Warranty

If any warranty is implied, Our warranty is strictly (RTB) Return To Base.

Our products are not man made in moulds, manufactured or produced under strict factory controlled conditions, using specific scientific formulas or under regulated temperatures or settings. Therefore we have no control over the behaviour of natural rock or stone.

All of our stone basins, stone bowls, stone seats carry a 12 month RTB warranty if not specially stated. RTB (Return to Base) means the buyer pays for returning goods to us; we will fix or in the case of the product deemed unrepairable a replacement of the faulty product(s) will be sent. A refund will be given only if a suitable replacement is not available. Warranties are not transferable beyond the original purchaser and a copy of the original receipt must accompany any such claim. Shipping fee is not refundable. Warranty does not cover unauthorized repairs, incorrect assembly, misuse, abuse or use of a product for which it was not designed. Warranty does not cover if your purchase was used for business/commercial purpose.

Our warranty does not apply to or cover any Stone bath, pedestal stone basin, stone statue, stone carving, stone sculpture, garden statue or petrified wood product.

Warranty does not in any way apply to any such installation, de installation or re installation for any of our products should they be needed to be returned to base for repair, replacement or refunding

Refunds usually take between 5 - 7 Business days to process once approved and agreed on by both parties. Any such further claims can not be submitted against any original claim which are deemed final and closed.

Transit damage claims. Please immediately notify us of any transit damage to your order, take evidential photographs and as much supporting documentation as possible to support any claim. Once this information is submitted to us for review, we will initiate, fast track an agreed replacement to be sent to you at no charge.

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, in most cases a credit will automatically be applied to your credit card or original method of payment, within 72 hours if not sooner

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@stonebase.co.nz

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Shipping
To return your product, you should mail your product to: StoneBase.co.nz, 17 Sonter Rd, Wigram, Christchurch, 8042

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.