Refund policy
Return & Refund Policy
At Serenity Soul Stones, we carefully package collector mineral specimens, crystal carvings, and natural display pieces with protection and presentation in mind.
Because many items are natural, one-of-a-kind, and may contain delicate crystal formations, we encourage customers to review all product photos and descriptions before purchasing.
Returns & Eligibility
Returns may be requested within 7 days of delivery for eligible items.
To qualify for a return:
- The item must arrive back in original condition
- The item must be unused and unaltered
- The customer must contact us before sending a return
Return shipping costs are the responsibility of the customer unless the return is due to shipping damage or order error.
Damaged Items
If your order arrives damaged during transit, please contact us within 48 hours of delivery.
Please include:
- Photos of the damaged item
- Photos of the shipping box and packaging
- Your order number
We work to resolve shipping damage claims quickly and fairly.
Depending on the situation, we may offer:
- Replacement (when available)
- Store credit
- Partial refund
- Full refund
Non-Returnable Items
The following items may not qualify for return:
- Final sale items
- Custom orders
- Items damaged after delivery
- Natural mineral specimens with characteristics clearly shown in photos or descriptions
Because minerals are natural formations, variations, inclusions, surface texture, and natural imperfections are considered part of the specimen’s character.
Order Issues
If there is an issue with your order, please contact us before initiating a chargeback or dispute so we can help resolve the situation directly.
Customer satisfaction is important to us and we strive to handle concerns professionally and fairly.
Refund Processing
Approved refunds are typically processed back to the original payment method within several business days.
Processing times may vary depending on your payment provider or financial institution.
Live Sale & One-of-a-Kind Specimens
Many products sold by Serenity Soul Stones are unique, one-of-a-kind mineral specimens.
Product photos shown are of the exact item the customer will receive unless otherwise stated.
Live sale and livestream purchases may feature natural variations, matrix material, inclusions, internal fractures, or delicate formations typical of natural mineral specimens.
Contact Information
Serenity Soul Stones
Colorado, United States
Email: support@serenitysoulstones.com
Website: www.serenitysoulstones.com
Phone: 1-(720)-201-7328