Refund policy

Return Policy

At Stone Fix, we want you to feel complete confidence in the grit consistency, diamond concentration, and structural clamping stability of our stone tooling. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because masonry restoration equipment involves diamond-infused abrasives, chemical liquids, and mechanical vacuum suction seals susceptible to slurry contamination, grit wear, and surface stone etching during trial use, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Tooling Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The diamond polishing pads, seam setter clamps, backing pads, or chemical treatments must be completely unmounted on angle grinders, unused on stone slabs, and in their original, brand-new condition.
  • Slurry & Stone Contact Inspection Notice: Tools may be visually inspected in clean hands. We strictly cannot accept diamond pads that have touched stone surfaces or grinders (running diamond pads against granite, marble, or engineered stone—even for seconds—wears the diamond matrix, stains resin channels with stone slurry, and compresses hook-and-loop backings). We also cannot accept vacuum clamps that have been clamped to jobsite slabs with dirty rubber cups.
  • Diamond pad surfaces must show zero resin glaze, slurry stains, or chipped edge segments.
  • Aluminum seam setters and leveling knobs must show zero tool marks, thread abrasions, or dried stone epoxy glue residue.
  • Bottled stone sealers and chemical impregnators must have their factory tamper-evident induction foil seal completely unbroken and intact.
  • All original packaging—including molded storage cases, arbor brass nuts, protective suction cup covers, and technical grit charts—must remain 100% complete and undamaged inside the return parcel.
  • Commercial bulk trade purchases or opened consumable chemical containers are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because heavy steel and aluminum tooling kits require sturdy boxing to prevent impact damage in transit, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Stone Fix cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@stonefix.sbs within 30 days of delivery. Please include your order number, product model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a pad diameter, arbor thread pitch, or delivery address), contact us immediately at support@stonefix.sbs.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our mechanical inspection team will examine each component under bright lighting to verify compliance with our return conditions (absence of stone slurry, unpeeled bottle foil seals, undamaged rubber suction cups, pristine hook-and-loop backings, and complete original toolboxes). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@stonefix.sbs for further assistance.