CONDITIONS OF RETURN
Sticks + Stones Outdoor will offer refunds based on our inability to supply, or if you have received the wrong product or a defective product. On this basis, we would offer to resupply or refund the product including all associated costs.
DEFECTIVE PRODUCT OR
INCORRECT ORDER
We want you to be completely satisfied with our products and service. If you believe your item is faulty please email us at [email protected] within 24 hours of your goods arriving.
The Customer must inspect the goods on delivery and must notify Sticks and Stones Outdoor within 24 hours of acceptance of goods in writing of any evident defect/damage, shortage, or failure to comply with the description or quote.
Send an email to [email protected] with your order number and photos of the issue, plus a brief description of what you think might be wrong, and our team will come back to you within two-three business working days.
If you fail to advise Sticks and Stones Outdoor in writing of any matter referred to within 24 hours of delivery, it is deemed that you have accepted the goods in good order and condition.
PRODUCT RETURN PROCEDURE
We recommend you follow the following steps to ensure an efficient returns process:
A. Report your return in writing to us by sending an email to [email protected]
B. Please wait for our reply and we will send you instructions
C. Pack the goods to be returned as carefully as possible
D. Please retain original packing as this way the goods are ideally protected against damages in transit
E. The value of the goods will be credited to your account as soon as they have arrived in our warehouse and gone through inspection
RETURN DELIVERY CHARGES
Where Sticks and Stones Outdoor considers the product to be faulty, any freight costs to return the goods to us will be at Stick and Stones Outdoor’s cost.
Where applicable, you may return the goods we have delivered to you by mail by contacting us at [email protected]
You may also contact or attend our showroom where you collected your goods, and we will assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement. Every return will be dealt with at the discretion of Sticks and Stones Outdoor.
Goods must be returned within the timeframe set down by Sticks and Stones Outdoor. This will be determined when first contact is made regarding the problem. The timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.
If any goods cannot be easily returned to us, please contact us at [email protected] to determine a suitable resolution.
Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative timeframe, which may vary due to reasons beyond ours, or the repairer’s reasonable control, such as part availability and incorrect fault description.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.