Refund policy

At Stonetes, we create personalised pieces from your baby’s real imprint. Each jewel is made especially for each family through an individual, handcrafted process dedicated exclusively to that piece.

For this reason, once the creation of the personalised jewel has started, the order cannot be cancelled, returned or refunded, except in the case of a defect, mistake or issue caused by Stonetes.

Right to cancel before the piece is created

You may request the cancellation of your order within 14 calendar days of placing it, provided that we have not yet received the kit back at our workshop and we have not started creating your personalised piece.

To request a cancellation, please contact us at orders@stonetes.com and include:

Full name
Order number
Email address used for the purchase
Reason for the request

Once we have reviewed your request, we will confirm whether your order is still at a stage where it can be cancelled.

Personalised orders that cannot be returned

We do not accept returns or refunds for personalised pieces when:

We have already received the kit back at our workshop.
We have already started working on the piece.
The jewel has already been created, finished or shipped.
The product has been made to order based on the imprint, material, finish or configuration chosen by the customer.

This exception applies because Stonetes pieces are clearly personalised products, created specifically for each customer.

Kits that have already been sent

If the kit has already been sent but we have not yet received it back at our workshop, you may request a cancellation within 14 calendar days of placing the order.

In this case, Stonetes may deduct the costs associated with preparing and shipping the kit from the refund, if these costs have already been incurred.

The kit must be returned before the cancellation can be completed.

Defective products or order errors

If you receive a piece with a manufacturing defect, or if there has been a mistake on our part, please contact us at orders@stonetes.com within 14 calendar days of receiving your order.

We may ask you for photographs and further information about the issue in order to assess the case.

If we confirm that the defect or error is attributable to Stonetes, we may offer, depending on the case:

Repair of the piece
Replacement of the piece
Full or partial refund

Damage caused by improper use, impact, external manipulation, normal wear and tear, or lack of proper care will not be considered a manufacturing defect.

Refunds

When a cancellation, return or refund is approved, the refund will be issued using the same payment method used for the original purchase.

The time it takes for the amount to appear in your account may depend on your bank or payment provider.

Changes to your order

If you need to modify any details of your order, such as the shipping address, material or any other information, please contact us as soon as possible at orders@stonetes.com.

We will do our best to help you, but we cannot guarantee changes if the order is already being prepared, if the kit has already been sent, or if the personalised piece is already in the process of being created.

Contact

For any questions regarding cancellations, returns or refunds, you can contact us at:

orders@stonetes.com

We will reply to your request as soon as possible.