Refund policy

Return and Refund Policy
At Pure Stone Creations, we take pride in offering unique, handmade pieces crafted with care and attention to detail. However, if you are not completely satisfied with your purchase, we’re here to help.

 

 

Returns

  • Eligibility for Returns:
     To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
     Returns must be requested within 14 days of receiving your order.
    Returns are accepted provided that the customer is responsible for the cost of postage. Customers are advised to ensure the washbasin is carefully packaged for return, well protected, and ideally in its original box.

  • Non-Returnable Items:
     Due to the unique, handmade nature of our products, customised or made-to-order items cannot be returned unless they arrive damaged or defective.

  • How to Initiate a Return:
     To start a return, contact us at hello@purestonecreations.com with your order number and details about the item. We will provide instructions on how to return your item.

 

 

Refunds

  • Once we receive and inspect your returned item, we will notify you via email.

  • If your return is approved, your refund will be processed, and a credit will be applied to your original payment method within 5-10 business days.

 

 

Damages and Issues

  • Please inspect your order upon receipt and contact us immediately at hello@purestonecreations.com if the item is defective, damaged, or if you receive the wrong item.

  • Claims for damaged or defective products must be submitted within 48 hours of delivery.

 

 

Exchanges

Exchanges are only available for items that are defective or damaged. If you need an exchange, email us at hello@purestonecreations.com to arrange for a replacement. But we need to remember the pieces are unique, it means we will try a piece with the same stone, but it may not have the same size / shape as you shop before.

 

 

Return Shipping

  • Customers are responsible for return shipping costs, unless the item was damaged or defective upon arrival.

  • We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

 

 

Contact Us

If you have any questions about our Return and Refund Policy, please contact us at hello@purestonecreations.com. We’re here to help!