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FAQ

Money Back Guarantee

We're so confident about our products that Stone Pony offers a 21 day money back guarantee.  We'll hit you up for the shipping costs but we'll take the product back no questions asked.

Shipping Pricing

Stone Pony offers subsidised shipping to most metro areas.  If you live outside a metro area, please contact us by phone for shipping costs.  Note that there are restrictions on some products, and some products cannot be shipped to remote locations.

Free Shipping

Free shipping, where offered, does not apply to wholesale accounts.  Please contact us for shipping costs on wholsesale accounts.

Shipping Times

You will typically receive your order within 5 to 10 working days of purchase, however please allow up 20 working days.  We mostly rely on furniture removalists; the upshot of which is they tend to care for our products more carefully, and the downside is it sometimes takes a bit longer than your average freight company that ships cardboard boxes.

Furniture Warranty

Stone Pony fully warrants all products for manufacturing defects for 12 months.  

Due to the nature of timber products:

 - we do not warrant differences which come about due to natural grain, natural colour variations and knots.

 - we do not warrant changes to furniture due to differing temperature and humidity conditions.

Warranty and freight damage claims must be reported to us within 48 hrs of receipt of order

Expansion & Contraction

All timber products will display movement from season to season due to changes in humidity and, to a lesser extent, temperature.  Avoid exposing your furniture to strong sunlight and heat.  Most Stone Pony furniture is indoor-only, unless otherwise specified.

Refund Policy

You may return new, opened or unopened items within 7 days of delivery for a full refund if the product is in some way damaged or has a manufacturing fault.  We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or damaged or defective item, etc.) but the receiver is expected to assist us with repackaging the item(s) and working with us to ensure the prompt return of the item(s). Stone Pony may request photo evidence of the fault/damage before authorising a return.

You should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (up to 10 business days), the time it takes us to process your return once we receive it (up to 5 business days), and the time it takes your bank to process our refund request (2 business days).

If you wish to return an item please contact us my email.

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