Refund policy

Thank you for shopping with Soul Sparks Jewelry. We want you to love your purchase, but if something isn’t right, we’re here to help.

Returns & Exchanges

    • We accept returns if your order arrives incorrect, damaged, defective, or in the wrong size (if caused by us).

     

    • You ordered the wrong size (your error) — we will gladly exchange your item for the correct size, but no refund will be provided. If the size is out of stock, your exchange will be given first priority once restocked.

     

    • You may request a repair, replacement, or refund (when eligible) within 14 days of delivery.

     

    • If your order does not arrive at all, you will receive a full refund.

     

    • CAD design and custom-made orders are non-refundable once production has started. Deposits are non-refundable if you cancel before completion.

     

    1. YOU CAN RETURN/EXCHANGE YOUR ORDER IF:

     

    • Your order arrives broken, defective, or damaged — you may return it to us, and we will either exchange it for a new item or issue a full refund.

     

    • You received the wrong item, size, or color (our error) — you may return the item at no cost, and we will send the correct replacement or offer a refund.

     

         2. YOU CANNOT RETURN YOUR ORDER IF:

    • You change your mind or no longer want the item.

     

    • Your jewelry is damaged due to scratches, impact, or misuse.

     

    • Chains twist, tangle, or pendants don’t sit perfectly — this is normal with fine chains.

     

    • Your order arrives later than the estimated delivery date (courier delays are not refundable).

     

    • You claim the product is not 'real gold' despite descriptions clearly stating whether items are solid gold or gold-plated.

     

         3. PRODUCTION TIME EXTENSION

    Custom and made-to-order pieces may require additional time depending on complexity. Refunds are not available for extended production timelines.

         4. HOW TO RETURN OR EXCHANGE

    1. Contact our customer care team to initiate your request. 2. Our team will review it within 1–2 business days.
    3. If approved, we will provide a prepaid return label.
    4. Items must be returned in their original packaging.

    5. Proof of shipment must be retained — Soul Sparks Jewelry is not liable for lost returns.

    Return shipping fees are covered by us only if the item is defective, incorrect, or the wrong size due to our error.

    Exchanges for accidental size orders may require the customer to cover shipping.

         5. ORDER CHANGES & CANCELLATIONS

    Once placed, orders immediately move into production.
    Orders cannot be canceled or modified once production has started.

        6. 2-YEAR FULL WARRANTY

    All Soul Sparks Jewelry pieces are covered by a 2-Year Full Warranty, including: • Replating services if jewelry tarnishes or fades.
    • Repair or replacement of gemstones that become loose or fall out.
    Warranty Exclusions:

    • Scratches, dents, or damages caused by misuse or impact.

    • Normal stretching or twisting of chains.

        7. UAE CONSUMER RIGHTS COMPLIANCE

    Invoices are issued in Arabic and English with complete product and business details.

    Any conflicting terms are void, and statutory consumer rights always prevail.

    At Soul Sparks Jewelry, our goal is to combine elegance with trust, offering a fair and transparent policy that protects our clients while respecting UAE law.

Refunds

  • Refunds (only for defective, incorrect, or non-arrival cases) are processed within 5-7 working days once approved.
  • Refunds will be issued only to the original payment method. Bank clearing may take an additional 3–5 working days.

ORDER CHANGES & CANCELLATIONS

Once placed, orders immediately move into production.
Orders cannot be canceled or modified once production has started.

Need Help?

Contact us at contactus@soulsparks.store or through our contact page if you have questions about your return.