Refund Policy

At SoulyShine, every piece is lovingly designed and made to order, just for you. Each item is uniquely crafted with care, so we handle every concern on a case-by-case basis to make sure you’re fully supported.

If there’s any issue with your order, please reach out to us within 100 days of delivery, our team will be happy to arrange a free replacement, or in special cases, a refund or store credit to make things right.

A. FREE REPLACEMENT

We will gladly send you a free replacemen - no return needed - if:
- Your jewelry arrived damaged, defective, or misprinted.
- You received the wrong item or design (different from your Order Confirmation).
- Your package was lost in transit, even though the shipping address was correct.

B. REFUND & STORE CREDIT
Refunds or store credits are offered only when a replacement isn’t possible, for example:
- The item cannot be reproduced.
- Production is unreasonably delayed.
- Your order was lost and cannot be re-shipped.
- Refunds are typically processed within 5–7 business days after approval.

C. CASES NOT ELIGIBLE
To keep things fair and clear, we cannot offer refunds in these cases:
- Requests made more than 100 days after delivery.
- Change of mind or no longer wanting the item.
- Incorrect details provided (wrong size, name, engraving text, or address).
- Jewelry damaged by misuse, mishandling, or poor maintenance.
- Sale or promotional items (unless defective).
- Customized or engraved products (unless defective, incorrect, or damaged).
- Packages sent to an incorrect or outdated address, or returned as unclaimed.
- Original shipping fees and additional services (like shipping insurance or priority shipping) are non-refundable.

D. HOW TO REQUEST SUPPORT
We’re here to help and listen. If something feels off with your order:
1- Contact us at support@soulyshine.com 
2- Please include:
- Your order number
- Photos/videos of the item you received
- A photo of the shipping label
- A short note explaining the issue
- Our team will review your request with care. If it qualifies, we’ll move forward with one of these solutions:
 + Replacement: A new piece will be made and shipped to you at no cost.
 + Refund or Store Credit: Offered only when a replacement isn’t possible.

We hope these terms bring you clarity and comfort, so you can enjoy shopping with peace of mind while we take the best care of you. If you ever have a question or need a hand, simply reach out to us at support@soulyshine.com, we’re always here with a listening ear and a helping hand.