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RETURNS
Stone and Rock's commitment to quality is supported by a 100% money-back guarantee within 14 days of purchase for all basins and damaged items. This guarantee does not apply to tiles or cladding that have been ordered or are on back order, for which a deposit or purchase has been made, or for change-of-mind reasons. \
Stone and Rock reserves the right to impose a restocking fee of up to 25% on all canceled orders. Additionally, Stone and Rock will not refund or exchange any change-of-mind items beyond 14 days. This policy does not affect your statutory consumer rights. If an item has already been exchanged, no further refunds or exchanges will be permitted.
We do not return OR exchange part orders based on surplus or miscalculation of product meterage.Ā
We do everything possible to make the exchange process fast and simple. Items may be exchanged if you contact us within 14 days of receipt and the items are in perfect sellable condition. Shipping charges are non-refundable for the original purchase, and return shipping, as well as shipping for the new product, is the customer's responsibility.
Stone and Rock Pty Ltd accepts no liability for damages incurred while loading vehicles at the customer's direction within the normal bounds of loading and unloading. All orders received from freight companies must be checked immediately. Damaged goods should be rejected and returned with the freight company. For in-store purchases, any broken stock must be reported within 3 days of purchase, and stock leaving the warehouse must match your receipt.
Stone and RockĀ will NOT allow or acceptĀ an exchange if:
- Item has been altered or mishandled
- Item has been installed or show signs of installation (markings, scratches, plumber's putty, etc.)
Please also note that if you did NOT purchase through our online website, then the aforementioned warranty and returns policies do not apply to you.
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HOW TO EXCHANGEĀ AN ITEM
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Email Us
Email your exchange request to info@stoneandrock.com.au. Please include your original item SKU number and the new item SKU number. One of our customer service representatives will respond within one business day with an exchange confirmation.
Sending Your Package
Pack the item in its original shipping box, if possible, or in a sturdy, plain cardboard box with sufficient packing to ensure no damage during delivery. Remove or cover any existing labels or stickers. Seal the box completely, ensuring the item is secure for shipment.
Visit your localĀ Australia Post, Fastway, TNT, DHLĀ to ship the item back to us.
Stone and Rock
U2 / 1450 Ipswich Road, Rocklea
BRISBANE, QUEENSLAND, AUSTRALIA
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YourĀ Exchange
Allow 7 days for your package to arrive at our fulfillments center. Within 48 hours, your return for exchange will be processed back into our inventory. Once your return for exchange has been received, we will then contact you for purchase of the shipping of the new sink. Once shipped, you willĀ receive anĀ email confirmation that yourĀ new sink has shipped along with your tracking number.
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Damaged Sink
If your merchandise is damaged in shipping, pleaseĀ email us at info@stoneandrock.com.auĀ within five working days. We will assist in filing a claim with the carrier and sending a replacement to you.
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Please contact Customer Service with any additional questions, or see ourĀ FAQsĀ for answers to frequently asked questions.Ā
Email: info@stoneandrock.com.au
Mon - Fri 7am - 5pm (EST)Ā
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Free Call 1300 113 260Ā
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