RETURN & REFUND POLICY

HANDCRAFTED WITH CARE, JUST FOR YOU

At Stone Story, every piece is meticulously handcrafted and made to order. Please note that we do not accept returns or refunds once an order is placed. However, we do offer exchanges and credit notes under special circumstances, redeemable only on Stone Story’s website.
 

RETURN AND EXCHANGE POLICY

Stone Story accepts returns and exchanges only if:

  • The product(s) delivered differ from the order placed.
  • The product(s) are damaged upon receipt.

For any issues, please contact our customer support at +91 9627153422 within 7 days of delivery with your order number and product pictures. Requests made after 7 days will not be entertained.

Please Note:

  • Items sent back without prior intimation will not be accepted.
  • Coupon codes cannot be applied to exchange orders or credit notes.
  • Credit notes cannot be used on sale items.
  • Returns will not be accepted for products purchased from third-party websites.
  • Missing items or incorrect orders must be reported immediately after delivery. Reports made after 24 hours will not be entertained.

EXCHANGE POLICY

We offer exchanges but do not provide refunds if the customer is unsatisfied with the product. Exchange requests must be raised within 7 days of delivery.

Exceptions:

  • Customised orders and items on sale are not eligible for exchange.
  • A product can only be exchanged once per order.

Size Exchange: If there is a size issue with your bracelet, please contact our support team before raising an exchange request. They will assist you in choosing the right size to ensure a better fit. Contact us at  +91 9627153422 .

REPAIR POLICY

If your jewellery is accidentally damaged, we’re happy to assist with repairs.

  • 3-Month Warranty: Stone Story products come with a 3-month warranty. If a stretchable cord bracelet breaks within this period, we will restore it free of charge, provided you return all the original beads and charms. If all beads and charms are not returned, the customer will be charged for the additional items, which must be prepaid before shipping from our end.
  • After 3 Months: If a repair request is made after 3 months, a repair fee of ₹500/- (inclusive of repair and shipping charges) will be applied.

Refurbishing Service: If your piece becomes tarnished due to natural wear and tear, we offer a refurbishing service. Please get in touch with our customer support team at +91 9627153422. Refurbishing will only be accepted under the following terms and conditions:

  1. The item must be a Stone Story product.
  2. Repolishing may be denied upon inspection by our team. In such cases, the customer will need to bear the shipping charges.
  3. Only certain items are eligible for refurbishing. Stretchable cord bracelets with the signature logo bead but without any charms are not eligible for refurbishment.

Please Note: Repairs are subject to the design of the piece. Our support team will inform you if the damage is repairable.


STEPS FOR EXCHANGE AND REPAIRS

  1. Exchange: Inform us within 7 days of delivery; Repair: Inform us within 30 days of delivery by contacting (+91 9627153422) with your order number and product pictures.
  2. Our working hours are 11 AM - 6 PM (Monday-Saturday). Please allow time for our team to respond to your query.
  3. Upon approval, you will receive a call/email from us.
  4. Please pack the product in its original packaging with the bill and all original items before handing it to the delivery guy.
  5. The exchange or repair will be processed once the product passes our Quality Check.
  6. The product must be unused and undamaged to be eligible for exchange. Used products will be returned without exchange.
  7. Exchanges are subject to stock availability and may take longer to process.

NO REFUND OR EXCHANGE POLICY

Refunds or exchanges will not be provided in the following cases:

  • Customized orders require full payment at the time of order confirmation.
  • No return/exchange Customized orders.
  • No refund/exchange for used products.
  • No exchange/return for minor color or design variations. If the color of the stones does not match the display picture, it is due to the natural coloring of the stones, which cannot be perfectly replicated.
  • No refund for incorrect or outdated addresses.
  • No refund after 3 failed delivery attempts by our courier agents.
  • Approved refunds will only include the product value; shipping charges are non-refundable.
  • We are not responsible for delays due to natural calamities or unavoidable circumstances.