Returns & Refunds
At Stonepencil we are committed to delivering the highest quality product and service. Every care is taken when handling the goods to ensure that products are damage free and in the best possible condition. Prior to dispatch we carry out a detailed inspection of the products(s) and carefully pack them in 100% recyclable packaging to avoid damage on their delivery to you – you can be confident that the products will reach you in the best possible condition.
If at any stage of the buying or delivery process you have a problem, we are always here to help and will go to every length to ensure that our customers are treated to the highest standards.
If you need to return an item to us, please use the following returns address:
14 Ingram Drive
The process for returns and refunds varies depending on the items you have ordered.
If you do wish to return an item please contact us beforehand to agree the return and we reserve the right to ask you to send information along with digital photographs to understand any of the issues.
DAMAGED AND FAULTY GOODS:
If when you receive your items they are either damaged, faulty or incorrect, we will pay for the full cost of the return using our chosen courier. Please contact us within 14 days to inform us of any issue. You can return the item within 28 working days for a like for like replacement or a refund. Once we have received your return we will endeavour to process your refund payment within 3-5 working days.
Please note: most of our plant pots are handmade, so slight variations will occur in colour, size and shape due to the nature of the production process. The images that are provided give the best indication to the exact character and some slight differences and imperfections may also occur. These are not considered a fault.
CHANGING YOUR MIND ABOUT AN ORDER:
If you would like to return a product because you have changed your mind, please use the contact us form within 14 days of receiving your items to let us know.
From this point you will then have a further 14 days to return your unwanted items to us. They must be returned to us in unused and in a resalable condition with the original packaging along with any tags, labels or accessories. Breakable items must be well packed and cushioned on the return delivery to prevent any damage in transit.
Plant pots and planters should be packaged well to prevent any damage as we are unable to process refunds for items that are returned to us broken. We recommend that you please use a suitable double wall outer box and package the items in stiff cushioning paper or bubble wrap to support and cushion the pots against movements within the box during return transit.
On receipt of the returned item we will endeavour to process your refund payment within 3 – 5 working days. Return costs are the responsibility of the customer and we do advise that any returned goods are returned using a reliable tracked service to ensure their delivery along with being able to provide proof of purchase.
If you would like to exchange a product that you have bought from us, you can simply return it for a refund, then place a new order online for the item(s) that you want.
If you would like to cancel an order, please e-mail [email protected] with precise details of the order you are cancelling or please use the contact form on our website.
For more information about your rights as a customer please visit our TERMS & CONDITIONS. Your statutory rights are not affected by anything contained within this policy.