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Complementary shipping on orders over $300usd
On orders over $200, receive a quartz intuitively selected for you.

Refund policy

At SoulPetal, every piece is created with care, intention, and attention to detail. Because many of our pieces are curated or preserved to become timeless keepsakes, our return and cancellation policies are designed to protect their quality and their meaning. Please take a moment to read through this policy before completing your order.

Candles

We accept exchanges on candles within 8 days of delivery, provided the item is unused and in its original condition.

Return shipping costs are the responsibility of the customer.

Precious Stones & Crystals

Due to their natural and delicate nature, returns are not accepted on precious stones or crystals unless the item arrives damaged.

If this occurs, please notify us within 8 days of delivery and include clear photos so we can arrange a replacement.

Eternal & Preserved Roses

Each SoulPetal rose is individually curated and preserved. For this reason, all sales are final, and we do not offer returns or exchanges on eternal roses. This policy allows us to maintain the highest standards of quality, care, and exclusivity.

If your rose arrives damaged due to transit, please contact us within 48 hours of delivery with photos, and we will be happy to assist you in resolving the issue.

Custom & Personalized Orders

Personalized pieces are created specifically for you and cannot be canceled or modified once production begins.

Order Cancellations

If you wish to cancel your order before it has been dispatched, you may choose between two options:

  • Store credit — receive a credit for the full value of your order, valid toward a future purchase with no expiration date.
  • Refund — receive a refund of your order's value, less the payment processing fees already applied (primarily the credit card processing fee, approximately 2.4% of the order value + $0.30 USD). This deduction reflects fees that are not returned to SoulPetal by the payment processor.

Once an order has been dispatched, it can no longer be canceled and no refund will be issued. At that point, the return policies outlined above apply according to the type of product.

Orders Flagged for Fraud Review

For the safety of our customers and our brand, some orders may be automatically flagged by our platform as a potential fraud risk before being dispatched. When this happens:

  • We attempt to contact the customer through the available channels (email, phone, and/or WhatsApp) to verify the order.
  • If we do not receive a response, we make at least 3 additional attempts to reach out.
  • If, after 7 calendar days from our first attempt to make contact, we are unable to verify the order, SoulPetal reserves the right to cancel the order for security reasons.
  • In these cases, SoulPetal is not responsible for issuing a refund, as the cancellation results from our inability to verify the legitimacy of the order rather than from a unilateral decision by SoulPetal.

By placing an order with SoulPetal, customers agree to these terms. For any order flagged for fraud review, SoulPetal retains a record of every contact attempt made, including date, channel, and content, as documentation. Should a payment dispute or chargeback be filed on an order in this situation, SoulPetal will provide this documentation to the payment processor as evidence that good-faith attempts were made to verify and resolve the order with the customer before any decision was taken.

General Notes

  • SoulPetal operates exclusively through online sales. As purchases are made through soulpetal.shop rather than in person or door-to-door, no statutory cooling-off or "right of withdrawal" period applies after a purchase is completed.
  • Any refund request related to product damage requires clear photos of the item received, submitted within the timeframe indicated for that category. SoulPetal reserves the right to request additional evidence before approving a refund, exchange, or replacement.
  • SoulPetal reserves the right to update this policy at any time. The version published on soulpetal.shop at the time of purchase is the version that applies.