Refund policy

Returns & Refund Policy

At Stone Theory Studio, we comply with the Australian Consumer Law (ACL). This means you are entitled to a repair, replacement, or refund if a product you purchase is faulty, not as described, or does not perform as expected.

Change of Mind

We do not offer refunds or returns for change of mind. Please choose carefully before making your purchase.

Faulty or Incorrect Items

If your item is faulty, damaged, or incorrect, please contact us as soon as possible so we can resolve the issue.

You may be entitled to a repair, replacement, or refund where:

  • The item is faulty or defective

  • The item is significantly different from the description or sample shown

  • The item is not fit for its intended purpose

To lodge a claim, please email:
📧 amber@stonetheorystudio.com.au

Include:

  • Your order number or proof of purchase

  • A description of the issue

  • Photos of the item (where applicable)

Repairs & Custom Work

  • Custom pieces and jewellery repairs are non-refundable, unless the item is faulty and the fault cannot be repaired or reasonably rectified, the fault was caused by us. Faults in manufacturing and quality control issues of pieces not made or supplied by us are not covered under the policy.

  • Where possible, we will first offer to repair or fix any issues.

Return Process

If your return is approved:

  • We will provide instructions on how to return your item

  • Items must not be returned without prior approval

  • In some cases, we may request the item be sent to a nominated return address

Non-Returnable Items

We do not accept returns for:

  • Change of mind

  • Custom-made or personalised items (unless faulty and cannot be repaired)

  • Jewellery repair services (unless faulty and cannot be rectified)

  • Sale items or gift cards

Refunds

If a refund is approved:

  • Refunds will be processed to your original payment method

  • Please allow up to 10 business days for processing after approval

  • Your bank or payment provider may take additional time to finalise the transaction

Questions

If you have any questions about your order or this policy, please contact us at:
📧 amber@stonetheorystudio.com.au