Refund policy

 

This Refund Policy ("Policy") applies to all purchases from us, unless stated otherwise.  

At Bellastone, customer satisfaction is our priority. We are committed to providing high-quality products and service, offering refunds, repairs, and replacements in full accordance with Australian Consumer Law (ACL).

 

1. Consumer Guarantees

Your purchase is protected by consumer guarantees under the ACL. If a product fails to meet these guarantees, you are entitled to a repair, replacement, or refund depending on the nature of the fault. This policy is intended to complement, not replace, your statutory rights.

 

2. Damaged in Transit (48-Hour Inspection Window)

Please inspect all goods thoroughly within 48 hours of delivery.

  • Time Sensitivity: Claims for transit damage reported after 48 hours will be rejected by freight carriers and manufacturers.
  • Process: If damage is found, contact us immediately. In most cases, you will not need to return the damaged item; we will ship an identical replacement as soon as possible (subject to stock availability).

 

3. Warranty Claims

In the unlikely event that you receive a faulty item, claims will be processed according to our Warranty Policy and ACL regulations. We aim to resolve all repair, replacement, or refund requests within 30 days of receipt.

 

4. General Returns & Exchanges

If you change your mind, please contact us within 7 days of delivery to discuss a store credit, exchange, or refund. Please note the following conditions:

  • Pre-Installation Check: Goods must be inspected for correctness and quality prior to installation. We cannot accept returns or exchanges for any products that have already been installed or used.
  • Original Condition: The product and all original packaging must be completely intact and in "as-new" condition.
  • Exclusions: Clearance items, special orders, custom-made products, and non-stocked items are final sale and cannot be returned or cancelled once ordered.
  • Logistics: Return shipping to our warehouse (Unit 1, 181 Taren Point Road, Caringbah NSW 2229) is the responsibility of the customer. Original freight and delivery charges are non-refundable.
  • Processing Time: Please allow 5 business days for refunds to be processed once we have verified the condition of the returned goods.

 

Contact Us

If you have questions regarding this policy or need to initiate a return, please reach out: