Refund policy
Return and Refund Policy
About this policy
Story of a Stone is operated under the ABN 17 374 707 084. This policy applies to purchases made through stonestory.life and should be read together with our Terms of Service.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.
Faulty, damaged or incorrectly supplied products
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product is faulty, unsafe, damaged in transit, substantially different from its description or otherwise fails to meet an applicable consumer guarantee, please contact us as soon as reasonably possible via our email.
Please include:
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Your name and order number
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A description of the problem
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Clear photographs of the product and packaging, where relevant
We may ask you to return the product so that we can assess it. Depending on the nature and seriousness of the problem, you may be entitled to a repair, replacement, refund or another remedy available under the Australian Consumer Law.
Where a return is required because the product is faulty, damaged, unsafe or incorrectly supplied, Story of a Stone will cover reasonable return postage costs or provide suitable return instructions.
Damage during delivery
We package orders carefully, but damage can occasionally occur during delivery. If your parcel arrives damaged, please photograph the outer packaging and the damaged item before disposing of anything, then contact via our email.
We will work with you and the delivery provider to resolve the issue. Your rights under the Australian Consumer Law are not affected by any claim we may make with the delivery provider.
Change of mind and incorrect selection
Story of a Stone does not offer refunds for change of mind, a preference for another product, or an incorrect size, colour, product or quantity selected by the customer.
At our discretion, we may offer an exchange or store credit for an unused, unopened and resalable nontea product. Any approved discretionary return must be arranged with us before it is sent. The customer is responsible for return postage and any new delivery costs associated with a discretionary exchange.
We cannot accept change of mind returns for opened tea, incense or other ingestible, aromatic or hygiene sensitive products.
This change of mind section does not limit your rights when a product fails to meet an applicable consumer guarantee.
Digital products, courses and event bookings
Digital products, recordings and downloadable materials are not returnable simply because they have been accessed, downloaded or no longer wanted.
If digital content, a course or another service is faulty, materially different from its description or not supplied with due care and skill, please contact us. Your rights under the Australian Consumer Law continue to apply.
Any specific cancellation conditions for an event, private tea sit, course or workshop will be shown at the time of booking. If no separate conditions are shown, contact us as early as possible to discuss the booking.
Returns process
Do not send a return without contacting us first.
Approved returns should be sent according to the instructions we provide at the time. Our return address or return instructions are:
240 Strathalbyn Rd Mylor, 5153
Products sent without prior contact may be delayed or may not be identifiable.
Refunds
Approved refunds will be returned to the original payment method unless another method is agreed with you. We will notify you when the refund has been processed.
Your bank or payment provider may take additional time to place the funds into your account. This processing time is outside our direct control.
Original delivery charges will be refunded where required by law. Delivery charges are not refundable for an approved discretionary change of mind returns.