Refund and Returns Policy
Delivery
At Stone Sensation, we are committed to delivering your orders safely, promptly, and efficiently. Please review the key details of our delivery process below:
- Processing Time: We strive to fulfill orders as quickly as possible. Orders are typically processed within 2 – 5 business days of placement.
- Delivery Timeframes: Once dispatched, shipping typically takes between 2 – 3 working days.
- Peak Periods: Please note that during Public Holidays and major promotional periods (such as Black Friday), minor delivery delays may occur.
- Shipping Fees:
- Shipping is calculated at checkout
- Deliveries to remote or outlying areas may be subject to an additional surcharge.
- Order Tracking: As soon as your order is on its way, you will receive an automated email containing your tracking information so you can monitor its progress.
Returns & Exchanges
We want you to be completely satisfied with your Stone Sensation purchase. To ensure a seamless experience, we offer a 30-day return and exchange window:
- The Window: You have 30 days from the date of receiving your item to request a return or an exchange.
- Eligibility Criteria: To qualify for a return or exchange, your item must be in the exact condition you received it, unused, and in its original packaging. Any promotional gifts or free items received with the purchase must also be returned.
- Proof of Purchase: A valid receipt or proof of purchase is required to process all requests.
- Exclusions: Personalised or custom made items, specific promotional goods, and gift cards cannot be redeemed for cash, refunds, or returns unless they possess a manufacturing defect.
How to Log a Return or Exchange
- Initiate the Request: Do not send items back without prior authorization. Contact our team at webmaster@stonesensation.co.za to log your request.
- Return Shipping Options:
- You may return the item to us using your preferred trackable courier service.
- Return Address: Once approved, items must be sent to:
- 261 Fakkel St, Silverton
Pretoria, Gauteng
0184 - Inspection: We will notify you via email as soon as your returned item has been received and inspected at our facility.
Shipping Costs & Liability
- Responsibility: You are responsible for the shipping costs of returning items. Shipping costs are strictly non refundable.
- Risk: We highly recommend using a trackable shipping service and purchasing shipping insurance. The risk and responsibility for the items remain yours until they are safely received and signed for by our team.
Damages, Shortages, and Issues
Please inspect your delivery immediately upon arrival to ensure everything is correct and undamaged.
Important Notice: You must notify Stone Sensation in writing within 2 business days of delivery regarding any shortages, incorrect products, physical damage, or discrepancies against your invoice. After this 2-day window, the delivery will be deemed accepted as satisfactory, correct, and complete.
Refunds
- Approval: Once your return is received and inspected, we will email you to confirm whether your refund has been approved or rejected.
- Processing: If approved, your refund will be automatically processed, and a credit will be applied to your original method of payment. Please allow up to 10 business days for the funds to reflect in your account, depending on your banking institution.