Refund policy

Refund & Return Policy

We want you to be satisfied with your purchase. This policy explains the conditions and process for returns, damaged or incorrect orders, exchanges, and refunds.

30-Day Return Policy

You may request a return within 30 calendar days after the recorded delivery date.

To qualify for a return, the product must generally be:

Unused and in the same condition in which it was received
Uninstalled, unassembled, and unmodified, unless assembly was reasonably necessary to identify a defect
Complete with all originally included parts, accessories, manuals, and components
Returned in its original packaging
Free from damage, dirt, wear, odors, or other signs of use
In a condition suitable for resale

You must also provide your order number, receipt, or other proof of purchase.

How to Request a Return

To request a return, contact us at info@shopstoneford.com within 30 days after delivery.

Please include:

Your full name
Your order number
The product you wish to return
The reason for the return
Photographs or video, where relevant

If your return request is approved, we will provide return instructions and the applicable return address.

Products returned without prior authorization may not be accepted. Please do not send products to our registered business address unless that address is specifically provided in our return instructions.

Return Shipping Costs

For standard returns, including returns due to a change of mind, ordering the wrong product, incorrect measurements, or no longer needing the product, the customer is responsible for the cost of return shipping, unless otherwise required by applicable law.

Original shipping charges, if any, are non-refundable unless the return is caused by a damaged, defective, incomplete, or incorrect product supplied by Stoneford.

We recommend using a trackable and appropriately insured shipping service. Stoneford is not responsible for returned products that are lost or damaged while being shipped back to us by the customer.

Damaged, Defective, Incomplete, or Incorrect Orders

Please inspect your order promptly after delivery. If a product arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible at info@shopstoneford.com.

Please provide:

Your order number
A clear description of the issue
Clear photographs or video of the product
Photographs of the packaging and shipping label
Photographs of any missing, damaged, or incorrect parts

Please retain the product, all included parts, and the original packaging until we have reviewed your request and provided further instructions.

If we confirm that the product arrived damaged, defective, incomplete, or incorrect, Stoneford will provide an appropriate resolution. Depending on the circumstances, this may include replacement parts, a replacement product, troubleshooting assistance, a prepaid return label, a partial refund, or a full refund.

Exceptions and Non-Returnable Products

Unless otherwise required by applicable law, we cannot accept returns for:

Custom-made or personalized products
Products that have been installed, mounted, assembled, connected, or used
Products that have been cut, drilled, glued, painted, altered, repaired, or modified
Products showing signs of wear, dirt, misuse, improper handling, or damage after delivery
Products missing original packaging, manuals, accessories, parts, or components
Products that cannot be resold for hygiene or safety reasons after opening
Gift cards
Clearance or final-sale products where clearly marked as non-returnable
Products returned without prior authorization

Please contact us before installing, assembling, connecting, cutting, drilling, or otherwise modifying a product if you believe there may be a defect, missing component, or delivery issue.

Exchanges

We do not normally process direct exchanges. The fastest way to obtain a different product is to request a return for the original product and, once the return has been approved, place a separate order for the desired replacement product.

Approval of a return does not reserve inventory or guarantee that another product will remain available.

Return Inspection

After we receive your return, we will inspect the product to determine whether it meets the conditions described in this policy.

We will notify you by email whether the return has been approved or rejected. Products returned in a used, installed, assembled, altered, damaged, incomplete, or improperly packaged condition may be rejected or may qualify only for a reduced refund where permitted by applicable law.

Refunds

If your return is approved, the refund will be issued to your original payment method within 10 business days after approval.

The time required for the refund to appear in your account may vary depending on your bank, credit card company, or payment provider.

If more than 15 business days have passed since we approved your refund, please contact us at info@shopstoneford.com.

Order Cancellations

Contact us as soon as possible if you wish to cancel or modify an order. We will make reasonable efforts to assist, but we cannot guarantee cancellation or modification after processing or shipment has begun.

If an order has already been shipped, it must be handled in accordance with this Refund & Return Policy.

Contact Information

For questions about returns, damaged products, exchanges, or refunds, please contact us using the information below:

Stoneford

Operated by David Brown Limited

174 Wai Yip Street
Kwun Tong, Kowloon
Hong Kong SAR China

Website: https://shopstoneford.com

Email: info@shopstoneford.com

Phone: +1 815-865-0948

We may update this policy from time to time. Changes will be published on this page and will apply from the date the revised policy becomes effective.