Returns, Refunds & Exchanges
At Soulmate Sparkles, we want you to love every piece of jewellery you receive. We understand that sometimes things don’t work out as expected, so we’ve put together a straightforward returns and refunds policy to help make the process as smooth as possible.
This policy explains how returns, refunds and exchanges work, while respecting your rights under South African consumer law.
1. Returns
We accept returns of eligible items within 30 days of delivery for a change of mind.
To qualify for a return, your item must:
- Be unused, unworn and in its original condition.
- Be returned in its original packaging, including any jewellery boxes, pouches or accessories supplied.
- Be accompanied by proof of purchase, such as your order confirmation or receipt.
For hygiene and safety reasons, we reserve the right to decline change-of-mind returns of earrings and other intimate or hygiene-sensitive jewellery that has been worn or had its protective seal removed, where applicable and permitted by law.
Personalised, customised or made-to-order jewellery may also be excluded from change-of-mind returns, unless the item is defective, incorrectly supplied or another legal right applies.
Please note: These conditions apply to voluntary change-of-mind returns and do not limit your statutory rights regarding defective, damaged or incorrectly supplied products.
2. Non-Returnable Items
For change-of-mind returns, the following items are generally not eligible:
- Gift cards.
- Custom-made or personalised jewellery.
- Worn earrings and other hygiene-sensitive jewellery, where legally permitted.
- Items that have been damaged through misuse, improper care or accidental damage after delivery.
Items purchased on sale may be returned under the same conditions as regular-priced items, unless a specific legal exception applies.
3. Damaged, Defective or Incorrect Items
We take pride in the quality of our jewellery. If your order arrives damaged, defective or different from what you ordered, please contact us as soon as possible at store@soulmatesparkles.com.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs of the item and its packaging, where applicable.
Under the South African Consumer Protection Act, qualifying defective or unsafe goods may be returned within six months of delivery. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement or refund.
If your item arrives damaged or incorrect, we will arrange an appropriate solution without charging you return shipping costs where required by law.
4. Refunds
Once your returned item has been received and inspected, we will notify you by email of the outcome.
If your return is approved, your refund will be processed to your original payment method, where possible. Processing times may vary depending on your payment provider or bank.
For eligible change-of-mind returns, refunds cover the purchase price of the returned item, subject to any lawful deductions or applicable conditions communicated to you before purchase.
Refunds for defective, damaged or incorrectly supplied items will be handled in accordance with applicable consumer law.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account or payment statement.
- Contact your bank or payment provider to confirm whether the refund is still being processed.
- If the refund is still missing, contact us at store@soulmatesparkles.com so we can assist.
5. Exchanges
We want you to be happy with your jewellery. If you wish to exchange an eligible item for a different size, style or product, please email store@soulmatesparkles.com within 30 days of delivery.
Exchanges for change-of-mind reasons are subject to the item’s eligibility and stock availability. If the requested replacement is unavailable, we can discuss an alternative or an eligible refund.
For defective or damaged items, your exchange or other remedy will be handled in accordance with your statutory rights.
6. Gifts
If you received jewellery as a gift and would like to return it, please contact us at store@soulmatesparkles.com.
We may offer an exchange or store credit for eligible gift returns, subject to the applicable return conditions.
If the original purchaser requests a refund, the refund will generally be issued to the original payment method, subject to applicable law.
7. Return Shipping
For eligible change-of-mind returns, customers are responsible for the cost of returning their items to us.
We recommend using a reliable, trackable courier service, particularly for valuable jewellery. Soulmate Sparkles cannot guarantee the safe arrival of returns sent without tracking.
For defective, damaged or incorrectly supplied goods, return shipping arrangements and costs will be handled in accordance with applicable consumer law.
Return address:
Soulmate Sparkles
43 Linaria Drive
Vincent Heights
KuGompo City (East London)
5247
South Africa
Please contact us before sending any return so we can guide you through the process.
8. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at store@soulmatesparkles.com.
If your order has not yet been dispatched, we will do our best to stop it from being shipped.
For qualifying online purchases, cancellation rights under South African law may also apply. These rights are subject to the relevant statutory conditions and exceptions.
9. Need Help?
If you have any questions about returns, refunds or exchanges, we’re happy to help.
Email: store@soulmatesparkles.com
Soulmate Sparkles
Jewellery with a little more meaning.