Refund policy

Refund & Returns Policy — Still and Stone Co

At Still and Stone Co, we want you to be happy with your purchase. This policy explains your rights and the process for returns, refunds, and exchanges. It complies with UK Consumer Contracts Regulations 2013, the EU Consumer Rights Directive 2011/83/EU, and Directive (EU) 2023/2673.

1. Your Right to Cancel (Change of Mind)

You have the right to cancel your order within 14 days of receiving the goods, without giving any reason.

To exercise this right, you must inform us of your decision before the 14-day period expires by:

  • Emailing us at contact@stillandstoneco.com, or
  • Using our online cancellation function available: Click here, or
  • Using the model cancellation form available at the end of this policy.

You then have a further 14 days to return the goods to us.

Return shipping costs (important):
In case of cancellation under the right of withdrawal, you (the customer) are responsible for the direct cost of returning the goods. This cost depends on the carrier you choose and is not refunded by us.

Diminished value:
You may handle the goods to the extent necessary to establish their nature, characteristics, and functioning — as you would in a physical shop. If the goods show signs of use beyond what is necessary for inspection (for example, items that have been used to brew coffee, contain coffee residue, or show wear from repeated use), we will deduct an amount from your refund reflecting the reduction in value of the goods, which may correspond to the full value of the goods where they can no longer be resold as new.

2. Faulty, Damaged, or Incorrect Items

If your product arrives faulty, damaged, or different from what you ordered, your rights are protected under the UK Consumer Rights Act 2015 (UK customers) or the EU Sale of Goods Directive 2019/771 (EU customers).

For UK customers:
You have 30 days from delivery to reject the item for a full refund (short-term right to reject). Beyond 30 days and within 6 years, you are entitled to repair, replacement, or refund where appropriate.

For EU customers:
You are entitled to remedies under the statutory conformity guarantee, which applies for a minimum of 2 years from delivery. In line with Directive 2019/771, you are first entitled to repair or replacement of the goods. Price reduction or refund is available where repair/replacement is impossible, disproportionate, or fails.

In both cases:
We cover all return shipping costs for faulty, damaged, or incorrect items — we will provide a prepaid return label.

Please contact us at contact@stillandstoneco.com with photos or a short video showing the issue, and we will assess and resolve the matter as quickly as possible. We may request additional information to confirm the defect before issuing a return label or refund.

3. Refund Process and Timing

Once we receive your returned goods (or proof of return shipment, whichever is sooner), we will:

  • Inspect the items.
  • Process your refund to your original payment method within 14 days.

For cancellations under the right of withdrawal, the refund includes the price of the goods and the standard outbound shipping cost (where applicable). If you chose an enhanced delivery option (e.g. express), we will refund only the equivalent of our standard delivery cost.

We reserve the right to withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.

4. Items Not Eligible for the Right of Withdrawal

Under UK CCR 2013 (Schedule 1) and EU CRD 2011/83 (Art. 16), the right of withdrawal does not apply to:

  • Personalised or custom-made items
  • Gift cards

This list does not affect your statutory rights regarding faulty or misdescribed goods, which apply in all cases.

5. Exchanges

We arrange exchanges only for items that arrive faulty, damaged, or incorrect. For change-of-mind cases, please follow the cancellation process in Section 1 and place a new order if you wish to purchase a different item.

6. How to Initiate a Return

Email us at contact@stillandstoneco.com with:

  • Your order number
  • The reason for the return
  • For faulty items: photos or a short video showing the issue

Our team will respond within 24 hours with the next steps.

7. Return Address

Our return address will be provided in your return confirmation email, along with full instructions. Please do not return items without first contacting us, as returns sent to incorrect addresses cannot be processed. Returns are processed via our UK partner facility.

Model Cancellation Form (you may copy and send this to us if you wish):

To: Still and Stone Co, contact@stillandstoneco.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

  • Ordered on: [date]
  • Order number: [order number]
  • Name of consumer: [name]
  • Address of consumer: [address]
  • Date: [date]