Refund & Replacement Policy

01Order Cancellation

• Orders can be cancelled within 12 hours of placement or before dispatch, whichever is earlier.
• Once an order has been dispatched, it cannot be cancelled.

To request cancellation, please contact our support team at info@thestoneoil.com with your Order ID.

02Damaged, Defective or Incorrect Products

If you receive:

• A damaged product
• A defective product
• A wrong product
• A product with missing items

Please notify us within 48 hours of delivery.

To process your request, kindly share:

• Order ID
• Clear photographs of the product
• Photographs of the outer packaging
• A brief description of the issue

After verification, we will provide either:

• A free replacement, or
• A full refund to the original payment method

03Refund Eligibility

Refunds may be approved in the following situations:

• Order cancelled before dispatch
• Product lost during transit
• Damaged product received
• Incorrect product delivered
• Verified quality issue

04Non-Returnable Products

For hygiene, safety, and consumer protection reasons, we cannot accept returns or exchanges for:

• Opened products
• Used products
• Products with broken seals
• Products damaged due to misuse or improper storage

This policy helps ensure every customer receives a fresh and untampered product.

05Refund Processing Time

Once approved:

• Refunds are initiated within 3–5 business days.
• Credit Card, Debit Card, UPI, Net Banking and Wallet refunds may take 5–10 business days to reflect.

Final reflection time may depend on the customer’s bank or payment provider.

06Replacement Policy

Eligible replacement requests will be processed within 2–5 business days after verification.

Replacement products will be shipped at no additional cost.

07Delivery Issues

If tracking shows delivered but the package was not received, customers must notify us within 48 hours of the delivery status update.

We will coordinate with the logistics partner and provide a suitable resolution after investigation.

08Contact Us

For any refund, replacement, cancellation, or order-related assistance, please contact:

• Customer Support Team
• Email: info@thestoneoil.com
• Business Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST

09Our Customer Promise

We value transparency, fairness, and customer trust. Every genuine issue is reviewed promptly, and we strive to provide the quickest possible resolution.