Refund policy

Returns & Refund Policy

Last Updated: July 11, 2026

At SORA & STONE, we want you to love every piece you bring into your home. If something isn't quite right, we're here to help. This policy outlines our returns, refunds, and exchanges process and is designed to comply with the Australian Consumer Law (ACL).

Change of Mind Returns

If you change your mind about your purchase, you may request a return within 30 days of receiving your order, provided that:

The item is unused and in its original condition.
It is returned in its original packaging with all tags and accessories included.
You can provide proof of purchase (such as your order confirmation or receipt).

Please note that change of mind returns are subject to approval and do not apply to all products.

Items Not Eligible for Change of Mind Returns

For hygiene, safety, or product integrity reasons, we cannot accept change of mind returns for:

Clearance or sale items (unless faulty or required by law)
Gift cards
Customised or personalised products
Products damaged through misuse, accidental damage, or normal wear and tear
Items returned without their original packaging or in a used condition

Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Email us at hello@soraandstone.com with:

Your order number
A description of the issue
Clear photos showing the product and any damage

Once reviewed, we will work with you to provide an appropriate remedy, which may include:

A replacement
A repair (where appropriate)
A full or partial refund

These remedies are provided in accordance with your rights under the Australian Consumer Law.

Return Process

To request a return:

Email hello@soraandstone.com within the applicable return period.
Include your order number and reason for the return.
Wait for our team to confirm your return instructions.
Carefully package the item and send it back using the provided instructions.

Please do not return products without contacting us first, as this may delay processing.

Refunds

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

If your refund is approved:

Refunds will be issued to your original payment method.
Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Original shipping charges are generally non-refundable unless the return is due to our error or the product is faulty.

Exchanges

If you would like a different colour, style, or item, please contact us.

Where stock is available, we are happy to arrange an exchange. If your preferred item is unavailable, we may offer:

Store credit
A refund (where applicable)
An alternative product

Return Shipping Costs

Change of Mind

Customers are responsible for return shipping costs for approved change of mind returns.

We recommend using a tracked shipping service, as we cannot accept responsibility for items lost during return transit.

Faulty or Incorrect Items

If the return is due to:

A faulty product
A damaged item
An incorrect item sent by us

SORA & STONE will cover the reasonable cost of return shipping or provide a prepaid return label where available.

Australian Consumer Law

Our goods 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under Australian law.