Delivery & Return Conditions

Delivery & Returns

  1. Order Fulfilment and Production

You place an order based on availability shown at checkout. All products are produced on demand by Stonéa’s suppliers. Availability may change after purchase due to raw material shortages or high order volumes.

If a product becomes unavailable after your order is confirmed, Stonéa will inform you as quickly as possible. You may then choose one of the following options.
• Select a replacement product.
• Cancel the order and receive a full refund.

  1. Shipping Destinations and Transport Terms

Products can only be delivered to countries displayed during checkout. For destinations outside this list, Stonéa may refuse the order or issue a separate delivery quote. The order will only proceed after your written approval.

Delivery costs and conditions are shown during the ordering process. Standard delivery places the products on a pallet at street level, in front of the building or house you specified. Indoor delivery or delivery to upper floors requires a custom quote approved by you in advance.

  1. Delivery Timing and Delays

If delivery is delayed due to unforeseen events beyond Stonéa’s control, you should contact Stonéa to receive an updated delivery timeframe. If delivery does not take place within that revised timeframe, you may cancel the order by written request. A refund will be issued within 14 days of Stonéa receiving your cancellation notice.

Stonéa is not liable for delays or failure to deliver caused by force majeure as defined by applicable law.

  1. Accuracy of Delivery Information

You are responsible for providing correct delivery and contact details and ensuring they remain accurate until delivery is completed. Any changes must be communicated immediately to Stonéa’s customer service by email.

If incorrect or outdated information causes delays, failed delivery, or additional costs, Stonéa accepts no responsibility.

  1. Failed Delivery Due to Client Error

If delivery cannot be completed because delivery conditions were not met or information was incorrect, you may be required to collect the goods from the carrier’s warehouse or pay additional delivery costs to reschedule delivery.

  1. Receipt and Inspection of Goods

You must inspect the products upon delivery before signing the delivery note. By signing, you confirm that all items are present and in acceptable condition.

If products are damaged, defective, or incorrect, you must clearly record this on the delivery note. Claims for transport damage not reported on the delivery note may be lawfully refused by Stonéa.

You must notify Stonéa of any non-compliant delivery within 48 hours of receipt so a replacement or refund can be arranged.

  1. Right of Withdrawal

You have 14 calendar days from receipt of the final product in your order to withdraw from the purchase without providing a reason and without penalty.

To exercise this right, you must notify Stonéa with a clear statement of your decision. This may be done by post, email, or by using the withdrawal form included in the terms and conditions.

  1. Return Conditions

Returned products must be sent at your own expense within 14 days after notifying Stonéa of your withdrawal. Products must be returned in the same condition as received, including all original packaging. The return address will be provided once Stonéa receives your withdrawal request.

If returned items show damage caused by handling beyond what is necessary to inspect the product, Stonéa may reduce or refuse the refund.

  1. Refunds

Refunds are issued using the original payment method unless you explicitly request an alternative. No refund fees will be charged.

Stonéa will process the refund within 14 days after receiving the returned products or valid proof of shipment, whichever occurs first.

  1. Custom and Bespoke Products

The right of withdrawal does not apply to bespoke or custom-made products manufactured according to your specifications.