Returns
Exchange or return of a garment is subject to our general terms and conditions. We must approve the return of any garment prior to you dispatching it to us. Subject to the term of our policies we may not accept (and may return) any garments not approved by us.
Once approved for return, a returned garment must:
- Be sent by Australia Post to the return address that we will provide to you
- Contain the original invoice (which will be returned to you).
I changed my mind
STONE garments may not be returned for refund if you change your mind and so you should choose carefully at the point of purchase.
I would like to exchange a garment for another size or colour
We will generally agree to garments being exchanged within 10 days of receiving your garment and subject to the terms of our policies. Prior to returning a garment to us for exchange you should confirm the availability of the replacement garment by email at
info@stonelabel.co. Return an approved exchange garment to us at the return address that we will provide to you.
Subject to inspection of the garment upon its return and confirming that it is in brand new condition without being worn, pressed, soiled or laundered we will process the exchange. The cost of return postage and packaging for an exchange is at your expense. We will send the replacement garment to you at no cost.
When exchanging a garment we will issue a credit to the full amount of the original purchase and then recharge the replacement garment separately subject to the terms of our policies. Please note that we do not issue credit notes. Queries may be directed to STONE by email at
info@stonelabel.co.
My garment appears to be faulty
We will refund (at the purchase price) or replace a STONE garment sold to you in a condition that is substantially irreparably faulty in manufacture or contains a major visible fabric flaw subject to the terms of our policies and as described above under WARRANTY. Subject to our acceptance of your claim we will also refund you with the cost of return postage.
The terms for dealing with faulty garments (a claim) are as follows:
- Details of the claim must first be emailed to STONE at info@stonelabel.co as soon as reasonably practicable but after no longer than 7 weekdays after first being noticed;
- While we may accept a claim verbally or in writing, we reserve the right of final acceptance subject to our inspection of the garment; and
- We will deal with your claim as soon as is reasonably practicable in the circumstances.
The steps for making a claim for a faulty garment are:
- Lodge notice of your claim with us by email to info@stonelabel.co. Do not return the garment prior to our review of your claim. In the email please provide:
- Clear advice of the reason(s) for the claim and whether you wish to exchange it or receive a refund;
- At least one well-lit digital colour photograph (high resolution if possible) clearly showing the flaw, defect or imperfection and the surrounding fabric so that we can see where it is positioned on the garment;
- We will respond to your email within 48 working hours. We may request additional details.
- We will confirm initial acceptance of the claim to you by email.
- once approved, return the garment to us. It must be safely packaged, clearly labelled, post-paid and posted using Australia Post to the return address that we will provide to you.
- We will make a final inspection of the damage upon its return and contact you in writing if we have any concerns or require further details.
- Once the claim is fully accepted you will be advised and a refund will be processed or replacement goods dispatched (depending on stock availability).
Are there alternatives to returning damaged goods?
If either you or STONE offers and both parties mutually agree, we may agree to:
- Provide you with a partial refund in recognition of the damage or so that you can rectify the damage at a repairer near where you live; or
- Any other reasonable option that is mutually agreed.
Any such agreement is considered to be full and final settlement between you and STONE in relation to the faulty garment without entitlement to further recourse by you.
In absence of mutual agreement you will be provided with a full refund or replacement garment subject to the terms of this policy.
What if my claim for damaged garment is not accepted?
If your claim is not accepted you will receive a clear written explanation from us. We are always happy to discuss any such decision with you. Examples of us not accepting a claim for a damaged garment might include (but may not be limited to):
- Signs of the garment being unreasonably damaged, soiled or worn and laundered on multiple occasions notwithstanding any damage;
- Your failure to reasonably comply with the care instructions provided on our website;
- Our view that the damage resulted from ‘fair wear and tear’ within the terms of our ‘fit for purpose’ commitment;
- An extended period of time elapsing beyond that which we consider reasonable prior to your lodgement of the claim;
- The damage not relating to manufacturing or defect fabric; or
- The nature of the fault was reasonably foreseeable and its containment was within your control.
Returned garments
All returned garments must be returned to us at the return that we will provide to you. We understand that there may be occasions where a damaged garment may have been reasonably worn and laundered prior to a defect being noticed, however any other garments must be returned unworn and in original condition without damage, soiling, stains, marks or defects.
Failure to comply with these requirements and other reasonable standards may result in the goods being returned to you at your cost in the condition we received them without refund or exchange.