Refund policy

Shipping, Return & Refund Policy

At Stone & Bloom, we strive to deliver high-quality home and garden items. Our policies strictly comply with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or incorrect, you are entitled to a free replacement or a full refund.

Please inspect your order upon receipt and contact us within 7 days of delivery at stonebloomsupport@gmail.com with the following required evidence:

  1. Your Order Number

  2. Clear photos or a short video showing the damage, defect, or wrong item

  3. A clear photo of the original shipping label on the package

Once verified by our support team, we will send out a free replacement or issue a full refund. You will not be charged any shipping fees for damaged or faulty goods.

2. Cancelled Orders

Under UK distance selling regulations, you have the right to cancel your purchase and request a return within 14 calendar days of receiving your items without giving any reason.

Conditions for Change-of-Mind Returns:

  • Notification: You must notify us at stonebloomsupport@gmail.com within 14 calendar days of receiving your package.

  • Return Window: Once notified, you have a further 14 days to send the item back to our designated return address.

  • Return Shipping Costs: In accordance with UK law, the customer is responsible for paying all return shipping costs for change-of-mind cancellations. Original standard delivery fees will be refunded, but premium or express shipping upgrades are non-refundable.

  • Condition of Items: Items must be unused, in their original packaging, and in a resalable condition. We reserve the right to deduct an amount from the refund if the value of the item has been diminished by handling beyond what is necessary to establish its nature and functionality.

3. Shipping & Delivery Latency Disclaimer

Estimated delivery timelines provided at checkout are guidelines and not guaranteed delivery dates. Once dispatched, transit times are managed by independent logistics partners. Stone & Bloom is not liable for minor carrier delays, weather disruptions, customs clearance holds, or peak seasonal spikes.

30-Day Delivery Guarantee: In accordance with UK consumer law, if your order has not arrived within 30 days of your purchase date, you are legally entitled to cancel your order for a full refund. For tracking updates or minor logistics inquiries, please email stonebloomsupport@gmail.com.

4. Statutory Non-Returnable Items

In accordance with statutory exceptions under UK law, the right to cancel does not apply to:

  • Goods made to personal specifications or custom/personalized items.

  • Perishable goods (such as live plants, seeds, or flowers).

  • Sealed goods unsealed after delivery that are not suitable for return due to health protection or hygiene reasons.

5. Order Cancellations

Because orders are automatically routed to our fulfillment queues for fast dispatch, orders cannot be cancelled or modified once submitted to processing. If you wish to cancel an order after it has been processed, you must wait to receive the item and initiate a statutory 14-day return.

6. Refund Processing

Approved refunds will be processed within 14 days of us receiving the returned goods (or receiving valid proof of return postage). All refunds will be credited back to your original payment method.