Refund policy

At Cinnabar Soul, we want you to love your purchase. If you’re not completely satisfied, we’re here to help.

Refunds & Returns:

We comply with the Australian Consumer Law (ACL), which means you are entitled to a refund, replacement, or repair if an item:

• Is faulty, damaged, or unsafe

• Doesn’t match the description or what was promised

• Is not fit for purpose

We do not offer refunds or exchanges for:

• Change of mind

• Accidental damage after purchase

• Normal wear and tear

Broken or Damaged Jewellery:

If your jewellery item breaks, we will review the piece to determine the cause:

• If the item was a production defect and the break was not due to mishandling, we will arrange for our suppliers to repair it.

• If a repair is not possible, we will offer an exchange or refund.

• If the breakage was caused by accidental damage, misuse, or improper care, we cannot offer a refund or replacement.

To request an assessment, please email us at hello@cinnabarsoul.com with:

1. Your order number

2. A description of the issue

3. Clear photos of the damage

We will guide you through the next steps.

How to Request a Return:

1. Contact Us – Email us at hello@cinnabarsoul.com within 48 hours of receiving your order.

2. Provide Details – Include your order number, a description of the issue, and photos of the issue.

3. Return the Item – If approved, we’ll provide return instructions. Items must be in original condition unless faulty.

Processing Refunds:

• Approved refunds will be processed to your original payment method within [X] business days.

• Shipping costs are non-refundable unless the item is faulty or incorrect.

Exchanges:

If your item is faulty and eligible for a replacement, we’ll send you a new one at no additional cost. If the same item is no longer available, we'll offer you store credit to use on another item.

Custom & Personalised Items:

Custom-made or personalised products are non-refundable unless faulty.

For any questions, reach out to us at hello@cinnabarsoul.com.