Returns, Refunds & Replacements Policy

 

At Sensory Stones, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help with returns, refunds, or replacements.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To qualify for a return, the item must:

  • Be unused and in its original condition.
  • Be returned in its original packaging.
  • Include your order number or proof of purchase.

How to Request a Return, Refund, or Replacement

  1. Contact our customer support team within the applicable time period.
  2. Provide:
    • Your order number
    • A brief description of the issue
    • Photos of the product and packaging (required for damaged, defective, or incorrect items)
  3. Our team will review your request within 1–2 business days.
  4. If approved, we'll provide return instructions or arrange a replacement, depending on your preference and eligibility.

Please do not return any items without contacting us first.

Replacements

We're happy to provide a free replacement if:

  • You received the wrong item.
  • Your item arrived damaged or defective.
  • Your order is missing parts or arrives incomplete.

Please report these issues within 7 days of delivery. We will ship the replacement at no additional cost once your claim is approved.

Refunds

Once we receive and inspect your returned item, we'll notify you of the outcome.

If approved:

  • Your refund will be issued to your original payment method.
  • Refunds are typically processed within 5–10 business days, depending on your bank or payment provider.
  • Original shipping charges are non-refundable unless the return is due to our error.

Return Shipping

  • Change of mind or no longer needed: The customer is responsible for return shipping costs.
  • Damaged, defective, incorrect, or incomplete orders: We will cover all shipping costs for the return or replacement.

Order Cancellations

Orders may be cancelled for a full refund before they have been processed or shipped. Once an order has been dispatched, it can no longer be cancelled but may qualify for a return under this policy.

Items Not Eligible for Return

We cannot accept returns for:

  • Used or intentionally damaged products.
  • Items returned without original packaging.
  • Returns requested more than 30 days after delivery.

Need Help?

Our customer support team is committed to resolving any issue quickly and fairly. If you have any questions about your order, returns, refunds, or replacements, please contact us, and we'll be happy to assist you.

Texxo Limited

Email: Support@Kalmzo.co.uk

Phone: +44 7926 912375

Monday-Friday, 9am-5pm GMT