Returns & Refunds

Australian Consumer Law Guarantee

Under the Australian Consumer Law, you are entitled to a replacement, repair, or refund if a product has a major defect — regardless of our policy below. We honour all consumer guarantees in full.

Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, contact us within 14 days of delivery at contact@stratumstone.com with your order number and photos of the issue. We will arrange a full replacement, repair, or refund at no cost to you, including return postage.

Change of Mind

We accept change-of-mind returns within 14 days of delivery, provided the item is:

• Unworn and unused
• In its original packaging with all tags attached
• Not a custom, personalised, or bespoke order

Return postage costs are at the customer's expense for change-of-mind returns. Once we receive and inspect the item, a store credit or refund to your original payment method will be issued within 5 business days.

Custom & Bespoke Orders

Custom jewellery orders are made to your specifications and cannot be returned or exchanged unless they are faulty or not as described. This does not affect your Australian Consumer Law rights.

How to Initiate a Return

1. Email us at contact@stratumstone.com with your order number and reason for return.
2. We will respond within 24 hours with return instructions.
3. Post the item back to us securely. We recommend using tracked postage.
4. Once received and inspected, your refund or replacement will be processed within 5 business days.

Refund Timeline

Refunds are processed within 5 business days of us receiving the return. Depending on your bank or card issuer, funds typically appear within 3–10 business days after processing.

Questions?

Email us at contact@stratumstone.com — we respond within 24 hours, Monday to Friday.