Refund policy

Returns, Refunds & Issues Policy
Last updated: 8 October 2026

At Stone Memories, each piece is handcrafted to hold meaning: made to order, finished with care, and personalised just for you.

Because of the custom nature of our keepsakes, most sales are final. However, if something isn't quite right, we'll always do our best to make it right. Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

1. Custom keepsakes
All Stone Memories keepsakes are made to order and personalised, which means:

  • Each piece is crafted just for you and can't be resold.
  • We can't offer returns, refunds or exchanges for change of mind.
  • Your piece is made exactly as you've designed it. Please double-check your photo, names, dates, spelling and sizing before ordering.

Stone is a natural material. Variations in colour, veining, pitting and texture, hand-cut and unsanded edges, approximate sizes, and differences between the on-screen preview and your finished piece are part of what makes each stone unique and aren't considered faults.

2. Cancelling or changing your order
You can cancel for a full refund, or change your design, within 24 hours of placing your order. After that, production begins and we can't cancel or change it. Email hello@stonememories.com.au with your order number.

3. Damaged, faulty or incorrect items
If your keepsake arrives damaged, faulty, or differs from the design you submitted because of an error on our part, please email us within 7 days of delivery with:

  • Your order number
  • A brief description of the issue
  • Photos of the stone, the packaging and the shipping label

We'll arrange a replacement at no cost to you. You don't need to send the original back. If a replacement isn't possible, or the problem is a major one, you're entitled to a refund.

We can't offer a replacement or refund for errors in the details you submitted, such as spelling, dates, the wrong photo, or a low-resolution image.

4. Refunds
Approved refunds are processed to your original payment method. Please allow up to 10 business days for your bank or card provider to complete processing. Shipping fees are refunded where required by law or where the issue was caused by us.

5. Your rights under the ACL
Our goods come with guarantees that can't be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure. Nothing in this policy, including the 7-day window, limits those rights.

6. How to contact us
For cancellations, damage or order issues, email hello@stonememories.com.au with your order number.

Stone Memories
JX Group & Co Pty Ltd (ABN 77 691 604 485)
www.stonememories.com.au