Refund policy


Customer Purchase and Return/Refund Cycle Guide

  1. Purchase:
    Customer orders a product via online payment or Cash on Delivery (COD).
  2. Damage Report:
    If goods are damaged in transit, the customer emails customer care within 7 days of delivery to report the issue.
  3. Return Initiation:
    Customer care acknowledges the email(returns@stonescence.in) and asks the customer if they prefer a refund or an exchange.
  4. Refund Process:
    • COD Purchase: Customer receives a coupon equivalent to the refund amount for use on their next purchase.
    • Online Payment: Refund is processed directly to the customer's bank account within 7 business days of receiving the returned product.
  5. Product Pickup:
    The damaged product is picked up from the customer by the logistics team.
  6. Follow-up:
    Customer care remains in touch with the customer throughout the return and refund process, ensuring they are informed of each step.
  7. Completion:
    The refund/exchange is completed, and the customer is notified.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

 To be eligible for a return in case of damaged or wrong item, your item must be in the same condition that you received it, unused, and in its original packaging.
We will need the receipt or proof of purchase and picture of the product you received through email.

To start a return, you can contact us at returns@stonescence.in with the proof of purchase and picture of item.
We will arrange the pickup and deliver the correct product based on availability within 7 days from receiving the return product
You can always contact us for any return question at returns@stonescence.in


Damages and issues

Please inspect your order upon reception.

In case the item is defective, damaged during shipping or if you have received the wrong item, kindly contact us immediately through email(within 24 hours) , so that we can evaluate the issue and make it right.

We will try to make this experience as smooth as possible for you.



Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges

Stonescence does not do exchange of items.


Refund policy

In case of damaged or wrong item sent, the correct item will be sent within 7 days (based on availability)on receiving the item from customer.

Delay policy

We will try to ensure that the products will reach you within the said delivery duration. In case of any natural or man made calamities, we cannot guarantee our services on time.


Please contact us at returns@stonescence.store for more information on returns.