Returns & Replacements
Returns and Replacements Policy
You may return a product to StoneButterfly should you find it damaged, incorrect or the goods do not meet your approval. If the goods do not meet your approval, you will need to notify us by email firstname.lastname@example.org within 14 days of receiving the goods and return the goods within 30 days of originally receiving them.
Returning An Item To Change Colour
We understand that sometimes you can receive your product and have second thoughts about the colours. Due to the versatility of our products many of the parts are interchangable. If you send us an email to email@example.com with your order number and the parts you would like to swap what to. You will receive an email back confirming we have the alternative in stock with instructions. It will be your responsibility to return the item or parts back to us. Please note there maybe an additional delivery charge for sending out the alternative parts.
If your item arrives damaged or defective to you will need to send us an email to firstname.lastname@example.org. In this email you should include your name, order number along with images or a video showing the problem. This should be reported with-in 3 days recieving the goods. We will be in touch shortly after to advise a course of action to put this right.
Wear and Tear
Certain items such as wooden, laminate, glass or marble items may require extra care as altough the surface may have been treated they may require further protection against general wear and tear. Stonebutterfly will not accept responibility for anything we consider to be general wear and tear.
Where possible we will provide replacement parts however if this is deemed to be unsuitable we may offer to replace your item. In some cases we may ask for original items to be returned to us.
Sending My Order Back
Customers returning orders are responsible for the safe return of their items. These Items must be packaged in a way which ensures no damage is caused. If damage is caused in transit, irresponsible packaging, or abuse by the customer, we will not be able to refund your order. In cases where orders appear to have been damaged in transit yet well packaged we can provide appropriate imagery which may allow you to make a claim with your chosen courier.
Things to remember when returning an item:
- On chair tops ensure pads have been replaced on to the bottom metal conecters on the chair as these can scratch other parts of your order.
- If returning a full chair in a box, place a divider between legs and top to stop damage between the two.
- Ensure fixings are not loose in the box as these can cause scratches in transit.
- Remember to place a note inside the box to make sure we know were the parcel has come from so we can process your return quicker.
Refunds will be processed as soon as you item is returned back to us and checked. Depending on your card issuer the refund can take 2-3 working days to return back to your account.
Our Returns and Replacement Policy offers advice and additional terms. This does not affect your statutory rights.