ExchangeWe offer a 7 day
change of mind exchange or refund. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Shipping To return your product, you should contact Kelly on 0410 691 176; at
[email protected] or through our
Contact Page to organise a suitable return option.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Replacements (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at
[email protected] and we can discuss a suitable return method.
Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
[email protected].
Sale Items Sale items
are not eligible for exchange/refund unless faulty.
Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
