Refund policy
Returns & Refunds
At StoneSet Shop, many of our products are manufactured, blended or packed to order and have limited shelf lives. Please read the following carefully before placing your order.
Change of Mind Returns
StoneSet does not accept returns for change of mind purchases.
Where StoneSet agrees to accept a return at its discretion, returned goods:
- must be requested within 30 days of purchase;
- must be unused, unopened and in original condition;
- must be approved by StoneSet prior to return;
- will incur a 20% restocking fee; and
- return freight costs are the responsibility of the customer.
Products That Cannot Be Returned
For quality, shelf life and contamination reasons, we cannot accept returns for:
- opened resin kits;
- opened stone bags;
- partially used products;
- products damaged due to storage, handling, environmental exposure or application after delivery;
- custom, blended or made-to-order goods unless faulty.
Faulty or Damaged Goods
If you believe your order contains faulty goods, please contact StoneSet as soon as possible with:
- order number;
- photographs;
- batch labels (where applicable);
- description of the issue.
All claims will be thoroughly assessed to determine whether the issue relates to:
- manufacturing or production processes; or
- handling, storage, transport, environmental exposure or application after dispatch.
Where a product is confirmed to be faulty due to manufacture, StoneSet may offer replacement, repair, refund or another remedy as required.
Delivery Issues
StoneSet dispatches products promptly but delivery services are performed by independent third-party couriers.
If goods arrive damaged in transit, customers must notify the courier directly and follow the courier's claims process. StoneSet will reasonably assist with information where available.
Australian Consumer Law
Nothing in this policy excludes, limits or replaces any rights you may have under Australian Consumer Law.