Refund policy
We have a 14-day return policy for all basins and damaged items. This guarantee does not apply to tiles or cladding that have been ordered or are on back order, for which a deposit or purchase has been made, or for change-of-mind reasons.
Stone Oasis reserves the right to impose a restocking fee of up to 25% on all canceled orders. Additionally, Stone Oasis will not refund or exchange any change-of-mind items beyond 14 days. This policy does not affect your statutory consumer rights. If an item has already been exchanged, no further refunds or exchanges will be permitted. We do not return OR exchange part orders based on surplus or miscalculation of product meterage.
To be eligible for a return, your item must be in the same condition that you received it in its original packaging. Stone Oasis will NOT allow or accept an exchange if the Item has been altered or mishandled, Item has been installed or show signs of installation (markings, scratches, plumber's putty, etc.)
To start a return, you can contact us at sales@stoneoasis.com.au. Please note that returns will need to be sent to the following address: Stone Oasis, 59 Canterbury Rd, Bankstown NSW 2200
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@stoneoasis.com.au
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like tiles. We also do not accept returns for stone care products. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Allow 7 days for your package to arrive at our fulfillments center.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@stoneoasis.com.au.
