Returns
Returns & Refund Policy
We want you to be happy with your purchase. In addition to your statutory rights, we offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
Change of Mind Returns
If you change your mind about your purchase, please contact us at info@sussexstones.co.uk within 30 days of receiving your order.
For returns requested within your statutory 14-day cancellation period, your legal cancellation rights will apply.
For returns requested after the statutory cancellation period but within our extended 30-day return period, items must be:
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Unused and in the same condition in which they were received
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Returned with any original packaging, where applicable
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Accompanied by proof of purchase
We reserve the right to refuse a return under our extended 30-day policy if the item has been used, damaged, altered or is otherwise not in its original condition.
To arrange a return, please contact us at info@sussexstones.co.uk before sending the item back. We will provide you with return instructions and the appropriate return address.
Return Postage
Customers are responsible for the cost of return postage for change-of-mind returns.
Return postage costs are non-refundable.
We strongly recommend using a tracked or insured postal service, particularly for higher-value items. The customer remains responsible for the returned item until it is received by us.
If an item is being returned because it is damaged or faulty, we will cover the reasonable cost of return postage where required by law.
Original Delivery Charges
Where you exercise your statutory right to cancel an online order within the applicable cancellation period, we will refund the standard delivery charge you originally paid.
If you selected a more expensive delivery option, such as express or upgraded delivery, we are only required to refund the cost of our standard delivery option.
For returns made under our extended 30-day return policy after the statutory cancellation period has expired, original delivery charges are non-refundable unless the item is faulty, damaged or incorrect.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged, is faulty or you receive the wrong item, please contact us at info@sussexstones.co.uk as soon as reasonably possible so that we can investigate and resolve the issue.
Where appropriate, we may ask you to provide photographs of the item, packaging and any damage to help us assess the issue.
Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015.
Where goods do not meet the standards required by law, you may be entitled to a refund, repair or replacement depending on the circumstances and how long you have owned the goods.
Natural Variations
Many of the products we sell are natural crystals, minerals and stones.
Natural products may contain variations in colour, shape, pattern, size, surface texture, inclusions, fractures, cavities and other naturally occurring characteristics.
These natural characteristics are not necessarily faults or defects.
Where individual items are photographed, we make reasonable efforts to represent the item accurately. Colours may also appear slightly different depending on lighting, photography and the screen or device used to view the product.
This does not affect your statutory rights where an item is faulty, damaged or materially different from its description.
Personalised and Custom-Made Items
We cannot normally accept change-of-mind cancellations or returns for goods that have been:
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Made to your specifications
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Personalised for you
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Custom-made specifically for you
This does not affect your rights if the item is faulty, damaged, incorrectly supplied or not as described.
Sale Items
Sale and discounted items remain covered by your statutory consumer rights, including applicable cancellation rights for online purchases and your rights in relation to faulty goods.
However, sale or clearance items are excluded from our additional extended return period after your statutory cancellation period has expired, unless we state otherwise.
Gift Cards
Gift cards are excluded from our voluntary extended 30-day returns policy, except where required by law.
This does not affect any statutory rights that may apply.
Exchanges
We do not operate a direct exchange service.
If you would like a different item, the quickest option is to return the original item in accordance with this policy and place a new order for the item you would like.
Refunds
Once we receive your return, we will inspect it and confirm whether a refund is due.
Where a refund is due, it will normally be made to the original payment method used for the purchase.
Please allow additional time for your bank, card provider or payment provider to process the refund after it has been issued.
For statutory cancellations, refunds will be processed within the time limits required by law.
For returns made under our additional voluntary 30-day return policy, we aim to process refunds promptly after the returned goods have been received and inspected.
We may make a reasonable deduction from a statutory cancellation refund if the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to establish the nature, characteristics and functioning of the goods.
How to Start a Return
To start a return, contact:
Please include your:
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Name
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Order number
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Item you wish to return
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Reason for the return
If the item is damaged or faulty, please also include photographs where possible.
We will then provide you with instructions for returning the item.
Please do not send returns to us without first contacting us, as this may delay the processing of your return.
Your Statutory Rights
Nothing in this Returns & Refund Policy is intended to limit, exclude or replace any rights you have under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.