Refund policy

1. Right of Withdrawal

In accordance with applicable legislation, the Customer has a period of 30 days from the receipt of the order to exercise their right of withdrawal, without having to provide any reason and without penalty.

Any request for a return, exchange, or refund must be notified within this period by email.

2. Reporting an Issue

In the event of a damaged, defective, or non-compliant product, the Customer has 30 days from receipt of the package to report the issue.

In such cases, the Customer has the right to request, at their discretion:

• an exchange of the product,
• or a refund for the affected order.

3. Return Eligibility Conditions

To be eligible for a return, exchange, or refund, the Product must:

• be new and unused,
• be returned in its original condition,
• be complete (packaging, accessories, manual, protective materials),
• be in resellable condition as new,
• be accompanied by proof of purchase (invoice or order confirmation).

Incomplete, damaged, or visibly used products cannot be refunded.

4. Undelivered or Unclaimed Packages

If a package is returned to us due to:

• absence during delivery,
• or failure to collect the package from a pickup point within the required timeframe,

the Customer may choose between:

• a new shipment of the product,
• or a refund of the order.

5. Return Request Procedure

All requests must be sent by email to: support@stoneandsage.us

The request must include:

• a written description explaining the reason for the return,
• photographic evidence in the event of a damaged or defective product.

After receiving and reviewing the request, Stone & Sage reserves the right to accept or refuse the return if the above conditions are not met.

6. Return Shipping Costs

Return shipping is provided at no additional cost to the Customer, in accordance with the conditions specified during the return request process.

7. Refunds

Return address: 200 rue de la Croix Nivert, 75015 Paris, France

Once the return has been accepted:

• the refund will be issued using the original payment method,
• within 30 business days after receipt and inspection of the returned Product.

Bank processing times may vary depending on the financial institution.

8. Support

For any additional questions, the Customer is invited to consult the website FAQ or contact customer support at the following address: support@stoneandsage.us