Return & Refund Policy
Return Policy
At Soul Crafters, we strive for 100% customer satisfaction. If you are not completely happy with your order, we are here to help you sort it out. You can return eligible items within the legal withdrawal period described below.
1. Return Conditions
For standard, non-personalized products, you generally have the right to return your order within 14 days of receipt without giving a reason, subject to the applicable legal requirements.
The withdrawal period begins the day after your product is delivered. If your order contains multiple products that are delivered separately, the withdrawal period begins when the final product is delivered.
Conditions for a Valid Return
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Original Condition: Items must be returned in an unused condition and should show no signs of use beyond what is reasonably necessary to inspect the product. Where reasonably possible, products should be returned in their original packaging.
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Complete Product: All components, accessories and other parts included with the product should be returned.
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Custom Products: Personalized and custom-made products, such as Custom Paint by Numbers kits created from your own photo, cannot be returned simply because you changed your mind. This does not affect your legal rights if the product is defective or does not conform to the agreement.
🚨 Important Warning: Refusing an order at your door does not count as a valid return. Please accept the delivery first and then follow the proper return process outlined below.
2. How to Return Your Order
Step 1: Contact Us Before Returning Your Order
Before sending a product back, please contact our customer support team at:
Please include your order number and briefly explain that you wish to return the product. Please, before returning
Important: Please contact us at info@soul-crafters.com before sending your return. Do not send your order back without contacting us first.
This is important because we need to identify your order and confirm your return with you. If a package is returned without prior contact, we may not be able to identify the sender or process your refund.
Once your return has been confirmed, please send your package to:
Soul Crafters / JW Quality E-Commerce
Grefkenstraat 20
6443 EK Brunssum
The Netherlands
Please always use Track & Trace and keep your proof of shipment until your refund has been completed.
❤️ Your Return Can Make a Difference
At Soul Crafters, we believe creativity can be more than just a hobby. It can provide a moment of calm, self-expression and connection — especially for people going through difficult periods in their lives.
We therefore aim to work with a charitable organization that supports people experiencing mental health challenges and psychological difficulties.
Where possible, eligible unopened and unused returned products may be donated through our charity partner rather than going to waste. These creative kits can potentially be used in programs and activities that give people an opportunity to create, relax and experience a positive moment.
This may include:
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Mental health and wellbeing programs;
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Creative activities in care facilities and community organizations;
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Programs supporting people experiencing psychological difficulties;
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Activities designed to promote relaxation, self-expression and connection;
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Creative initiatives for people who may not otherwise have access to art and craft materials.
Our goal is simple: your return should have the potential to create another meaningful moment for someone else.
Any charitable donation is subject to the condition of the returned product, applicable hygiene and safety requirements, and the arrangements with our charity partner.
Step 2: Prepare & Ship Your Return
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Pack the product carefully to prevent damage during transit.
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Include all relevant components and accessories.
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Send the package to the return address provided by our customer support team.
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Use a shipping service with Track & Trace and keep your proof of shipment.
Please do not send a return to our business address unless we have specifically instructed you to do so.
3. Costs and Responsibilities
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Customer Responsibility: Unless applicable law requires otherwise, the direct cost of returning a product is the responsibility of the customer when exercising the right of withdrawal.
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Risk of Return: The customer is responsible for the product until it has been received by us or the designated return destination.
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Tracking Requirement: We strongly recommend using a shipping service with Track & Trace and keeping your tracking information until the return has been processed.
If a product is returned because it is defective, damaged, incorrect or otherwise does not conform to the agreement, please contact us first. In such cases, different rules regarding return costs and remedies may apply.
4. Refunds
Once we receive the returned item, we will process your refund within the applicable legal period.
The refund will normally be issued to the original payment method used for the order.
Where applicable under consumer law, we may withhold the refund until we have received the returned goods or until you have provided valid proof that you have sent them back, whichever occurs first.
If you exercise your legal right of withdrawal, we will refund the applicable standard delivery costs paid for the original shipment where required by law. Additional costs resulting from choosing a more expensive delivery option are not necessarily refundable.
If the value of the product has decreased because it was handled more extensively than necessary to establish its nature, characteristics and functioning, we may deduct the applicable reduction in value where legally permitted.
5. Custom & Personalized Products
Custom and personalized products are made specifically for you and therefore cannot generally be returned simply because you have changed your mind.
This includes, for example:
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Custom Paint by Numbers kits/Diamond Painting/Embroidery kit/Puzzles created from your own photograph;
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Personalized artwork;
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Other products specifically created according to your personal specifications.
Once production of a custom product has started, cancellation due to a change of mind, an incorrectly supplied photo or personal dissatisfaction with the chosen design is generally not possible.
However, custom products remain covered by applicable consumer rights. If your custom product arrives damaged, defective, incomplete or materially different from what you ordered, please contact us and we will work with you to find an appropriate solution.
6. Your Legal Guarantee (Conformity of Goods)
In addition to your right of withdrawal where applicable, you may have statutory rights relating to the conformity and quality of the products you purchase.
These rights apply in accordance with the mandatory consumer protection laws applicable to your country.
If a product is defective, incomplete, damaged on arrival or does not correspond with the product description, please contact our support team with your order number and, where possible, photographs or videos showing the issue.
We will assess the issue and, where appropriate, offer a remedy such as replacement, repair, price reduction or refund, depending on the circumstances and applicable law.
The legal guarantee does not generally cover damage caused by misuse, improper handling, modifications, accidents or normal wear and tear.
7. Processing & Delivery Times
Soul Crafters ships orders free to customers worldwide.
Standard Products
For standard, non-personalized products:
Processing time: 1–4 business days
Estimated delivery time: 5–7 business days
Processing time is the time required to prepare and process your order before it is handed over for shipment.
Delivery time begins once the order has been processed and shipped.
Custom Products
Custom and personalized products require additional preparation because they are created specifically according to your order.
Therefore, custom products may require a longer processing time than standard products.
The estimated processing time for a custom product will be communicated on the relevant product page or during the ordering process where applicable.
Once the custom product has been processed and shipped, the estimated delivery time is generally 5–7 business days.
Important Delivery Information
The delivery times above are estimates and apply to our normal worldwide shipping service.
Actual delivery times can occasionally be affected by circumstances outside our reasonable control, including:
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Customs clearance;
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Local postal or courier delays;
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Public holidays;
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Severe weather;
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Transport disruptions;
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Incorrect or incomplete delivery information;
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Other unforeseen logistical circumstances.
Such circumstances may result in a longer delivery time.
8. Formal Withdrawal Requests
If you wish to formally exercise your legal right of withdrawal, please contact us at:
Please include your order number and clearly state that you wish to withdraw from the purchase.
We will provide you with the appropriate return instructions.
9. Contact Us
If you have any questions or need assistance with your return, please reach out to our customer support team. We're happy to help.
Soul Crafters
JW Quality E-Commerce
Grefkenstraat 20
6443 EK Brunssum
The Netherlands
Email: info@soul-crafters.com
KVK: 85061913
VAT: NL004045784B71