Returns & Warranty

1. Personalized jewelry

Almost all of our jewelry is made to order with the name, initials, date or design that you choose. For that reason, in accordance with Article 103(c) of Spanish Royal Legislative Decree 1/2007 (General Law for the Protection of Consumers and Users), personalized jewelry has no right of withdrawal. We cannot accept its return or exchange for reasons such as that you no longer want it or are not happy with the size you chose.

This does not affect your right to a remedy if the jewelry arrives damaged, has a defect or does not match what you ordered (see sections 3 and 4).

2. Non-personalized jewelry: 14 days to return it

If you buy a piece of jewelry without engraving or personalization, you have 14 calendar days from receiving it to return it without giving any reason (right of withdrawal).

• Notify us by email at info@soulmatejewelry.net with your order number. If you wish, you can use this template: "I hereby notify you that I withdraw from my sales contract for the following item: [product], order no. [number], received on [date]. Name, address and date."
• We will tell you the return address. You must send it back within 14 days of notifying us, unused and in its original packaging.
• The cost of return shipping is at your expense.
• We will refund the amount paid, including the initial shipping costs if any, no later than 14 days after your notification. We may wait until we receive the jewelry, or until you send us proof of shipment, before issuing the refund.

3. 90-day Soulmate Warranty: we send you a new piece of jewelry

All of our jewelry has a commercial warranty of 90 days from the moment you receive it. It covers:

• Jewelry that arrives damaged or broken.
• Manufacturing defects.
• Our errors in the personalization or in the product shipped.
• Breakage during normal use.

In these cases we send you a new piece of jewelry, identical to the one you bought and with the same personalization, at no cost to you (manufacturing and shipping included). The Soulmate warranty consists of replacing the jewelry, not of refunding the money.

It does not cover: knocks, accidents, improper or negligent use, normal wear and tear from use, repairs or modifications made by third parties, or errors in the personalization details that you provided to us (for example, a name misspelled in the order).

4. Legal guarantee

Our commercial warranty does not replace or limit your rights as a consumer. If the jewelry does not conform to what you purchased, you have the legal guarantee of conformity granted to you by the applicable consumer legislation (in Spain, 3 years from delivery, under Articles 114 et seq. of the General Law for the Protection of Consumers and Users). Under it, the remedy is first the repair or replacement of the jewelry. Only if this were not possible, or were not done within a reasonable time, would you be entitled to a price reduction or a refund, as established by law.

5. How to request it

1. Write to us at info@soulmatejewelry.net with your order number.
2. Tell us what happened and attach clear photos of the jewelry and, if it arrived damaged, of the package.
3. We will reply within 24–48 business hours. If we need you to send the jewelry back, we will tell you how to do it, at no cost to you when the problem is ours.

6. Refunds

We only issue refunds in the cases where the law requires it: withdrawal for non-personalized jewelry (section 2) and the legal guarantee when it is not possible to replace the jewelry (section 4). Where applicable, refunds are made using the same payment method you used for the purchase. Depending on your bank or payment method, the money may take between 5 and 10 business days to appear in your account.

7. Questions?

Write to us at info@soulmatejewelry.net or use our contact form. We will be happy to help.