Cancellation/Refund Policy

Returns and Refund Policy

At The Soul Jewellery, we want to ensure your complete satisfaction with your purchases. We thoroughly quality check all your ordered products before packing them for delivery so that you never have to think about returning the priceless jewelries. Here's everything you need to know about our Returns and Refund Policy:

Unboxing and Inspection We require all customers to create an unboxing video and take photos of their order as they open the package. This is essential for us to address any issues related to transit damage, loss, or replacement claims.

Return and Refund Policy

We are not offering exchanges right now. Instead, we provide refund options based on certain terms and conditions. Please note that we will not accept returns for the following reasons:

1. The jewelry is too heavy or looks larger than expected.
2. The size of the jewelry does not meet your expectations.
3. Minor variations in color tone may occur due to differences in monitor settings and digital photography on our website.
4. Some earring stems may be bent intentionally to prevent breakage; this is not considered transit damage.
5. For bangles, please consult the size chart provided in the product description to ensure you order the correct size.
6. In rare cases, jewelry beads or stones may become detached during transit. These can be easily fixed with glue and are not eligible for exchange or refund.
7. The adjustable rope that comes with the necklace as a freebie is not eligible for replacement in case of damage.
8. Handmade jewelry, including semi-precious, precious kundan, cutwork gemstone, and other items, may have slight irregularities in design, polish, finishing, or stones, which are considered natural outcomes of the human crafting process and are not eligible for exchange or refund.
9. Some hand-set jewelry designs may feature slightly different stone combinations than those shown in the photographs, which is not considered a defect for refund.

Before placing an order, please ensure you thoroughly understand the product details. If you have any questions, feel free to contact us via email at care@thesouljewellery.com, and we will provide the information you need. Once you receive the product in good condition and it matches the agreed-upon specifications, we do not accept returns or replacements based on personal preferences, sizing issues, or suitability concerns.

Damaged Items in Transit While we take every precaution to ensure your items arrive undamaged, if you do receive a damaged item in transit, we offer the following return policy:

To be eligible for a return or refund, you must send us an email at care@thesouljewellery.com within 24 hours of receiving the shipment, including your order number, unboxing video, and photos. We do not accept return requests via WhatsApp or Instagram messages.

You are responsible for shipping the product back to the address provided in our email. Please note that we do not offer a reverse pickup service. If the item's value is over Rs 1000, consider using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Once we receive the damaged item, we will provide you with a refund or a store credit coupon code via email, which you can use for your future purchases. Please be aware that sale products and orders with website offers are not eligible for returns and refunds.

Exchange Policy

For exchanges, email us at care@thesouljewellery.com within 24 hours of delivery. If your exchange request is accepted via email, you must ship the product back in its original packaging to our address within 2 days of receiving a Replacement Confirmation email.

Please ensure you update the tracking number in your follow-up email within 2 days. We strictly do not accept returns that are not shipped within this timeframe.

Upon receiving the returned product and verifying that it is free from damage, we will issue store credit within 24-48 hours, which you can use for your next purchase. Please note that store credit cannot be combined with any existing offer codes, if applicable, and shipping costs will apply to your order. We do not provide refunds.

Cancellation Policy

You can cancel your order within 2 hours of placing it. After this window, cancellations are not possible as we begin processing your order. Please be aware that cancellation charges may be incurred from the payment gateway for both forward and reverse transactions. To cancel your order, please email us at care@thesouljewellery.com with your order number.

For shipped orders, any delays caused by courier companies or external factors like weather conditions, pandemic restrictions, or lockdowns cannot be cancelled. Thank you for understanding our policies, and if you have any questions, don't hesitate to reach out to us at care@thesouljewellery.com.