Refund Policy

At SoulStones, we want you to feel completely confident in every purchase. This Refund Policy explains when a refund applies, how the process works, and how long it takes. It should be read alongside our Shipping & Return Policy, which sets out the conditions for returning a product.

1. Overview

Refunds are issued once a returned or cancelled order has been reviewed and approved by our team. We currently deliver only within India, and shipping is free on every order, so no shipping charges are ever deducted from a refund. Refunds are always credited back to the original payment method used at checkout.

2. Eligibility for Refunds

You may be eligible for a refund in the following situations:

• You returned an eligible product within the return window described in our Shipping & Return Policy, and it passed our quality inspection.
• Your order was cancelled by you before it was dispatched.
• Your order was cancelled by us due to stock unavailability, a pricing error, or suspected fraud.
• You received a damaged, defective, or incorrect item, as reported within the required timeframe.

3. Non-Refundable Products

The following are not eligible for a refund:

• Gemstones that have been resized, engraved, customized, or otherwise altered from their original form.
• Products damaged due to customer misuse, mishandling, or normal wear after delivery.
• Items returned without their original certification, packaging, or invoice.
• Products purchased as part of a limited-time or clearance sale, unless the item was defective.
• Return requests raised after the return window described in our Shipping & Return Policy has closed.

4. Damaged or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact our support team within 48 hours of delivery with your order number and clear photographs of the product and its packaging. Once verified, we will offer a replacement or a full refund, at no additional cost to you.

5. Refund Request Process

To request a refund:

• Contact our support team with your order number and the reason for your request.
• If your request relates to a return, our team will confirm eligibility and share pickup or return-shipping instructions.
• Ship or hand over the product as instructed, ensuring it is unused and includes its original certification and packaging.

6. Refund Approval Process

Once we receive a returned product, our team inspects it to confirm that it is unused, unaltered, and accompanied by its original certification and packaging. Refunds are approved only after this inspection is complete. If a returned item does not meet our return conditions, we will contact you to explain why the refund cannot be approved and, where applicable, arrange for the item to be sent back to you.

7. Refund Processing Time

Approved refunds are processed within 5–7 business days of the returned item passing our quality inspection, or within 5–7 business days of a cancellation being approved. Once initiated, it may take a further 3–5 business days for the amount to reflect in your account, depending on your bank or payment provider. You will receive an email confirmation once your refund has been initiated.

8. Payment Refund Method

All refunds are issued to the original payment method used at checkout, processed securely through Razorpay. We are unable to issue refunds to a different card, bank account, UPI ID, or as store credit unless required by law or agreed with you in a specific case.

9. Order Cancellation & Refunds

You may request cancellation of an order before it has been dispatched by contacting our support team as soon as possible. Once an order has been dispatched, it can no longer be cancelled and must instead follow our standard return process. We reserve the right to cancel an order at our discretion — including where stock is unavailable, a pricing error has occurred, or fraud is suspected — in which case a full refund will be issued automatically to your original payment method.

10. Contact Support

For any questions about a refund, return, or cancellation, our team is happy to help: