Refund policy
We hope you love your Soul Emporium treasures. Each item is carefully chosen, packed and sent with love. If for any reason you’re not happy with your order, here’s how we can help:
Right to Cancel (UK & EU Customers)
If you are purchasing as a consumer, you may have a legal right to cancel your order within 14 days of receiving your goods.
To exercise this right, please contact us or submit a return request through your customer account. Returned items must be sent back unused and in their original condition.
This right does not apply to certain exempt products, including digital downloads once access has been provided.
Faulty, damaged, or incorrect items:
If your order arrives damaged, incorrect, or with an obvious fault, please contact us within 14 days of receipt at orders@soulemporium.com with your order details and photographs of the issue.
In most cases of damage in transit, we will issue a refund or send a replacement without requiring the item to be returned.
If an item is confirmed by our team as faulty or incorrect and needs to be returned, we will cover the cost of return postage. We may provide a prepaid return label or refund your postage once the item has been received and inspected.
Returned items should be sent back in their original condition and packaging wherever possible.
Once we have inspected the return, we will either:
- Issue a refund for the item and your original shipping cost, or
- Send you a replacement item (subject to stock availability).
Replacements will only be sent once the original item has been returned and inspected.
Crystals & Natural Products
Crystals are unique and perfectly imperfect by nature. It’s normal for them to have natural variations such as inclusions, small indentations, or light surface marks. These are part of their beauty, authenticity and energy, and do not affect the quality or power of your crystal. For this reason, returns will not be accepted solely on the basis of natural markings, inclusions or variations that are inherent to natural crystals.
Jewellery
Jewellery and crystal bracelets are carefully inspected before dispatch. Due to the nature of wearable items, normal wear and tear may occur over time.
As a goodwill policy, jewellery and crystal bracelets are covered against manufacturing defects reported within 90 days of receipt. Normal wear and tear, including chain or clasp breakage, cord wear, elastic stretching or snapping through regular use, tarnishing, accidental damage, snagging, impact damage, and damage caused by water, perfumes, cosmetics or improper storage are not considered manufacturing defects.
We recommend removing jewellery before swimming, bathing, exercising or sleeping and avoiding contact with perfumes, lotions and household cleaning products.
If you are returning for any other reason (e.g. change of mind, sizing, preference)
- We will refund the cost of the item(s) only.
- Original shipping charges may not be refundable except where required by applicable consumer protection laws.
- Return postage is at the customer’s expense.
Returns
For returns due to a change of mind, customers are responsible for all return shipping costs.
Customers returning items from outside the UK are responsible for all return shipping costs, customs duties, taxes, import fees, brokerage charges, and any other charges associated with returning an item where the return is due to a change of mind.
Soul Emporium is not responsible for these costs. Any charges incurred by Soul Emporium as a result of receiving a returned parcel may be deducted from the refund where permitted by law.
Start a Return
Log in to your customer account to request a return or withdrawal.
Exclusions
Due to the immediate nature of digital content, guided meditations, downloadable products and other digital products are non-refundable once access has been provided.
Refunds
Once your return has been received and inspected, refunds will be processed back to your original payment method used at checkout. Please allow up to 7–10 working days for it to appear in your account.
Gift cards are non-refundable.
Nothing in this policy affects your statutory rights under applicable consumer protection laws.