Refund policy

Returns & Refund Policy

At SoulStone.co, we want you to be happy with your purchase. This policy works alongside your rights under the Australian Consumer Law, which cannot be excluded or limited.

Crystals

As every crystal is a unique natural product, variations in colour, shape, inclusions, texture and pattern are normal and are not considered faults.

We do not offer refunds or exchanges for change of mind. Please review all photos and product descriptions carefully before purchasing.

If your crystal arrives damaged, defective or incorrect, please contact us within 48 hours of delivery with photographs of the item and packaging so we can assist you.

Clothing & Merchandise

We accept returns for clothing and merchandise due to change of mind within 14 days of delivery, provided the item is:

Unused and unworn

In its original condition

With all tags and packaging attached

Return postage for change-of-mind purchases is the customer's responsibility.

For hygiene reasons, earrings and other personal-use items cannot be returned unless they are faulty.

Psychic Readings

Due to the personalised and digital nature of psychic, tarot, oracle and mediumship readings, all reading purchases are final once the reading has begun or has been delivered.

If you accidentally purchase the wrong reading and it has not yet been started, please contact us as soon as possible. We may be able to change your booking or issue a refund at our discretion.

If we are unable to complete your reading, you will receive either:

A full refund, or

The option to reschedule.

Readings purchased during TikTok Live must be redeemed during the same live session unless otherwise agreed. Unredeemed live readings are considered fulfilled and are not refundable.

Damaged or Incorrect Orders

If you receive an item that is damaged, faulty or incorrect, please contact us within 48 hours of delivery with:

Your order number

Photos of the item

Photos of the packaging

 We will assess the issue and arrange an appropriate remedy in accordance with Australian Consumer Law. 

 Refund Processing

 Approved refunds will be processed back to your original payment method. Processing times may vary depending on your payment provider.

Australian Consumer Law

If a product or service has a major fault or fails to meet consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy as required by law. 

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. If a product or service has a major fault or fails to meet consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy as required by law. �