Returns

CHANGE OF MIND

We want you to be happy with your purchase and understand that, for what ever reason, sometimes it just doesn't happen.  If you do change your mind once your order arrives, we are happy to offer an exchange or refund, provided that the following criteria are met:

FOR ONLINE PURCHASES

*   you email us within 48 hours from receiving your goods to obtain a return authority
*   we receive the item within 3 business days from advising your return authority
*   the item is in resalable condition - unworn, unused and as sold
*   the original Natty Stone packaging is intact and undamaged
*   you provide your original receipt.

      FOR IN PERSON PURCHASES

      Occasionally we exhibit at design fairs and events around Australia.  We regret that we do not offer refunds for purchases made in person, so please choose carefully.  Pieces purchased at these events can be returned and exchanged for another item or a credit note, within 7 days.  Please contact us for further details prior to returning your item.

      EXCHANGES

      If you have changed your mind and would prefer to exchange your item, please note that new shipping charges will apply prior to us sending sending new items.

      PLEASE NOTE THE FOLLOWING FOR ALL RETURNS

      *   our change of mind policy does not apply to made-to-order items, custom pieces or those which have been worn, used, damaged after delivery, altered or broken.
      *   shipping costs are non-refundable and all return postage & insurance costs are to be paid by the customer
      *   refunds will be credited against your original method of payment, once we receive the item and packaging in it's original condition.
      *   all change of mind refunds attract an AUD$10 re-stocking/admin fee.

        We recommend that you return merchandise by traceable post or courier to ensure it is received by us.  We will not be liable for merchandise that is lost or damaged in transit and suggest that all returns are packaged appropriately and insured for the full amount.

         

        FAULTS

        As we make all of the pieces ourselves, each item must pass a number of quality checks to ensure that we do not dispatch faulty goods. We will meet our legal obligations, as per the Victorian consumer law, if the item is found to be faulty.  If there is a problem with your order upon arrival, please notify us the same day as you received it so we can address the matter and resolve it quickly.

        You will need to:

        *   notify us of the fault via email and within reasonable time of receiving your order
        *   provide a clear photograph and description of the problem in the email so that we can assess the situation
        *   return the item within 3 days from receiving a Return Authority from us
        *   provide us with your proof of purchase

          Refunds will be credited against your original method of payment and may include the return shipping costs.  If you are entitled to a refund but you would prefer an exchange to the equivalent value of the item, we are happy to do this for you.

          We regret that we are unable to offer an exchange or refund on items, where damage has been caused by the customer after purchase, resulting from misuse, accidents (drops and breakages), alterations, exposure to corrosive or abrasive substances.  We will assess all returned items on receipt and any items deemed to be subject to fair wear and tear would not be accepted as being faulty.  We reserves the right to ask you to demonstrate that you did not cause or create the fault or damage to the item.  

          If you do not notify us of the fault or return the item within reasonable time, you will not be entitled to a refund of the purchase price, but you will be entitled to exchange the goods or have them repaired.

          RETURNS ADDRESS

          Once you have obtained your return authority number, please package your items carefully and return them to:

          NATTY STONE
          PO Box 3009
          Bareena
          Victoria, 3220
          Australia