Returns Policy

This Return Policy applies to all products purchased through:

Our Return Policy forms part of, and must be read in conjunction with, our Terms and Conditions, Privacy Policy and Shipping Policy. We reserve the right to change this Return Policy at any time.

By making a purchase through the website you declare and agree to be bound by the conditions described below. Our Refund Policy does not affect your statutory rights.

1.REFUNDS

Before placing an order on the website please note that, refunds are not always an automatic right. Stonewood Collections is not obliged to issue a refund in the following situations:

  • If you change your mind
  • If you buy the wrong size or shape
  • If you purchase the wrong product
  • No refunds will be issued for specific custom orders unless they are deemed damaged or faulty

Stonewood Collections may, at its option, offer refunds in some of these situations; however, this would be at Stonewood Collections discretion and is not a legal requirement.

 

2. RETURNS:

Customers may return unused products within 14 days of delivery for a full refund, however you must notify us within 7 days from the date you received your product about your return so we can begin the returns process, provided you comply with the following requirements.

*We will only accept returns if the product you have received is damaged or deemed faulty, we will not accept returns for products that have been used for hygiene purposes. We will not accept returns that have been mistreated by the customer and we will not accept returns for the following.

  • If you change your mind
  • If you buy the wrong size or shape
  • If you purchase the wrong product
  • No returns will be accepted for specific custom orders unless they are deemed damaged or faulty

*We will pay the return shipping costs if the return is an error of Stonewood Collections for example (if you have received the wrong product).

*Customers should expect to receive they’re  refund within three – four weeks of giving your parcel to the return carrier, however, in many cases you will receive the refund in a quicker amount of time. This procedure includes transit time for our business to receive your return from the relevant carrier (5 to 10 business days), the time it takes us to process your return once we receive your parcel (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

*If you do not meet the above requirements we may dismiss your claim to return.

If you wish to return a product please email us at stonewoodcollections@outlook.com with your order number along with details about the product you would like to return and clear photographic evidence of the problem.

3.DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

Australian Consumer Law, which forms part of Schedule 2 of the Competition and Consumer Law 2010. As an Australian consumer, you are entitled to replacement or refund in the event of serious breakdown and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods are not of acceptable quality.

In accordance with the provisions of the Australian Consumer Law, we will only make exchanges or refunds for our products if at the time of receipt of the package, the products are faulty, damaged or incorrect.

If your item is damaged on arrival clear, photographic evidence must be provided along with your original invoice. When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the packaging to show some wear and tear once delivered because of the shipping process. If the product is damaged, defective or incorrect, please contact us immediately.

Please note: Stonewood Collections will not exchange or refund products that have been damaged, misused, or mistreated by the customer. Stonewood Collections reserves the right to inspect all returned items for damage and defects.

4. REQUIREMENTS AND INSTRUCTIONS

To make an exchange or refund request, you must meet the following requirements:

  • You must contact us within 7 days of receiving your product
  • Full name of the person who placed the order.
  • The product must be sealed and in the same condition in which you received it (unmarked, unaltered and undamaged). To ensure a quick resolution, please retain the original shipping package and the damaged product for inspection.
  • To request an exchange or refund of the product, we require proof of purchase in the form of a receipt, as well as a photo of the defective, damaged or wrong item.

Please send the request with the required information to the following email address:

Once the exchange or refund request has been reviewed and approved, the replacement item will be dispatched to you within 2 to 3 working days free of charge in the case of selecting the exchange of the product. In the case of selecting the refund, the refund will be made via the original payment method within 2 to 5 working days (refund times may vary depending on your financial institution). If after that time you have not received a refund, please contact us through our contact information.