退款政策

Returns, Refunds & Issues Policy

Last updated: 29 October 2025

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, meaning:

  • Each piece is crafted just for you and cannot be resold.

  • Sales are final and not eligible for return, refund, or exchange due to change of mind.

  • Please double-check all personalisation details (names, dates, spellings, etc.) before submitting your order, as they will be used exactly as provided.

Natural variations in the colour, veining, and texture of travertine and limestone are part of their beauty — not considered faults.

2. Non-Custom Items

We accept returns on non-custom accessories (e.g., stands, cleaning kits) if they are:

  • Unused and unopened

  • In their original packaging

  • Returned within 14 days of delivery

Return shipping costs are the responsibility of the buyer unless the item is faulty.
If approved, we’ll provide the return address and instructions.
Please do not return items without first contacting us.

To initiate a return, email us at 📧 hello@stonememories.com.au with your order number and item details.
Return-to address: PO BOX 351, Castle Hill NSW 1765, Australia

3. Damages or Errors

If your keepsake arrives damaged, faulty, or with an error in personalisation, please contact us within 48 hours of delivery.
Include the following:

  • Your order number

  • A brief description of the issue

  • Photos of the product, packaging, and shipping label

We take great care in crafting and packaging every order, but if something goes wrong, we’ll make it right.
Depending on the issue, we may repair, replace, remake, or refund your piece in line with the ACL.

4. Refunds (where applicable)

If a refund is approved, it will be 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 only refunded where required by law or where the issue was caused by us.

5. Exchanges

For eligible non-custom items, the quickest way to exchange is to request a return (if approved) and place a new order for the item you’d like.

6. Gift Cards & Final Sale Items

  • Digital gift cards are non-refundable, not redeemable for cash (except where required by law), and have no expiry date.

  • Final sale and personalised items are not eligible for return, refund, or exchange.

7. How to Contact Us

For returns, damages, or order issues, please reach out to us at:
📧 hello@stonememories.com.au

Please include your order number in all correspondence.

Stone Memories
JX Group & Co Pty Ltd (ABN 77 691 604 485)
PO BOX 351, Castle Hill NSW 1765, Australia
🌐 www.stonememories.com.au