Returns & Complaints
Not satisfied? No problem — you have 30 days to return goods and a 24-month warranty. Your satisfaction is our top priority.
30 days
Return period
24 months
Warranty period
within 30 days
Complaint resolution
How to file a complaint
1. Contact us
Write to us at info@ourstone.fun or use the contact form. Include your order number and a description of the issue.
2. Pack the goods
Carefully pack the goods in the original or replacement packaging. Include a copy of the proof of purchase and a description of the defect.
3. Send it back
Ship the parcel to the address we provide. We recommend sending goods by registered mail with insurance.
4. Resolution
Once we receive the goods, we will keep you informed of the progress. We will resolve your complaint within 30 days of receipt.
Frequently Asked Questions
How long is the warranty period?
The warranty period is 24 months from the date of receipt. For consumable items, the warranty may be shorter — always stated in the product description.
Can I return goods without stating a reason?
Yes. As a consumer, you have the right to withdraw from the contract within 14 days of receiving the goods without stating a reason. Goods must be unused and in their original packaging.
Who pays for return shipping?
For returns within the 14-day withdrawal period, the customer pays the return shipping. For accepted warranty claims (repair/replacement), we cover the shipping costs.
When will I get my money back?
We will refund the amount within 14 days of receiving the returned goods, using the same payment method you used.
What if goods were damaged during delivery?
If you notice visible damage to the packaging upon receipt, refuse the parcel or file a damage report with the courier. Contact us within 24 hours of receipt.
What is not covered by the warranty?
The warranty does not cover damage caused by improper use, mechanical damage by the customer, natural disasters, or normal wear and tear.
Need help?
Our team usually replies to emails within 24 hours on business days.