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, cancellations, and refunds.
30-Day Return Policy
You may request a return within 30 calendar days after the recorded delivery date.
To qualify for a standard 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 where reasonably possible
- Free from damage, dirt, wear, odors, or other signs of use
- In a condition suitable for resale
Please provide your order number, receipt, or other proof of purchase when requesting a return.
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
After reviewing your request, we will provide the applicable return instructions and return address.
Please contact us before sending a product back so we can provide the correct return instructions. 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 results from 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 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 troubleshooting assistance, replacement parts, a replacement product, a prepaid return label, a partial refund, or a full refund.
Exceptions and Non-Returnable Products
Unless otherwise required by applicable law, standard returns may not be accepted for:
- Custom-made or personalized products
- Products that have been installed, mounted, connected, or used
- Products that have been cut, drilled, glued, painted, altered, repaired, or otherwise modified
- Products showing signs of wear, dirt, misuse, improper handling, or damage occurring after delivery
- Products missing originally included parts, accessories, manuals, or components
- Gift cards
These exclusions do not limit any rights you may have for products that arrive damaged, defective, incomplete, or incorrect, or any other rights provided by applicable law.
Please contact us before installing, mounting, 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 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 after the return has been reviewed. Products returned in a used, installed, altered, damaged, incomplete, or improperly packaged condition may be rejected or may qualify 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, any return must be handled in accordance with this Refund & Return Policy.
Contact Information
For questions about returns, damaged products, exchanges, cancellations, or refunds, please contact us using the information below:
Store name: Stoneford
Company name: David Brown Limited
Company address: Flat B01, 2/F, Kin Tak Fung Industrial Building, 174 Wai Yip Street, Kwun Tong, Kowloon, Hong Kong SAR
Company registration number: 78131360
Phone: +1 815-865-0948
Email: info@shopstoneford.com
Customer service: Monday–Friday | 09:00–17:00 CST
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.