Refund policy
At Stone and Scents, we want you to feel confident when placing your order. This Return and Refund Policy explains your rights and the conditions applicable to returns, cancellations, damaged products and refunds.
For assistance, contact us at:
Email: info@stoneandscents.com
1. Right to Cancel Your Purchase
Customers purchasing online may request to cancel and return their order within 14 calendar days from the date the order is delivered, without having to provide a reason.
To exercise your right of withdrawal, email info@stoneandscents.com before the 14-day period expires.
Please include:
- Your full name;
- Order number;
- Email address used for the purchase;
- Products you wish to return;
- A clear statement confirming that you wish to cancel the purchase.
After notifying us, you must send the products back within a further 14 calendar days.
2. Return Conditions
Returned products must:
- Be returned with their original packaging, labels and accessories;
- Be handled only as necessary to inspect their nature, characteristics and condition;
- Not be damaged through misuse, negligence or improper storage;
- Include any gifts, complimentary products or promotional items supplied with the order.
Products sold as part of a set, bundle or promotional pack must be returned as a complete set, unless an individual product is defective, damaged or incorrect.
Customers may be responsible for any reduction in the product’s value caused by handling beyond what would reasonably be permitted when inspecting the product.
3. Opened or Used Perfumes
Perfumes that have been opened, sprayed or used may be subject to a deduction from the refund where their value has been reduced.
Where a product has a protective or tamper-evident seal, the right to return an unsealed product may be restricted where permitted by applicable consumer law.
This restriction does not apply when the product is defective, damaged, incorrectly supplied or materially different from its description.
4. Damaged, Defective or Incorrect Products
Please inspect your order when it arrives.
Contact us as soon as possible if your order:
- Arrives damaged;
- Contains a defective or leaking product;
- Contains the wrong item;
- Is incomplete;
- Is materially different from the product ordered.
Email info@stoneandscents.com with your order number and clear photographs or videos showing the problem.
Where the claim is accepted, Stone and Scents may offer, depending on the circumstances:
- A replacement;
- A full or partial refund;
- Reshipment of the missing or incorrect product;
- A prepaid return method where a return is required.
Customers will not be charged return shipping for verified damaged, defective or incorrectly supplied products.
Nothing in this policy limits your statutory consumer rights.
5. Return Shipping Costs
For returns made because the customer has changed their mind, the customer is normally responsible for the return shipping costs.
We recommend using a tracked shipping service and keeping the shipping receipt until the return has been processed.
Stone and Scents is not responsible for return parcels that are lost or damaged before being delivered to the designated return facility, unless the return was sent using a prepaid label supplied by us.
Do not return products without first contacting our customer service team. The correct return destination will be provided by email.
Returns sent to an unauthorised address may not be accepted or refunded.
6. Refunds
Once the return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Where legally required, the refund will include the original standard delivery charge. Additional amounts paid for premium, express or upgraded shipping may not be refundable beyond the cost of the standard delivery option.
We may withhold the refund until:
- The returned products have been received; or
- The customer provides acceptable evidence that the products have been shipped back.
Refunds will be processed within 14 calendar days after the applicable refund conditions have been met.
After the refund is issued, your bank, credit card provider or payment service may require additional processing time before the funds appear in your account.
7. Order Cancellations Before Dispatch
To request an order cancellation, contact info@stoneandscents.com as soon as possible.
We cannot guarantee cancellation once an order has entered processing or has already been dispatched.
When an order has already been shipped, the customer must wait for delivery and follow the standard return procedure.
8. Refused and Uncollected Deliveries
Customers are responsible for providing a complete and accurate delivery address and for collecting their parcel when required.
When an order is refused, left uncollected or returned because of an incorrect or incomplete address, reasonable shipping and return costs may be deducted from the refund, where permitted by law.
Orders marked as delivered by the carrier will be reviewed individually. Customers should also check with household members, neighbours, reception areas and the local delivery provider before submitting a claim.
9. Exchanges
We do not guarantee direct exchanges.
The quickest way to receive a different product is normally to return the eligible product and place a new order separately.
Defective, damaged or incorrectly supplied products may be replaced without requiring a new purchase.
10. Promotional Products and Free Gifts
Free gifts and promotional items must be returned when the main qualifying order is returned in full.
When a promotional gift is not returned, its advertised or reasonable retail value may be deducted from the refund, where permitted by law.
11. Contact Information
For return requests, refund questions or problems with an order, contact:
Stone and Scents
Email: info@stoneandscents.com
Online store: Stone and Scents
Please do not send products to an address found on a parcel, invoice or payment statement without receiving return instructions from us first.
12. Applicable Consumer Rights
This policy applies alongside the mandatory consumer protection laws of the country in which the customer resides.
Where local consumer law provides greater protection than this policy, the mandatory local consumer law will apply.
