Refund policy

Returns & Refund Policy

At SoulVibe Gems, we want you to love your purchase. If for any reason you're not completely satisfied, we're here to help.

14-Day Return Window

You have 14 calendar days from the date you receive your item to request a return. To be eligible for a return, your item must be:

Unworn and unused

In the same condition that you received it

In its original packaging with all tags attached

Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

The following items cannot be returned:

Custom or personalized orders

Items marked as "Final Sale" or "Clearance"

Items that have been worn, washed, or altered

Items damaged due to misuse or improper care

Return Shipping Costs

If the return is due to a quality issue (defective or damaged item, wrong item sent): We will cover the return shipping cost and provide a prepaid return label.

If the return is for any other reason (change of mind, didn't like it, ordered wrong size): You are responsible for paying the return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee we will receive your returned item.

How to Initiate a Return

Contact us at support@soulvibegems.com with your order number and reason for return.

We will review your request and provide you with a return authorization and detailed instructions on where to send your item.

Please do not send your item back without first contacting us — items returned without prior authorization will not be accepted.

Refund Process

Once we receive and inspect your return, we will notify you about the approval status.

If approved, your refund will be processed within 7 business days and automatically applied to your original payment method.

Please note that your bank or credit card company may take additional time to process and post the refund to your account.

Original shipping costs are non-refundable.

Exchanges

We do not offer direct exchanges at this time. If you need a different item, please initiate a return for your original purchase and place a new order separately.

International Returns

For orders shipped outside of the destination country, please contact us before returning any items — we will provide you with the correct return address and instructions. Please note that international return shipping costs are subject to customs clearance and may be delayed.

Damaged or Incorrect Items

Please inspect your order immediately upon arrival. If your item is damaged, defective, or not what you ordered, contact us within 48 hours of delivery and include photos showing the issue. We will resolve the problem by either issuing a full refund or sending a replacement.

Contact Us

If you have any questions about our return policy, please don't hesitate to reach out:

📧 Email: support@soulvibegems.com
🕒 Response time: Within 24 hours