Refund policy

Returns requests are subject to review and approval based on the criteria outlined below.

What We Do Not Accept

We do not accept returns for:

Items that have been used
Items that have been damaged through customer mishandling
Sale items (unless faulty)
Opened or unsealed products (unless faulty)
Customised, personalised, or made-to-order products
Consumables or products used (e.g., incense, aromatherapy products if opened/used)
Gift cards or digital products
Items purchased more than 30 days ago

Product Characteristics & Liability Disclaimer

Natural Imperfections and Artisanal Manufacturing—Not Returnable

Ceramic, porcelain and stone products are subject to natural imperfections and variations in appearance are expected, valued, and NOT grounds for return or refund.

For a comprehensive list of manufacturing characteristics that are not considered defects and are not returnable, please refer to our Product Warranty page for more information. This includes details on:

Natural ceramic and porcelain variations (colour, glaze, texture, size, shape)
Brass and copper natural aging characteristics (patina, tarnishing, oxidation)
Manufacturing tolerances and acceptable production features

These variations add authenticity, uniqueness, and character to each Peoni & Stone product. They are features, not faults.

Consumables - No Ingestion Liability

Our consumable products are not designed to be ingested, despite their natural nature, unless otherwise explicitly specified on the product page and packaging. Peoni & Stone does not accept any liability whatsoever for the ingestion of any products. Customers are solely responsible for determining the appropriate use of all products. Any health issues arising from product ingestion or inhalation are the responsibility of the customer and shall not be attributed to Peoni & Stone.

Return Inspection Timeline

You must inspect your order immediately upon receipt and contact us within 48 hours if you identify a fault. Failure to report within this timeframe may result in return rejection, as this limits our ability to verify whether the fault was pre-existing or caused by mishandling.

How to Initiate a Return

Your order number
Photos of the defect/fault
Detailed description of the issue

Inspection & Approval

We will review your claim and contact you within 5 business days to approve or decline. If approved, we will provide return instructions and a return shipping label (see postage coverage below).

Return Postage Coverage

Australia - Faulty/Defective Products

We will cover all return postage costs. We will provide a pre-paid return shipping label via email.

Australia - Change of Mind Returns

If you have changed your mind or are unsatisfied with an item that is not faulty, you may return the product in its original condition within 30 days. You will be required to cover all return postage costs. Once we receive and inspect the product in its original condition, we will refund your order to the original payment method, minus our shipping costs. All items, including free or promotional items included in your order, must be returned in their original unused condition for your refund to be approved.

Product Standards

What Constitutes a Genuine Fault or Defect (Returnable)

We accept returns for the following genuine manufacturing faults:

Ceramic and Porcelain Products:

Structural cracks or chips in the clay body (not caused by customer mishandling, transit damage, or normal use)
Glazing defects that affect the product's function or safety (e.g., glaze bubbling or cracking that causes weakness, glaze peeling that exposes bare clay, glaze defects that compromise waterproofing or integrity)
Manufacturing defects (e.g., lopsided construction that prevents product from sitting flat or functioning as intended)
Safety hazards (sharp edges, toxic glaze issues, product is unsafe to use)
Wrong item shipped (you received a different product than ordered)
Missing or broken components (if product shipped incomplete or broken on arrival, clearly not due to customer handling)

Brass and Copper Products:

Structural defects in the metal construction (weak joints, broken attachments, faulty assembly)
Manufacturing defects that affect function or safety
Defects present at time of purchase, not caused by customer handling or environmental exposure
Wrong item shipped (you received a different product than ordered)
Missing or broken components (if product shipped incomplete or broken on arrival, clearly not due to customer handling)

Manufacturing Characteristics Not Returnable

Manufacturing variations, natural aging characteristics, and artisanal production features are NOT grounds for return. Please refer to our Product Warranty page for the complete list of manufacturing characteristics that are not considered defects, including:

Ceramic and porcelain colour, glaze, and texture variations
Size and shape variations within manufacturing tolerances
Brass and copper patina, tarnishing, and oxidation
Water damage and corrosion from improper drying (considered standard wear and tear)
Glaze wear, discolouration, and other aging characteristics

Inspection Process for Fault Claims

When you submit a return request, we will review all photos and descriptions to determine whether the issue constitutes a genuine fault or a natural ceramic characteristic or manufacturing variation.

We reserve the right to:

Request additional photos or information
Decline returns where the claimed "defect" is a natural ceramic characteristic or manufacturing variation
Require the product to be returned for physical inspection before approving a refund (at our cost if fault is confirmed)
Decline returns if the fault appears to be caused by customer mishandling, improper use, or negligence

Refunds & Processing

Approval Timeline

Once we receive your return claim, we will respond within:

Australia: 5 business days

Inspection of Returned Items

Upon receipt of returned goods, we will inspect the item to verify that it meets our fault criteria. This inspection may take up to 10 business days. Only after inspection will we process your refund.

Refund Processing

If your return is approved and the item passes inspection, we will process your refund within 14 business days of receipt. Your refund will be credited to your original payment method. Please allow an additional 5–10 business days for your bank or credit card company to post the credit to your account.

Refund Amounts

Full Refund: If the product is approved as faulty/defective, you will receive a refund of the full purchase price (product cost only).

Original Shipping Cost: Refunds do not include the cost of your original delivery/shipping to you. Original shipping charges are non-refundable.

Return Shipping: If returns have been approved as defective or faulty, we cover the cost of return shipping. Do not incur postage costs without prior approval – we will only reimburse return postage if:

Your return is pre-approved by us, AND
You use the return shipping label we provide, AND
The returned item is in acceptable condition for inspection

Items Damaged During Delivery

Australia

Once goods are handed to the carrier or delivery agent, Peoni & Stone is not liable for damage that occurs in transit. However, we recognise the inconvenience this causes and will do our best to assist in filing a claim with the carrier.

Your Responsibilities

If your item arrives damaged or broken due to transit/shipping (not caused by customer mishandling), you must:

Document the damage immediately: Take clear photos of the damaged item in its original packaging and the packaging damage. These photos are essential for the carrier claim.

Report within 48 hours: Contact us via our contact us page with:

Order number
Photos of the damaged item and packaging
Detailed description of the damage

Do not open or remove the damaged item from its original packaging until we have provided approval. Opening the package may void the carrier's liability.

Retain original packaging: The original packaging is required for carrier claims and is essential evidence for claim processing.

What Happens Next

Upon receipt of your documentation, we will:

Review your claim to assess whether damage occurred in transit
Initiate a carrier claim on your behalf with the courier (Australia Post, USPS, DHL, etc.)
Keep you informed throughout the claim process
Await carrier determination of liability and compensation

Resolution Options

If the carrier approves the claim and compensates Peoni & Stone:

We will either send you a replacement item at no cost (with a pre-paid return label for the damaged item), OR provide a full refund after receiving and inspecting the damaged item.

If the carrier denies the claim or cannot be located:

We will evaluate the circumstances and may, at our sole discretion, offer a replacement or refund. Any refund offered in this scenario will be net of the original shipping costs.

If the damage is determined to be caused by customer mishandling or negligence post-delivery:

We cannot process a return or refund, as this falls outside transit damage coverage.

Return Postage for Damaged Items

If we proceed with a replacement or refund, return postage for the damaged item will be covered by Peoni & Stone via pre-paid shipping label.

Important Notes

Peoni & Stone's role is to assist you with the carrier claim process; we do not assume financial responsibility for transit damage
Carrier claims can take 4–8 weeks to process, depending on the courier
You are welcome to pursue a claim directly with the carrier if you prefer
Timely reporting (within 48 hours) significantly improves claim approval rates

Items Lost or Not Received

If you do not receive your item:

Check tracking: Verify the tracking status via your carrier's website

Wait 5 business days: International parcels can take longer to be marked as delivered

Report to us: If tracking shows "delivered" but you haven't received it, contact us with order number and tracking number

File carrier claim: We will assist you in filing a claim with the courier (Australia Post, USPS, DHL, etc.)

Please note: Peoni & Stone is not responsible for items lost in transit, but we will support you in filing a carrier claim. If the carrier cannot locate or compensate for the lost item, we will offer a replacement or refund at our discretion, minus original shipping costs.

Condition of Returned Items

Returnable items must:

Be in original condition
Be in original packaging (or protective packaging if original is damaged)
Include all original components, inserts, and packaging materials
Not show signs of customer use, wear, or mishandling
Not have been altered, modified, or customised

If returned items are damaged, dirty, or show signs of customer use, we reserve the right to:

Decline the return
Deduct repair or cleaning costs from your refund
Request the item be re-shipped at the customer's cost

Proof of Delivery & Return Authorisation

We require proof of delivery to establish when the 30-day return window commenced. We will use carrier tracking, delivery photos, or other evidence to confirm delivery date.

All returns must be pre-approved. Sending items back without prior authorisation may result in the items being refused, held, or returned to you at your cost.

Customer Service & Support

For questions or to initiate a return, contact us via our contact us page.

We will respond within:

Australia: 1 business day

Disputes & Final Determination

Peoni & Stone reserves the right to make final determinations on all return requests. If we decline your return request, we will provide a written explanation.

We cannot accept:

Liability for customer dissatisfaction with product appearance
Returns based on colour variations or minor imperfections in ceramics
Returns of items damaged through customer mishandling
Disputes more than 30 days after delivery

If you disagree with our decision, you may escalate to our contact page with additional evidence. A senior team member will review your case within 5 business days.

Chargeback & Payment Dispute Prevention

If you initiate a chargeback, payment dispute, or fraud claim with your bank or payment processor without first contacting us, we reserve the right to:

Decline all future returns for your account
Refuse service to your email address or payment method
Pursue recovery of disputed amounts through legal channels

We encourage customers to contact us first – we are committed to resolving issues fairly.

Policy Modification

This policy is subject to change at any time at Peoni & Stone's sole discretion. We will provide notice of material changes via our website. Continued purchases after policy changes constitutes acceptance of new terms.

Acknowledgment

By making a purchase from Peoni & Stone, you acknowledge that you have read, understood, and agree to all terms and conditions of this Returns & Refund Policy.

This policy supersedes any contradictory statements on other parts of our website, in marketing materials, or in customer service communications. In the event of any conflict between this policy and our Terms of Service or Terms and Conditions, the most restrictive and favourable interpretation to Peoni & Stone shall apply.