We are committed to bringing you a product based on the highest quality standards possible. However, before you choose to purchase one of our products, please understand that we craft each piece by hand and they are not always perfect. They can include slight variations due to the natural characteristics of the materials which make them truly individual for the wearer.
A change of mind (for our jewellery and accessory collections) is not accepted as a valid reason for exchange or refund. Two Green Stones also does not accept any responsibility for a purchase of incorrect colour or styling preferences.
We are not able to process a return or exchange for any faulty products, unless we have been informed within a 48hrs of delivery of the purchase. Please notify us via email at firstname.lastname@example.org .
To be eligible for the refund all products must be returned in an used, undamaged, unworn condition with all labels (including adhesive labels) attached and the item is in it's original packaging. After examining the product we will confirm by email as to whether it is defective.
HOW TO PROCESS A RETURN
Customers must contact Two Green Stones by email within 48 hours from the date of delivery/receiving the goods. In order to process your repair, exchange or refund, please use this link and provide the following information:
- Original Order Reference Number
- Date of Purchase
- Items to be returned
- State the reason for return (if the return is due to a fault, please provide a clear photo)
- State your preference for exchange or a refund
- Your contact email address
- Your contact phone number
Once you have made contact with us via email@example.com, we will inform you what to do next. If we request you to return the goods to us for further investigation, returns must be sent via Express Post or Registered Post (so that you can track the parcel) and directed to:
Two Green Stones,
C/O – Smart Hub, Customs House
208 Quay Street Rockhampton QLD 4700 Australia
Please retain your postage/delivery receipt for reimbursement and tracking purposes. Two Green Stones will reimburse the purchaser once we deem the item to be faulty. Returned products are the purchasers responsibility until they arrive at our business premises, as circumstances beyond our control can occur from time to time.
*Two Green Stones reserves the right to deny a return if it does not meet our returns policy.
TYPES OF RETURNED ITEMS
Minor Flaws and Faults
We will accept any truly defective products, and issue, either a repair of the goods, an exchange or refund. Once we have inspected a returned item and agree that there is a minor problem, we will offer either a repair of the product or an exchange of that item.
If we decide the product can be repaired easily, the purchaser will be informed via email correspondence. Please note repairs can take up to 14 working days, although we will make every effort to attend to it immediately. Two Green Stones will pay for any costs involved to make the repair and to deliver/return the repaired item back to the purchaser.
If we deem the item to have a minor flaw, which cannot be repaired in a timely fashion, we will then issue an exchange or refund.
Major Flaws and Faults
Please see below for examples of Major Flaws or Faults:
- If the product has a problem that would have stopped someone from buying it if they’d known about it
- If the product is significantly different from the sample or description
- If the product is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time frame
- If the product doesn’t do what you asked for and can’t easily be fixed within a reasonable timeframe; or
- If the product is unsafe.
If there is a major problem with a product, we will firstly offer an exchange or secondly offer a full refund (if there is no longer stock of that item) plus the returned postage cost. Please note that the original delivery charges cannot be refunded.
If we consider any returned product to have been used/worn/washed/ or tags or labels are missing or removed, we reserve the right to reject the return application and not provide a refund for the cost of the goods.
Exchange for the reason of Size
Currently there are no products in our collection that can be exchanged for size. We ask you to carefully consider the dimensions and size before making your purchase. In the near future we will have this option available as we extend our size range.
Please note: Purchases made at Two Green Stones Stockists/Retail Partners, are subject to the Returns policies and procedures of that Stockist/Retail Partner and cannot be returned directly to Two Green Stones. It is the responsibility of the purchaser to contact the store directly themselves.