Refund policy
Return Period
We offer a 30-day return policy, which means you have 30 days from the date you receive your crystal product to request a return.
Eligibility for Returns (Crystal-Specific)
To be eligible for a return, crystal products must be:
- In original, unused condition
- Unworn and unused
- Free from damage, chips, or alterations
- Returned in the original packaging
- Accompanied by a receipt or proof of purchase
Non-Returnable Items
The following crystal-related items are non-returnable:
-
Mystery Crystal Boxes (due to their random and curated nature)
If items arrive damaged or defective, please contact us and we will assist you. - Custom-selected or personalized crystal items
- Sale items
- Gift cards
Natural Characteristics Disclaimer
Please note that crystals are natural materials. Natural variations in color, inclusions, texture, and shape are normal and are not considered defects.
Damaged or Incorrect Items
Please inspect your order upon delivery. If your crystal item arrives damaged, defective, or incorrect, please contact us within 48 hours of receipt, and we will resolve the issue promptly.
How to Start a Return
To initiate a return, please contact us at:
support@soulstonehouse.com
If your return request is approved:
- A return shipping label will be provided
- Items returned without prior approval will not be accepted
Shipping Fees
- Original shipping fees are non-refundable
- Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect
Refunds
Once we receive and inspect your return, we will notify you of the refund status.
Approved refunds will be issued to the original payment method. Please allow 5–10 business days for the refund to be processed, depending on your bank or card provider.
Contact Us
For any questions regarding crystal returns or refunds, please contact:
Tel: +64 021760807
Email:support@soulstonehouse.com
Address:Flat 12, 20/F, Ho King Commercial Centre, 2–16 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong