Refund policy

CANCELLATIONS:

Cancellations or any changes must be communicated within 12 hours of placing an order. Please email us at Merina@MerSeaStudio.ca or contact us here. Once custom work has been started, it cannot be cancelled.

RETURNS:
Your satisfaction is important to us and we work hard to produce top-notch quality products. 

All custom pieces are personalized and hand-crafted to order. Therefore, Custom Orders are FINAL. Exceptions to this are:

  • Product delivered is different to what was ordered. 
  • A mistake was made from our end.
  • Product is faulty or damaged at arrival.      

    Every return must be pre-authorized by us with no exception. Unauthorized returns won’t be accepted. 

    • Customer is responsible for return shipping charge. 
    • We do not refund shipping costs unless return was caused by a mistake made on our end or the item is faulty.

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or missing refunds
    If you haven’t received a refund yet, first check your bank account again. 
    Then contact your credit card company, it may take some time before your refund is officially posted.


    Next contact your bank. There is often some processing time before a refund is posted.


    If you’ve done all of this and you still have not received your refund yet, please email us at Merina@MerSeaStudio.ca or contact     us here.

    EXCHANGES:
    Due to the personalized features of all our pieces, exchange eligibility will be determined on a case by case basis. Most of the times we will have to re-work on the custom piece if there is a need for exchanging.

    Please email us at Merina@MerSeaStudio.ca or contact us here for further assistance. 

    Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

    JEWELRY REPAIR
    Dainty pieces are beautiful to wear yet they can be delicate at the same time. At CA Souls we have you covered if anything happens to your piece. Please email us at Merina@MerSeaStudio.ca or contact us here to submit your repair request. All repairs must be authorized in advance. 

    • Within 30 days of order's arrival: Shipping charges and repair cost are on us. 

    • Within 31 to 60 days of order's arrival: Repair cost is free. Customer is responsible for shipping both ways. 

    • After 60 days of order’s arrival: We charge $6 per item to repair, repair cost is subject to increase if part replacement is necessary. Customer is responsible for shipping both ways.

      LENGTH MODIFICATION
      If for some reason the size you picked did not fit perfectly, pPlease email us at Merina@MerSeaStudio.ca or contact us here to submit your modification request. We can help with the following: 

      • Your piece is too long and shortening is needed: We will adjust it for you with a “re-work” fee of $25 per item. 

      • Your piece is too short and extra length is needed: We will adjust it for you with a “re-work” fee of $25 per item, plus the cost of materials. 

        Customer is responsible for shipping both ways.

        Sale items (if applicable) 
        Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

        Gifts 
        If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

        If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

        Shipping 
        To return your product, please contact us for instructions. 

        You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

        Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

        If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.