Refunds and Returns Policy

 

 

Refunds and Returns Policy

Change of Mind

If you simply change your mind, we may, at our discretion, assist you in returning the goods. Additionally, provided they are also in their original, fully saleable condition. Including all original sealed packaging. However, you will be also be responsible for the cost of freight collection, handling, and a restocking fee. This fee must be paid via PayPal, Credit Card, or EFTPOS at the time of booking the collection.

To facilitate the return, you must also ensure that the goods are easily and safely accessible. From the original delivery location and provide an appropriate method for reloading the items onto our trucks. Additionally, please note that we cannot offer refunds or exchanges on “Made to Order,” “Special Order,” or on “Seconds,” items.

For return enquiries, please contact us at sales@boulderstone.com.au, and we will do our best to accommodate your request.

Damaged or Unfit for Purpose Items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law 2010.

• Minor Failures: If the goods fail to be of acceptable quality but the failure is minor. You are entitled to have the goods repaired or replaced, or to receive a refund. Note that cosmetic imperfections such as splits in the sandstone surface, pallet and packing strap marks, or inconsistencies in product colour or pattern. Do not constitute a minor failure. Sandstone is a natural product. So therefore, there will always be a tolerance for surface finish, colour, and dimensional accuracy. All sandstone products handled by Boulder Stone are “Landscape Grade,” meaning slight variations in colour and texture are expected. There are Australian Standards in place covering these variations and breakages.
• Major Failures: For a major failure, you are entitled to a replacement or refund. As well as compensation for any other reasonably foreseeable loss or damage.

Furthermore, for all other loss, damage, or injury arising from the use of a product purchased from Boulder Stone, our liability is limited. Also, to the extent permitted by law, to refunding the cost of the product, resupplying the product, or providing an equivalent product empathetically. This warranty does not cover damage or loss caused by accidents, misuse, neglect, natural disasters, acts of God, or other external causes. Also, nor does it cover damage caused by using the equipment outside of standard operational guidelines and as described in the manual or instructions.

To report a problem, please contact us at sales@boulderstone.com.au, and we will work with you to find a solution.

Receipt of Goods

All orders must be signed for at the delivery destination.

For any further questions or assistance, please reach out to our customer service team at sales@boulderstone.com.au.