Returns & Refund Policy
Returns & Refund
We hope you are happy with your purchase, but if you wish to return your item, please follow the below steps:
If for any reason you change your mind, we are more than happy to provide a refund. To be eligible for the refund, please ensure that the goods are returned to us within 30 days of the order date and that they are in their original condition, un- opened, unused, and in the original packaging.
However, please note that due to hygiene reasons, we are unable to offer a refund or exchange on any product that has been used. You must notify us within 14 days of receiving your order and return your order to us within 30 days. For authorised returns, please pack the product carefully in our original packing to avoid damage in transit. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Returns are always on us and free of charge. To start a return, please contact info@thesunandmysoul.com. If your return is accepted, we’ll send you a return label to print out so you can send your package back to us. Returning items without first requesting it will not be accepted.
For authorised returns, please pack the product carefully in our original packing to avoid damage in transit.
Any product returned where we have hand written a gift message or gift wrapped the product you purchased, this order will be subject to a 25% restocking fee.
If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Shipping costs paid for any products purchased from us are non-refundable.
You can always contact us for any return questions at info@thesunandmysoul.com.
Unfortunately, we cannot accept returns on any product which has been used, and sale items.
Damages and issues
If you have an issue with your order please email info@thesunandmysoul.com within 48 hours of receiving goods quoting your order number.
Occasionally products can get damaged in transit. If this occurs, please email us with a photograph of the damage so that we can arrange a replacement.
Candle Usage Disclaimer
Our crystal candles are crafted with utmost care, and to ensure a delightful experience, we strongly recommend following the provided candle care and safety instructions. Please refer to the comprehensive guide included in each package, which outlines essential steps, such as removing crystals before or after the first burn and maintaining the wick at a length of approximately 5 mm.
Failure to adhere to these guidelines, including difficulties in relighting the candle due to crystal placement, is beyond our control. In such instances, we regret that we cannot offer refunds or replacements.
For optimal enjoyment of our crystal candles, please carefully read and follow the instructions provided. If you have any questions or concerns, feel free to reach out to our customer support team at info@thesunandmysoul.com. We appreciate your understanding and cooperation.
Compensation policy for damage and loss.
Claims for damage and loss must be made within 80 calendar days of the date of posting, or no claim will be entertained. We have no legal liability for any loss if at the time of the claim 80 days has expired from the date of posting. We advise customers to claim as soon as possible after an event has occurred to enable enquiries to be made promptly.
Unfortunately Royal Mail themselves do state that on rare occasions it can take up to 10 working days to deliver parcels due to delays in the postal system. Despite this being completely outside our control we understand that through experience, once items are delayed they do turn up after a couple of days.
As such, our general policy is to wait until the full 10 working days have elapsed before taking further action in the way of sending a replacement or refund, as in most cases, the parcel does arrive in this time frame.
Apologies for the inconvenience and please let us know if you have any other concerns.
If you haven’t received your order within 10 working days of shipping, send us an email to info@thesunandmysoul.com.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.