Refund policy

Welcome to DeepSoulStones, your destination for natural crystal trees, crystal ornaments and accessories.

All products are made of natural raw crystals and handcrafted. Natural inclusions, ice cracks, color veins, texture and slight size differences are normal natural characteristics and not considered quality issues. By placing an order, you agree to these natural traits. We do not offer general item exchange service, only returns and replacements are allowed under the following terms.


1. Order Inspection

Please inspect your package within 48 hours upon delivery. Keep the original packaging and take clear photos/videos if any issue occurs. No after-sales claims will be accepted after 48 hours without valid evidence.


2. Valid Return & Replacement Cases

We accept return or replacement only if:

  • Crystal tree is severely broken, cracked or damaged during shipping;
  • Wrong item, specification or missing item delivered;
  • Received product is materially inconsistent with website description.


3. Non-Refundable & Non-Replaceable Cases

We do not accept return, replacement or exchange for:

  • Claims over 48 hours or without proof;
  • Natural crystal traits: ice cracks, inclusions, color difference, texture and minor size deviation;
  • Man-made damage, collision, dropping, self-disassembly or modification;
  • Used, stained, damaged packaging or items unfit for resale;
  • Custom items and clearance sale goods (final sale);
  • Personal subjective reasons: dislike, aesthetic difference, expectation gap or energy mismatch;
  • Any request to exchange for different style, color or size.


4. Return Rules

  • Return request must be initiated within 7 days after receiving the order.
  • Returned items must be unused, unmarked and in original packaging.
  • Contact customer service with your order number and return reason to start a return.
  • Buyer is responsible for all return shipping fees. Shipping cost is non-refundable and will be deducted from the refund.


5. Refund Processing

We will inspect returned items upon receipt. If approved, refund will be issued to your original payment method within standard business days.

If your refund is delayed:

Check your bank account, contact your credit card issuer or bank for processing delay. Contact us via email if unresolved.


6. Non-Returnable Items

Only regular-priced items are eligible for refund. Promotion and clearance items are final sale.


7. Exchange Service

Exchange is only available for same-item replacement due to factory defect or shipping damage, subject to our approval.


8. Additional Terms

  • Handmade crystal size and weight have a normal tolerance of ±5%, not valid for after-sales dispute.
  • Color difference caused by lighting and screen display is normal.
  • We reserve the right of final interpretation of this policy within legal scope.
  • This policy may be updated without prior notice, please check our website for the latest version.


Contact

Email: deeprainecommerce@deepsoulstones.com


Thank you for shopping with DeepSoulStones. Your understanding is greatly appreciated.