RETURN AND EXCHANGE POLICY

The Return/Exchange link can be found  in this page below. 

Please read the policy carefully before placing your request:

Every piece we make is handmade, by hand, from natural stones and materials, which means no two are ever exactly alike. We put a lot of care into each order, and we want you to feel good about what arrives at your door. Please take a moment to read this policy before ordering, so you know exactly what to expect. By completing your purchase, you confirm that you've read and agreed to these terms.

We offer a 7-day return and exchange window from the day you receive your order, subject to the conditions below.

1. Condition of Returned Items

For us to accept a return or exchange, the item needs to come back to us unworn, unused, and in its original condition, with all tags and packaging intact. Once a piece has been worn or used, we're unable to resell it, so we can't take it back; we hope you understand.

2. When We Accept Returns & Exchanges

  • Manufacturing defect: if your item arrives with a genuine fault, such as a broken elastic band, a broken or faulty component, or major cracks, you can choose a replacement or a refund (see Section 7).
  • Wrong item delivered: if we sent you the wrong item, we'll send the correct one as a free replacement. That one's on us.
  • Wrong size delivered: if the size you received doesn't match what's stated in the product description, we'll send a free replacement in the correct size.
  • Correct size, but it doesn't fit you: if you received the size you ordered but it doesn't fit, we're happy to resize it for a replacement fee of AED 25. Since this isn't a fault on our side, a small handling fee applies.
  • Change of mind or other reasons: we'll gladly arrange a replacement (subject to approval) with a fee of AED 25 plus any price difference. If the new item costs less, we'll refund the difference as store credit.

3. What Counts as a Defect

A defect is a clearly broken or faulty component that's present when your order reaches you, for example a broken elastic band, broken metal pieces, or major cracks. We also stand behind faults that show up from poor manufacturing during normal use, like a clasp that fails the very first time you wear it. What it doesn't cover is everyday wear, accidental damage, or misuse.

4. What We Don't Consider a Defect

Because everything is handmade from natural materials, a few things are simply part of their character, not flaws. The following aren't accepted as reasons for return:

  • Handmade touches: small irregularities that come with handcrafting and natural materials, such as stones, crystals, threads, rudraksha seeds, wood and metal components, and hand-poured wax.
  • The nature of natural stones: inclusions, crystal layers, minor surface marks, and color shifts are all normal. Each stone is genuinely one of a kind, so your piece may look a little different from the photos. We choose every stone for its own distinct qualities; these are features that make your piece uniquely yours, not defects.
  • Color variation within the same type of stone.
  • Fit: an item not fitting a part of your body isn't a defect (see Section 2 for resizing).
  • Water, moisture, or care-related damage: anything caused by exposure to water or moisture, or by not following our Care Instructions.
  • Address delays: please double-check your shipping details at checkout. We can't accept cancellations or refunds for delays caused by an incomplete or incorrect address.

5. A Note on Certification

Lab certification for handmade pieces is genuinely expensive and impractical at our scale, so we don't provide it; but we fully guarantee the authenticity of what we sell. If you're ever unsure, you're welcome to have your item tested at your own cost at a government-accredited gemstone lab within 7 days of receipt. If it turns out to be non-authentic, we'll refund both the product cost and your testing fee. If it's confirmed authentic, no reimbursement applies. We're unable to consider an authenticity claim without a valid lab report.

6. Order Cancellation

Once an order is confirmed, we're unable to cancel it. For Cash on Delivery orders, cancellation isn't possible once the order has been placed and delivered.

7. How Refunds Work

Refunds apply where an item arrives defective or damaged, is the wrong item, or is missing from your order. Please let us know as soon as you spot anything, so we can put it right quickly.

  • Card payments: refunded to the original card. Depending on your bank, it can take up to 30 banking days to appear in your account. That timeline sits with your bank, not us.
  • Cash on Delivery: our courier partners don't offer a cash-refund service for COD orders, and we choose not to hold your bank details by default to keep your financial information safe. So COD refunds are issued as store credit, valid for 365 days. If you'd prefer a bank transfer for an eligible defective, incorrect, or missing item, just ask and we'll arrange it. Please note the AED 10 COD fee isn't refundable.

For replacements, please allow us 4–5 business days to process, though we'll always try to be quicker.

8. Sale Items & Gift Cards

Gift cards are a form of virtual store credit, so they can't be refunded. Sale items can't be returned for a change of mind, but if one reaches you defective, incorrect, or damaged in transit, we'll absolutely take care of it under Section 2.

9. How to Reach Us for a Return or Exchange

Please give your order a quick look when it arrives, and get in touch right away if anything's defective, damaged, or incorrect. You can reach us in whichever way is easiest for you:

  • Email us at support@rawspiritual.com
  • Or simply message us on the WhatsApp number you received your order details from when you placed your order
  • Or follow instructions using the below link:

*Before initiating a request, you confirm that you've read and agreed to this Return & Exchange Policy. Thank you for supporting our artisans; it means a great deal to us.

Once your request is approved, we'll send you the return instructions. Please wait for our authorization before sending anything back, as items returned without it can't be accepted.

10. A Gentle Disclaimer

The use of healing crystals and rudraksha rests on individual faith and belief. The information we share comes from publicly available sources, traditional wisdom, and lived experience; we don't promise any specific health, financial, or psychological outcome, and our products aren't a substitute for medical care or common sense. By purchasing, you're confirming that you've done your own research and made a choice that feels right for you.