SHIPPING and RETURNS POLICY
TRACK MY ORDER
When shipping your order, we will send a confirmation email with your tracking number to confirm that your order has been accepted.
Your order status may take up to one hour to update after your order has been placed.
SHIPPING DESTINATIONS, COSTS AND DELIVERY TIMES
An estimated shipping time for your order will be available to view on the checkout page before you confirm payment. Estimated delivery times are subject to the acceptance of your order and will be calculated from the date on which your order is placed, unless otherwise specified. Different terms and conditions may apply for different shipping destination
We are only able to deliver to the shipping address provided on your order. Changes are not permitted once your order has been shipped.
Please select your preferred shipping destination for shipping options, delivery times, shipping costs and all other information. Please note, the applicable Terms & Conditions will depend on the shipping destination selected.
We endeavour to fulfil all orders and may be able to deliver to your destination even if it’s not listed above. Please contact us at info@ultimatestones.com.au to discuss shipping inquiries.
Placing and Accepting Orders
Orders will not be dispatched until payment in full has been received and Ultimate Stones is satisfied with the integrity of the order. Ultimate Stones is not responsible for any loss or damage caused by late delivery or cancellation of an order or a product. Placement of an order by you constitutes an offer to enter into an agreement with us. We will email you an Order Confirmation for the sole purpose of confirming the details of your offer.
Cancellation Policy
We reserve the right not to provide goods or services, terminate membership accounts, remove or edit content or cancel orders (or part thereof) at our sole discretion at any time. Without limiting the operation of any other Terms and Conditions herein, we will not be held liable for loss or damage arising from the exercising of these rights.
Cancellation by the Customer
Our agreement with you only comes into existence once we have both confirmed your order and your payment has been processed. Once we have accepted payment for an order, cancellation of the order is within our sole discretion. Orders that cannot be cancelled will be subject to our terms, conditions and policies relating to Returns and Exchanges. Orders cannot be cancelled once product has been shipped.
Delivery
It is your obligation to enter the correct delivery address details at the time of ordering. Should you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense. Please note that if an item has been lost in transit, we will not despatch a replacement item immediately. Replacement items will be despatched according to our discretion. Domestic delivery is handled by Australia Post and is subject to their terms and conditions. Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from a late delivery. You agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order. We will not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.
Goods Damaged or Faulty on Delivery
Ultimate Stones’s main priority is your satisfaction. If you receive products that are damaged or faulty, we will happily organise an exchange for you. You must return damaged/faulty goods within 7 days of receipt. If a product is later deemed to be faulty, normal warranty conditions for that product apply. In the event that you receive a defective or damaged product, we will despatch you a replacement item (subject to availability) once we receive the return, at our cost. Please note that all products that are found to be non-defective will incur the delivery costs of returning the item to Ultimate Stones
RETURNS POLICY
LIABILITY
Our products 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. For further information as to your rights under the Australian Consumer Law, please visit the Australian Consumer Law website.
To the full extent permitted by law (including under the Australian Consumer Law), we exclude:
all other guarantees, warranties, conditions and other terms whether express or implied and whether arising from statute, common law, trade custom or otherwise; and
all liability for loss of profits or revenue, loss of anticipated savings, loss of contract, loss of goodwill, loss or interruption of business, loss of data, and any other loss or damage of any kind.
Where any guarantee, warranty, condition, liability or other term cannot be lawfully excluded then, to the extent permitted by law, our maximum liability to you is limited to the amount paid by you for the goods in question
Except to the extent required by law (including the Australian Consumer Law), we will only consider and, if applicable, provide a refund, replacement or repair if it has been claimed in accordance with the procedures set out in this Returns Policy.
HOW TO MAKE A CLAIM
We strive to ensure that our goods meet or exceed your expectations on delivery. However, occasionally goods may not arrive in the condition that we intended them. If you need to make a claim for a refund, replacement or repair in respect of goods supplied by us, please follow the procedures set out below.
If your products were damaged in transit
In the unlikely event that you receive an item that has been damaged in transit, please contact us via email; info@ultimatestones.com.au within 24 hours of discovering the damage and include your order number, description of the issues and clear photographs showing the damage. We will try to resolve the situation as soon as possible.
Without limiting any statutory rights you may have (including those referred to (above), we may, as an alternative to offering a replacement, provide an alternative solution such as:
-contributing to the cost of having the item fixed locally based on quotations;
-compensation for you to repair the item yourself;
-giving you the item at a discount
-sending you replacement/missing parts at no charge;
-offer a partial or store credit voucher or refund.
We will arrange for the collection and return of any damaged item which we have agreed to refund or replace at our cost.
If your goods have a manufacturer’s fault/flaw
In the unlikely event that you receive an item that has a manufacturer’s fault or flaw, please contact us via email: claims@interiorsonline.com.au within 7 days of discovering the fault/flaw and include your order number, description of the issues and clear photographs that show the fault or flaw. We will aim to resolve the situation as quickly as possible for you.
Without limiting any statutory rights you may have (including those referred to in section ,
-we may, as an alternative to offering a refund or replacement, provide an alternative solution such as:
-contributing to the cost of having the item fixed locally based on quotations;
-compensation for you to repair the item yourself
-giving you the item at a discount;
-sending you replacement/missing parts at no charge.
We will arrange for the collection and return of any faulty or flawed item which we have agreed to refund or replace at our cost.
Please note that we do not generally consider minor variations in colour, dimensions, finish or naturally occurring characteristics to be faults or flaws.
This section does not affect or limit your rights under the Australian Consumer Law.
If the incorrect item has been delivered to you
Please contact us via email: info@ultimatestones.com.au within 24 hours of the delivery of an incorrect item. We will arrange for the collection of the incorrect item and delivery of the correct item. You will not incur any additional costs in this circumstance. Your replacement item will be delivered to you within the normal delivery time frame for that item. In the event the item ordered is unavailable, we will offer an alternative product, store credit or a full refund.
Faults and warranty claims
If an item arrives that is defective it will assist in any warranty claim if you take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 2 business days of your delivery.
We will not be responsible for:
-insignificant minor imperfections or superficial blemishes;
damage, wear and tear as a result of improper or lack of maintenance and/or care (eg fabric, leather or timber);
-insignificant minor variations in dimensions, colour;
-damage arising from improper assembly or modification;
-damage caused by you or damage arising from abnormal use or abuse;
-damage to external or product packaging only;
-damage occurring during your own handling and transportation of the item.
Change of Mind returns
In the event that you would like to return an item due to a change of mind, it must be discussed with one of our sales team within 48 hours of receiving the goods. Any return on this basis is at ours’ and our supplier’s absolute discretion. If agreed, you are to arrange your own freight back to the supplier at your cost and at your risk.
We require the returned product(s) to be unused and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund). This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with.
Returning items may also incur a re-stocking and administration fee which will be discussed with you prior to the return of the goods.
We reserve the right to only provide a store credit in exchange for returned goods. That store credit will be valid for 6 months, unless otherwise advised by us at the time we are considering your claim. The credit will include deductions for the actual delivery charge to originally deliver the item/s. This may vary from the charge on your original order as freight charges are subsidised by us.
Please note we will not consider any “Change of Mind” return request for:
-special order items;
-items that are made to order;
items which we reasonably consider were purchased for commercial use or non-domestic use.
Delivery Address and Special Instructions
Please provide us with a ground floor delivery address where deliveries can be made during normal business hours from Monday to Friday. A post office box address or parcel locker cannot be accepted.
Please provide clear delivery instructions within the “Special Delivery Instructions” area of the checkout. Many of the products on our website are heavy in nature and may require special delivery arrangements. It is imperative that you provide us with any special delivery details relating to your delivery address. Should your delivery address be in an apartment block, high rise building, block of units or flats or have restricted access you must notify us at the time of order, so that special arrangements can be made if necessary. We reserve the right to charge for any additional freight costs involved with making or fulfilling any special delivery arrangements.
Delivery Cannot be Completed
You are responsible for providing us with the correct delivery address. If you provide an incorrect address and as a result we are unable to successfully deliver your order to you after [21] days or [1] delivery attempts (whichever occurs sooner) we reserve the right to charge you any additional re-delivery charges or cancel your order and the provisions of section above of these Conditions will apply. For this reason, it is vital that you ensure you have provided the correct address, email address and telephone number as we may use this information to contact you in the event we are unable to deliver your order.