Refund policy
# Refund, Return & Exchange Policy
At Kinsoul Energy, every piece is made by hand with 100% natural pearls and gemstones. Each order includes an authenticity certificate so
you can wear your piece with complete confidence. We want you to love what you receive — and if something isn't right, we'll make it
right.
## Return Window
You have **30 days from the date your order is delivered** to request a return or exchange.
## Return Conditions
To be eligible for a return, your item must be:
- Unworn and in the same condition you received it
- Undamaged, with no signs of wear
- In its original packaging, including the linen pouch, tissue paper, meaning card, and authenticity certificate
- Accompanied by proof of purchase (your order confirmation email or order number)
**A note on natural variation:** every stone has its own color, pattern, and shape — that's not a flaw, it's what makes your bracelet
yours. The piece you receive may vary slightly from the website photos, and this is by design and not grounds for a return.
## How to Start a Return
1. Email us at **hello@kinsoulenergy.com** with your order number and the reason for your return
2. We typically respond within **24 hours**
3. We'll reply with return instructions and the return address
4. Ship the piece back in its original packaging using a tracked service
## Return Shipping
- Return shipping costs are the **responsibility of the customer**, except in the case of damaged, defective, or incorrect items, or free
size exchanges (see below)
- We strongly recommend using a tracked shipping service — we cannot be held responsible for items lost in transit on the way back to us
- Please retain proof of postage until your refund has been processed
## Refunds
Once we receive and inspect your returned item:
- Your refund is processed within **72 hours**
- Refunds are issued to the **original payment method** used at checkout
- Depending on your bank or card issuer, refunds may take an additional 5–10 business days to appear on your statement
- Original shipping charges are non-refundable unless the return is due to our error
- You will receive an email confirmation as soon as your refund has been processed
## Free Size Exchanges
If your bracelet doesn't fit, we offer **free size exchanges** within the 30-day window:
1. Email **hello@kinsoulenergy.com** with your order number and the new size you need
2. We'll send you a **prepaid return shipping label** at no cost
3. As soon as your return is in the mail, we ship the new size to you — completely free, no waiting
### Sizing Reference
| Size | Inches | Centimeters |
|---|---|---|
| S | 6.1" | 15.5 cm |
| M (most popular) | 6.7" | 17 cm |
| L | 7.3" | 18.5 cm |
| XL | 7.9" | 20 cm |
Not sure of your size? Use a credit card to quickly find your fit — bend it into a C-shape against your wrist and see how the ends meet.
Need a custom size? Email us at hello@kinsoulenergy.com with the piece you'd like and your wrist measurement, and we'll let you know
what's possible.
## Style Exchanges
We do not currently offer direct style-to-style exchanges. If you'd like a different bracelet, please return your original piece for a
refund and place a new order.
## Damaged, Defective, or Incorrect Items
Every piece is carefully inspected and documented before shipping. If your order arrives damaged, defective, or incorrect:
1. Email us at **hello@kinsoulenergy.com** as soon as you notice the issue
2. Include your order number and clear photos of the issue (and the packaging if damaged in transit)
3. We will send you a **replacement piece at no cost** — and in most cases, you do not need to return the original
We cover all costs in these situations. **No need to send anything back, no extra cost, no hassle.**
## Cord Replacement (Free with Every Order)
Every order includes a **replacement stretch cord** — so you're covered if your bracelet ever needs restringing. If you need help
restringing your piece, email us at hello@kinsoulenergy.com and we'll walk you through it. It's simpler than you think.
A stretched or broken cord is a normal part of owning a stretch bracelet and is **not considered a defect**.
## Care-Related Damage (Not Covered)
Natural stones and pearls require care. The following are **not covered** by our return or replacement policy:
- Damage from water exposure (swimming, showers, dishwashing)
- Damage from perfume, lotion, hair products, or cleaning chemicals
- Color fading from prolonged direct sunlight (especially Amethyst and Citrine)
- Damage from soaking or rinsing Lapis Lazuli (Aura pieces)
- Stretching or breakage from rough handling
A subtle patina — a soft shift in tone from being worn and loved — is completely normal and part of the organic character of natural
materials. This is not a defect.
For full care instructions, please visit our Client Care page.
## Non-Returnable Items
The following are **final sale and cannot be returned or refunded**:
- Items marked "Final Sale" at the time of purchase
- Gift cards
- Custom-sized pieces made to a specific wrist measurement
- Items damaged by the customer through wear, water, perfume, lotion, or improper care
- Items returned without their original packaging
- Items returned after the 30-day window
## International Returns
International customers may return items under the same 30-day policy.
- Return shipping is the responsibility of the customer
- Customers are responsible for any customs duties, taxes, or import fees incurred on the return
- Original shipping charges, customs duties, and import fees from the original order are non-refundable
- We recommend marking the package as "Returned Goods" on customs forms
## Lost or Stolen Packages
If your tracking shows the package was delivered but you have not received it:
1. Check with neighbors and your local post office first
2. Contact us at **hello@kinsoulenergy.com** as soon as possible
3. We'll work with the carrier to investigate
We are not responsible for packages marked "delivered" by the carrier but stolen from the delivery location. We strongly recommend using a
secure delivery address.
## Order Cancellations
We process orders within 1–3 business days. If you need to cancel your order, email **hello@kinsoulenergy.com** as soon as possible. If
your order has not yet entered our packaging process, we'll cancel it for a full refund. Once an order has been packed or shipped, it
cannot be cancelled — but you are welcome to return it under the standard return policy once it arrives.
## Questions?
We're a small team and we read every message. Whether it's about a piece, a gift, an order, or anything else — reach out anytime.
**Email:** hello@kinsoulenergy.com
**Response time:** Within 24 hours, Monday through Friday
We accept: Visa, Mastercard, American Express, Discover, Shop Pay, Apple Pay, Google Pay, and PayPal.
Thank you for choosing Kinsoul Energy. Every piece is made with care, and so is every customer relationship.
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*Last updated: April 2026*