Politique de remboursement

REFUND, RETURNS & WARRANTY POLICY

Effective Date: [Insert Date]

Thank you for shopping with Soul Sparks Jewelry. We take pride in creating meaningful jewelry designed to celebrate individuality, confidence, and life’s milestones.

Please read this Refund, Returns & Warranty Policy carefully before placing an order. By purchasing from Soul Sparks Jewelry, you acknowledge and agree to the terms set out below.

1. QUICK SUMMARY

For ease of reference:

  • We do not offer refunds for change of mind.

  • Non-defective jewelry cannot be returned once delivered due to hygiene, quality assurance, and product integrity reasons.

  • Earrings are non-returnable once delivered, except where defective, damaged, or incorrect due to our error.

  • Customer sizing mistakes are eligible for exchange only, subject to availability.

  • Custom, CAD-designed, engraved, personalized, special-order, and made-to-order pieces are non-refundable once production has started, except where defective, damaged, or incorrect due to our error.

  • Defective, damaged, incorrect, or confirmed lost orders may be eligible for repair, replacement, exchange, or refund.

  • Eligible claims must be submitted within seven (7) calendar days of delivery.

  • All approved returns are subject to inspection before any refund, exchange, repair, or replacement is confirmed.

  • Nothing in this Policy limits any mandatory consumer rights available under applicable law.

2. ELIGIBLE RETURNS, REPAIRS, REPLACEMENTS, OR REFUNDS

Soul Sparks Jewelry will gladly assist if your order:

  • Arrives damaged, defective, or broken;

  • Contains the incorrect item, size, color, or design due to our error;

  • Contains a verified manufacturing defect; or

  • Is confirmed lost in transit by the shipping carrier.

Depending on the circumstances and subject to inspection, Soul Sparks Jewelry may, at its discretion:

  • Repair the item;

  • Replace the item;

  • Exchange the item; or

  • Issue a refund.

The appropriate remedy will depend on the nature of the issue, product availability, the condition of the returned item, and applicable law.

3. CLAIM PERIOD

Please inspect your order immediately upon delivery.

Any request relating to defects, incorrect items, shipping damage, or eligible returns must be submitted within seven (7) calendar days of the delivery date, together with supporting photographs or videos where applicable.

Requests submitted after this period may be refused, unless otherwise required by applicable law.

4. CHANGE OF MIND & NON-DEFECTIVE ITEMS

Due to hygiene considerations, product integrity requirements, and the nature of fine jewelry, Soul Sparks Jewelry does not accept returns or provide refunds for non-defective items, including where:

  • You changed your mind;

  • You no longer want the item;

  • The item was purchased as a gift and is no longer required;

  • You prefer another style, size, color, or design;

  • The item does not suit your personal preference;

  • You claim dissatisfaction despite the item matching its description, specifications, and order confirmation.

For health, safety, and quality assurance reasons, jewelry that has left our control cannot be resold as new, as we cannot verify how it has been worn, handled, stored, or exposed to external substances.

Nothing in this section limits your rights in relation to defective, damaged, incorrect, or non-delivered orders, or any mandatory rights available under applicable law.

5. EARRINGS

For hygiene and health protection reasons, earrings are strictly non-returnable and non-refundable once delivered, except where they arrive defective, damaged, or incorrect due to our error, or where otherwise required by applicable law.

This applies even if the earrings appear unworn.

6. SIZING POLICY

If We Made an Error

If Soul Sparks Jewelry manufactures or ships an incorrect size due to our error, we will:

  • Provide return instructions;

  • Cover eligible return shipping costs where applicable;

  • Exchange the item at no cost; or

  • Issue a refund if a replacement cannot reasonably be provided.

If You Ordered the Wrong Size

If you selected the incorrect size during checkout:

  • Refunds are not available;

  • We may offer an exchange, subject to availability;

  • Return shipping and reshipping costs may apply;

  • The item must be unworn, unused, unaltered, and returned in its original packaging;

  • If your desired size is temporarily unavailable, your exchange request may receive priority once restocked.

Customers are responsible for reviewing size guides and order details carefully before completing a purchase.

7. CUSTOM, PERSONALIZED & MADE-TO-ORDER ITEMS

The following items are non-refundable and non-returnable once production has commenced:

  • Custom-designed jewelry;

  • CAD-designed pieces;

  • Personalized items;

  • Engraved items;

  • Made-to-order products;

  • Special orders produced specifically for a customer.

Once production has started, such orders cannot be canceled, returned, exchanged, or refunded, except where the item arrives defective, damaged, or incorrect due to our error, or where otherwise required by applicable law.

Any deposit paid toward custom, CAD-designed, personalized, engraved, special-order, or made-to-order work is strictly non-refundable once production, design work, sourcing, or customization has commenced.

8. ORDER CHANGES & CANCELLATIONS

Orders may be modified or canceled only if production, customization, manufacturing, packing, or fulfillment has not yet commenced.

Once production, customization, manufacturing, packing, or fulfillment has started:

  • Orders cannot be canceled;

  • Orders cannot be modified;

  • Sizes, colors, engravings, and customizations cannot be changed;

  • Deposits remain non-refundable.

This does not affect any mandatory consumer rights available under applicable law.

9. WHAT IS NOT CONSIDERED A DEFECT

The following do not constitute manufacturing defects and do not qualify for a refund, replacement, repair, or return:

  • Minor variations in color, sparkle, finish, or appearance;

  • Variations caused by lighting conditions, photography, videos, editing, or screen settings;

  • Natural movement, twisting, or tangling of fine chains;

  • Pendants that do not remain perfectly centered during wear;

  • Minor differences in handcrafted finishing;

  • Minor manufacturing tolerances within industry standards;

  • Normal wear and tear;

  • Tarnishing, fading, or surface changes caused by wear, chemicals, moisture, sweat, perfumes, cosmetics, chlorine, seawater, or improper storage.

Product photographs, videos, and digital renderings are for illustrative purposes only. Due to screen settings, lighting conditions, handcrafted finishing, and the reflective properties of moissanite and precious metals, slight variations in appearance, color tone, sparkle, and finish may occur and do not constitute defects.

10. DAMAGE CAUSED AFTER DELIVERY

This Policy does not cover damage caused after delivery, including damage caused by:

  • Accidents;

  • Misuse;

  • Improper storage;

  • Dropping or impact;

  • Scratches, dents, or bending;

  • Bent prongs, clasps, links, or chains;

  • Pulling, twisting, stretching, or tangling of chains;

  • Exposure to perfumes, cosmetics, lotions, cleaning products, chlorine, seawater, sweat, moisture, or chemicals;

  • Unauthorized repairs, modifications, resizing, polishing, plating, or alterations by a third party.

Customers are responsible for following all care instructions provided by Soul Sparks Jewelry. Failure to follow care instructions may void warranty coverage.

11. RETURN CONDITION REQUIREMENTS

Approved returns must be returned in a condition suitable for inspection.

Returned items must be:

  • Unworn;

  • Unused;

  • Unaltered;

  • Undamaged after delivery;

  • Free from perfume, cosmetics, chemicals, scratches, dents, stains, or signs of wear;

  • Returned in their original packaging;

  • Returned with all certificates, documents, tags, gifts, accessories, and complimentary items provided with the order.

Soul Sparks Jewelry reserves the right to refuse any return that does not meet these requirements, unless otherwise required by applicable law.

12. UNAUTHORIZED RETURNS

Items returned without prior written approval from Soul Sparks Jewelry may be refused, returned to the customer, or excluded from refund, exchange, repair, or warranty review.

Customers must contact us and receive return instructions before sending any item back.

13. RETURN SHIPPING DEADLINE

Where a return is approved, the item must be shipped back within seven (7) calendar days of receiving our return instructions.

Returns shipped after this period may be refused, unless otherwise required by applicable law.

Customers must retain proof of shipment. Soul Sparks Jewelry is not responsible for returns lost in transit before delivery to us.

14. RETURN SHIPPING COSTS

Soul Sparks Jewelry will cover eligible return shipping costs only where the item is defective, damaged, incorrect, or the wrong size due to our error.

For customer sizing mistakes, exchange requests, or other approved non-defective exchanges, the customer may be responsible for:

  • Return shipping costs;

  • Reshipping costs;

  • Customs duties;

  • Import taxes;

  • Brokerage fees;

  • Any other related charges.

Original shipping charges, customs duties, taxes, import fees, and courier charges are non-refundable unless otherwise required by applicable law.

15. INSPECTION OF RETURNED ITEMS

All returned items are subject to inspection upon receipt.

Soul Sparks Jewelry reserves the right to deny a refund, exchange, repair, replacement, or warranty claim where:

  • The reported issue cannot be verified;

  • The item shows signs of wear, misuse, or accidental damage;

  • The item has been altered, repaired, resized, polished, plated, or modified by a third party;

  • The item has been exposed to chemicals, moisture, perfume, cosmetics, chlorine, seawater, or improper storage;

  • The item is materially different from its original condition;

  • The returned item does not match the original order.

Soul Sparks Jewelry’s decision following inspection shall be final, subject always to any mandatory rights available under applicable law.

16. REFUNDS

Where a refund is approved:

  • Refunds are processed within five to seven (5-7) business days after approval;

  • Refunds are issued only to the original payment method used for the purchase;

  • Banks, card issuers, and payment providers may require additional time to process and post the refund.

Refunds will not be issued to a different card, bank account, wallet, or third party.

Original shipping charges, customs duties, taxes, import fees, brokerage fees, and courier charges are generally non-refundable unless otherwise required by applicable law.

17. DELIVERY, SHIPPING & NON-ARRIVAL

Estimated delivery dates are estimates only and are not guaranteed.

Delays may occur due to:

  • Customs inspections;

  • Weather conditions;

  • Public holidays;

  • Transportation disruptions;

  • Carrier delays;

  • Government actions;

  • Incorrect or incomplete shipping information provided by the customer;

  • Circumstances beyond our reasonable control.

Delivery delays alone do not automatically entitle customers to cancel an order, refuse delivery, receive compensation, or obtain a refund.

Lost Packages

If an order is confirmed lost in transit by the shipping carrier, Soul Sparks Jewelry may, at its discretion:

  • Provide a replacement item; or

  • Issue a refund.

If a package is marked as delivered by the carrier, Soul Sparks Jewelry reserves the right to investigate the matter before providing any remedy.

18. INTERNATIONAL ORDERS

International orders may be subject to destination-country charges, including:

  • Import duties;

  • Customs charges;

  • Value Added Tax (VAT);

  • Brokerage fees;

  • Clearance fees;

  • Government charges;

  • Other import-related costs.

Unless expressly stated otherwise, these charges are not included in product prices or shipping charges.

Customers are solely responsible for paying all applicable duties, taxes, import fees, and related charges imposed by the destination country.

Such amounts are non-refundable.

Refusal to pay customs duties, taxes, or import fees does not entitle the customer to a refund.

19. REFUSED SHIPMENTS

If a customer:

  • Refuses delivery;

  • Refuses to pay customs duties, taxes, or import charges;

  • Fails to provide required customs information;

  • Fails to cooperate with the courier or customs authority;

  • Fails to receive or collect the shipment within the carrier’s required timeframe,

the shipment may be returned, abandoned, confiscated, destroyed, or disposed of by the courier or local authorities.

In such circumstances:

  • Original shipping charges are non-refundable;

  • Customs duties, taxes, and import fees are non-refundable;

  • Return shipping charges may be deducted from any approved refund;

  • Administrative or handling fees may be deducted from any approved refund;

  • Soul Sparks Jewelry shall not be responsible for products abandoned, confiscated, destroyed, or disposed of by customs authorities or shipping carriers.

20. PRODUCTION TIMELINES

Many Soul Sparks Jewelry pieces are made-to-order and require production time before shipment.

Production times may vary depending on:

  • Design complexity;

  • Material availability;

  • Stone sourcing;

  • Custom requests;

  • Production capacity;

  • Quality control procedures.

Production timelines are estimates only. Additional production time does not automatically entitle a customer to cancel an order, refuse delivery, receive compensation, or obtain a refund.

We will endeavor to keep customers informed of significant delays whenever reasonably possible.

21. HOW TO REQUEST A RETURN, EXCHANGE, OR WARRANTY CLAIM

To initiate a request, please contact us at:

Email: support@soulsparksjewelry.com

Please provide:

  • Order number;

  • Full name;

  • Description of the issue;

  • Photographs or videos showing the problem;

  • Photographs of the packaging, where relevant.

Our team will review your request within one to two (1-2) business days.

If approved, we will provide return instructions and, where applicable, a prepaid return label.

Please do not send any item back before receiving written approval and return instructions from Soul Sparks Jewelry.

22. TWO-YEAR LIMITED WARRANTY

Every Soul Sparks Jewelry piece is covered by a Two-Year Limited Warranty against manufacturing defects, subject to the terms and exclusions below.

The warranty begins from the date of delivery.

Warranty Coverage

The warranty may include:

  • Repair of manufacturing defects in workmanship;

  • Repair or replacement of gemstones that become loose or fall out due to a manufacturing defect;

  • Replating service where abnormal fading is determined by Soul Sparks Jewelry, after inspection, to result from a manufacturing defect and not from normal wear, chemical exposure, improper care, or misuse.

Warranty remedies are determined by Soul Sparks Jewelry following inspection.

Warranty Exclusions

The warranty does not cover:

  • Normal wear and tear;

  • Scratches, dents, bending, or impact damage;

  • Loss or theft;

  • Lost stones caused by impact, misuse, or damage after delivery;

  • Bent prongs, clasps, chains, links, or components;

  • Chain stretching, twisting, tangling, or breakage caused by pulling or misuse;

  • Tarnishing, fading, discoloration, or plating wear caused by chemicals, moisture, perfumes, cosmetics, sweat, chlorine, seawater, improper storage, or failure to follow care instructions;

  • Unauthorized repairs, resizing, polishing, plating, modifications, or alterations by a third party;

  • Damage caused by accidents, misuse, negligence, or improper handling.

Customers may be responsible for shipping costs associated with warranty services unless otherwise required by applicable law.

23. LIMITATION OF REMEDIES

To the maximum extent permitted by applicable law, Soul Sparks Jewelry’s liability in relation to any order shall be limited to the purchase price paid for the affected product.

Soul Sparks Jewelry shall not be liable for indirect, incidental, special, emotional, reputational, or consequential losses, including losses arising from delayed delivery, missed occasions, personal disappointment, or third-party expenses.

Nothing in this section limits any liability that cannot lawfully be limited or excluded under applicable law.

24. FORCE MAJEURE

Soul Sparks Jewelry shall not be liable for any delay or failure to perform its obligations resulting from events beyond its reasonable control, including:

  • Natural disasters;

  • Severe weather;

  • Pandemics;

  • Government actions;

  • Customs delays;

  • Transportation disruptions;

  • Carrier interruptions;

  • Cyber incidents;

  • Labor disputes;

  • Acts of war;

  • Acts of terrorism;

  • Civil unrest;

  • Any other event outside our reasonable control.

25. CONSUMER RIGHTS

Nothing in this Policy limits or excludes any mandatory rights available to consumers under applicable law.

For customers in the United Arab Emirates, statutory consumer rights under applicable UAE consumer protection legislation shall prevail in the event of any conflict.

26. GOVERNING LAW

This Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates.

Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts of Dubai, United Arab Emirates, unless otherwise required by mandatory consumer protection laws.

CONTACT US

Soul Sparks Jewelry L.L.C-FZ
Dubai, United Arab Emirates

Email: support@soulsparksjewelry.com
Website: www.soulsparks.store

At Soul Sparks Jewelry, our goal is to combine elegance with trust by maintaining a fair, transparent, and legally compliant policy that protects both our customers and our brand.