Refund policy

Due to the handmade nature of Soulful Stones jewellery, we do not offer refunds for change of mind. If your jewellery is not quite the right size or not what you expected, we accept returns within 14 days of receiving your order for a credit note that can be used online.

However, if your item arrives faulty, damaged, or not as described, you may be eligible for a refund, repair, or replacement in line with Australian Consumer Law.

Faulty or Damaged Items

If your item arrives damaged or faulty, please contact me within 48 hours of delivery with your order number and clear photos, and I’ll arrange the best solution as quickly as possible.

If the item is confirmed as faulty, you’ll be offered a replacement, repair or refund where required.

Items Not Eligible for Return

Due to the handmade and personal nature of my jewellery, the following items cannot be returned:

  • Change of mind returns

  • Custom or made-to-order pieces

  • Sale/discounted items

  • Earrings (for hygiene reasons, unless faulty)

  • Items that have been worn, damaged, or not returned in original condition

Warranty (90 Days)

Soulful Stones jewellery comes with a 90 day warranty from the date your order is delivered. This covers manufacturing defects and faults associated with the handmade nature of my pieces.

Please note: this warranty does not cover normal wear and tear, accidental damage, or damage caused by neglect or improper care.

All warranty claims are assessed case-by-case, following a visual inspection of the defect. For remote assessment, I may request photos and/or video.

Repairs & Restringing

If your piece is damaged outside the 90 day warranty period, I offer a repair and restringing service where possible.

Repairs are priced individually depending on the design and materials required. You will be provided with a quote and estimated repair timeframe for approval before any work begins.

Please note: repairs are subject to the availability of the necessary materials needed to complete the repair.

How to Lodge a Warranty Claim or Request a Repair

To begin, email kelly@soulfulstones.com.au with:

  • Your full name

  • Order number

  • A photo of the item

  • A short description of the issue (or repair request)

Workshop Cancellations

Full 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.

Shipping

To return your product, you should contact Kelly on 0410 691 176; at kelly@soulfulstones.com.au 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.