Return and Refund Policy

Effective Dec 2019

Last Update Mar 2022

Our Returns Policy is in addition to your rights under the Australian Consumer Law, because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Change of mind return

We may accept returns of goods without incurring a restocking fee if the item(s) meet all the following criteria:

• The product and packaging is in its original condition.
• The product is not one which a change of mind is not provided for. (Product is not specially ordered products or at supplier products and is readily stocked by Mel Stones).
• The product is not in large quantity (greater than 2 pallets).
• The product value is less than $1,500.
• The product is returned within 5 business days of purchase.
• The product is in re-saleable condition.
• Mel Stones will no longer accept change of mind returns for products outside of the above criteria.

All change of mind returns (even those within the above criteria) are subject to Mel Stones's inspection & final approval. The final credit or refund provided will be based on the lesser value of either the original purchase price or current selling price.

Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Variation

We attempt to reduce irregularities, unfortunately batch variations are inherent in the manufacture of natural goods such as clay and natural stone, therefore, we do not allow returns for colour/batch variations.  

Other Returns

If the Customer fails to advise the Company in writing within 5 working days of Delivery, the Customer is deemed to have accepted the Goods and to have accepted that the Goods are not faulty and accord with the Customer's order.

If products received are not as per your order, damaged or defective (>5%), please inform Mel Stones within 5 business days of receiving the delivery. We will accept product returns and provide you with a refund. we do ask that if goods are returned, they are in their original condition and accompanied by any packaging that they arrived in.

Do not use, install or laid the products as it will be deemed as an acceptance of goods and will not be accepted for return.

To return your product, you should return your product to our warehouse location:

 Unit7/189-191 Cheltenham Road, Keysborough Victoria 3173 

Products may not be accepted for return without adequate proof of purchase.

Damaged Goods

Due to the nature of goods such as pavers, tiles, cladding and masonry products, please allow 5% extra for wastage, cuts, chips and breakages. This is an industry standard ‘spillage’ and anything under this amount will be classed as acceptable and reasonable damage within the industry. In the very rare case that you receive your goods and damages are in excess of 5% of the quantity ordered, please report this within 5 business days and send a photo of the breakages. Issuing of replacements and credit notes will only be over this amount.

The products we sell are intended for outdoor use and the majority of them travel long distance to get to you so there may be the occasional chipped, scuffed or broken slab. In a perfect world, this would not happen but is often unavoidable. The prices of the goods reflect this and extra should be bought to accommodate for this. Whilst we understand this may be frustrating, this is an unavoidable fact of this industry and is classed as acceptable not just by ourselves but also by the manufacturers.

If one or two slabs are broken these can still be used in an area when a slab would have to be cut to fit in. If there are substantial damages to the products greater than 5% we will do everything in our power to get them sorted for you.

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way.

As the products remain your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any products that are returned to us by mistake.

Special order

Special order, clearance or custom products cannot be returned.

Installation and fixed

Prior to installation ensure any blending is completed to meet owner/buyer’s approval. Once Goods are fixed in, this constitutes acceptance of colour, texture, finish and quality and no claim (for any reason) can be considered once the goods are installed.

Liability

We will not be liable for any defect or damage which may be caused or partly caused by or arise as a result of (include but not limited to):

• The Customer failing to properly maintain or store any Goods (including failing to maintain the Goods in accordance with the care instructions);
• The Customer using the Goods for any purpose other than that for which they were designed;
• The Customer failing to follow any instructions or guidelines provided by the Company (including Guides, Installation Information and Care Instructions);
• Fair wear and tear, any accident, or act of God.

If you have any questions regarding our Terms and Conditions, Return Policy or Privacy Policy please feel free to contact us.