Refund policy

We have a 7-day return policy for standard, non-customized items, which means you have 7 days after receiving your item to request a return or exchange.

Customized and personalized items are final sale and non-refundable.

Return Eligibility

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at hello@solandwind.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Custom Orders & Deposits

  • Custom Products: Custom orders (including personalized crystal bracelets, raw stone bowls, and special design requests) are strictly non-refundable once production has begun.

  • Deposits: The 20% deposit required for custom orders is non-refundable.

Natural Crystal Characteristics & Aftercare

Please note that all of our products are made from natural crystals. Natural variations in texture, ice cracks, inclusions, color variations, or minor mineral pits are inherent characteristics of natural gemstones and are not considered quality defects or damages. We welcome inquiries, extra photos, and video viewings prior to purchase to ensure you are confident in your selection.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

In addition to custom products, we cannot accept returns on:

  • Customized or personalized goods

  • Sale items or gift cards

  • Personal care goods or hazardous materials

Exchanges

The fastest way to ensure you get what you want is to return the non-custom item you have (within the 7-day window), and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return standard (non-customized) orders within 14 days for any reason. Custom products remain exempt under standard EU regulations.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@solandwind.com.