We are committed to bringing you a product based on the highest quality standards possible, even with our unique handcrafted & hand-assembled pieces. However, before you choose to purchase one of our product/s, please understand that they are not always perfect and can include slight variations. These slight variations make them truly individual. Our products are for those who appreciate hand made jewellery, garments & accessories that take time; we are not a mass production, fast fashion company.
Take the time to care for your Two Green Stones product by following the recommended care instructions for each of our products, as those considered faulty due to reasonable general wear and tear or customer mistreatment will not be considered for replacement or granted a refund. Our products can be delicate, so please be mindful when wearing and caring for them. Wearing & caring for your purchased item becomes the responsibility of the purchaser once the labels are removed and the purchaser takes ownership of the item.
Please note we are not able to process a return or exchange for any faulty products, unless we have been informed within a 48hrs of delivery of the purchase. Please notify us via email at firstname.lastname@example.org . A change of mind (for our Jewellery & Accessory Collections) is not accepted as a valid reason for exchange or refund. Two Green Stones also does not accept any responsibility for a purchase of incorrect colour, or styling preferences.
To be eligible for the refund all products must be returned in an undamaged, unworn condition with all labels (including adhesive labels) attached. After examining the product we will confirm by email as to whether it is defective.
Earrings submitted for repair, exchange or return, must be in their original undamaged condition, including packaging(polishing cloths & box) & they must also have the original tags & stickers attached. For Jewellery which contains pairs such as our earrings, at least one piece must still have an undamaged sticker attached.
Minor Flaws and Faults
We will accept any truly defective products, and issue, either a repair of the goods, an exchange or refund. Once we have inspected a returned item and agree that there is a minor problem, & in a timely fashion, we will offer either a repair of the product or an exchange of that item.
If we decide the product can be repaired easily, you will be informed, in writing, via email. Please note repairs can take up to 14 working days, although we will try to repair & deliver them as soon as possible. Two Green Stones will pay for any costs involved to make the repair and also cover the delivery costs to return the repaired item to the purchaser.
If we deem the item to have a minor flaw, which cannot be repaired in a timely fashion, we will then issue an exchange. We will endeavour to exchange or replace any defective item/s as quickly as possible, once it has been received and inspected by our staff. The purchaser will be informed of the exchange in a timely fashion, and in writing via email.
Major Flaws and Faults
Please see below for examples of Major Flaws or Faults:
- If the product has a problem that would have stopped someone from buying it if they’d known about it
- If the product is significantly different from the sample or description
- If the product is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time frame
- If the product doesn’t do what you asked for and can’t easily be fixed within a reasonable timeframe; or
- If the product is unsafe.
If there is a major problem with a product, we will offer an exchange or a refund (if there is no longer stock of that item) to the value of the amount that the purchaser paid for that purchased item at the time of their sale. Please note that the original delivery charges cannot be refunded. The “Returned” postage of Two Green Stones products deemed to be faulty from manufacturing, will be paid for by Two Green Stones.
If we consider any returned product to have been used/worn/washed/ or tags or labels are missing or removed, we reserve the right to reject the return application and not provide a refund for the cost of the goods.
You should retain proof of postage in case you need it as evidence that you have returned the product to us. Returned products are your responsibility until they arrive at our business premises, as circumstances beyond our control can occur from time to time. We will also require this receipt as proof of postage/delivery costs involved, in order to process your refund and returned postage cost.
Exchange for the reason of Size
If the product you have purchased requires a different size, Howard-Smith Creations Pty Ltd is more than happy to offer an exchange on this item. To exchange an item you will need to return it to Two Green Stones / Howard-Smith Creations Pty Ltd in its original condition (with labels and swing tags attached), along with proof of purchase. Exchanges are subject to stock availability. Howard-Smith Creations Pty Ltd does not take any responsibility for the postage costs to return the item/s that need to be exchanged for reason of incorrect size.
Two Green Stones also does not accept any responsibility for the purchase of incorrect colour, or styling preferences, however we will exchange in this situation. In this situation, the purchaser, not Two Green Stones, will cover postage costs.
Please note: Purchases that are made at Stockists of our “Two Green Stones” products, are subject to the Returns policies and procedures of that Stockist, and cannot be returned directly to Two Green Stones.
HOW TO PROCESS A RETURN
Customers must contact Two Green Stones by email within 2 days from the date of receiving the goods. In order to process your repair, exchange or refund, please use this link and provide the following information:
- Original Order Reference Number
- Date of Purchase
- Items to be returned for exchange
- State the reason for return (if the return is due to a fault, please provide a photo if possible)
- State your preference of exchange or credit note
- Your contact email address
- Your contact phone number
Once you have made contact with us, we will inform you what to do next. If we request you to return the goods to us for further investigation, returns must be sent via Express Post or Registered Post (so that you can track the parcel) and directed to:
Two Green Stones, C/O – Smart Hub, Customs House, 208 Quay Street Rockhampton QLD 4700 Australia
Please note: Two Green Stones will not be responsible for return shipping costs nor duty reimbursement in the case of international purchases (other than faulty items) for the exchange of change of mind items. It is the responsibility of the customer to cover shipping costs to dispatch their updated order upon exchange of goods.
*Two Green Stones reserves the right to deny a return if it does not meet our returns policy.