Return Policy

We want you to be happy with your purchase. Every product is carefully checked and packed before it leaves us. However, if your order arrives damaged, incorrect, or has a genuine defect, we’re here to help.

When Can You Request a Return?

You can contact us for a return or replacement if:

  • You received a damaged product.
  • You received the wrong product.
  • The product has a genuine manufacturing or quality issue.

Please contact us within 48 hours of receiving your order and share your order number along with clear photos or a video of the product and packaging.

A Small Note About Natural Crystals

Most of our crystals and gemstones are natural, so no two pieces will look exactly the same. Small differences in colour, shape, size, patterns, inclusions, or natural marks are completely normal and are part of what makes each stone unique.

These natural variations are not considered defects and are generally not eligible for return.

Before Sending a Return

Please make sure that:

  • The product is unused and in its original condition.
  • The original packaging and any accessories are kept safely.
  • The product has not been damaged or altered after delivery.
  • You have a clear unboxing video, especially if the package arrived damaged or something is missing.

Please do not send anything back without first contacting us and receiving confirmation from our team.

Products We Cannot Accept for Return

Some products may not be eligible for return, such as:

  • Customised or personalised products
  • Specially prepared or energised products
  • Products that have been used, altered, or damaged after delivery
  • Products purchased during clearance or special sale offers, unless they arrived damaged or incorrect

If Your Order Arrives Damaged or Wrong

We understand how disappointing it can be to receive an order in that condition. If your product is damaged during delivery or you receive something different from what you ordered, please reach out to us within 48 hours.

Once we review the details, we’ll do our best to arrange a suitable replacement or resolution.

Refunds

If your return is approved and a refund is applicable, it will be processed through the original payment method or another suitable payment method.

Please note that the time taken for the refund to reflect in your account may depend on your bank or payment provider.

Return Shipping

If the return is due to a mistake from our side, such as receiving a damaged or incorrect product, we will guide you through the return or replacement process.

For other return requests, shipping charges may be the customer’s responsibility.

We’re Here to Help

If you have any concerns about your order, please don’t hesitate to contact Soulstones by Shilpi. Share your order number and a few details about the issue, and our team will be happy to assist you.

Thank you for choosing Soulstones by Shilpi and supporting our small business.