Refund policy

At Stone Bridge Goods, we want every order to arrive correctly and in good condition. Please read our refund and replacement policy carefully before placing an order.

No Returns Needed

In most cases, we do not require customers to return items.

If your item arrives damaged, defective, incorrect, or missing, please contact us at stonebridgesupport@gmail.com within 15 days of delivery. After reviewing the issue, we may offer a refund, replacement, or another resolution depending on the situation.

Please do not send any item back to the sender address shown on your package. That may be a warehouse, shipping facility, or supplier address and may not be our return address.

Refund & Replacement Eligibility

To qualify for a refund or replacement, you must contact us within 15 days of the delivery date.

Please email stonebridgesupport@gmail.com with:

  • Your order number

  • A brief explanation of the issue

  • Photos or video clearly showing the problem

  • A photo of the shipping label, if available

We may ask for additional details to verify the issue before approving a refund or replacement.

Damaged, Defective, Wrong, or Missing Items

If your order arrives damaged, defective, incorrect, or missing an item, contact us within 15 days of delivery.

Once the issue is reviewed and confirmed, we may offer one of the following:

  • A replacement at no additional cost

  • A refund to your original payment method

  • Another resolution based on the situation

For damaged or defective items, please keep the original packaging and shipping label. If possible, we recommend recording an unboxing video when opening your order.

Product Defects

Our coverage applies to manufacturing defects only.

It does not cover:

  • Damage caused by misuse, accidents, or improper care

  • Normal wear and tear

  • Damage caused by modifications or alterations

  • Color fading or material breakdown caused by sun exposure, heat, water, or improper storage

  • Issues caused by using the product in a way it was not intended to be used

We cannot refund or replace items that function properly and match the item ordered.

Refunds for Dissatisfaction

If you are not satisfied with your order, contact us at stonebridgesupport@gmail.com within 15 days of delivery.

Our team will review your request and determine whether a refund, partial refund, replacement, store credit, or other resolution is appropriate.

Refunds are not guaranteed for items that were delivered correctly, match the product description, and function as intended.

Lost Packages

If your package appears to be lost in transit, contact us at stonebridgesupport@gmail.com.

We may offer a replacement once the carrier status confirms the package is lost or after a reasonable delivery investigation period has passed.

If you request a refund instead of a replacement, we may need to wait up to 15 days to confirm the package does not still arrive.

For lost-package claims, we may request carrier documentation, such as written confirmation from the shipping carrier or local post office.

Incorrect or Undeliverable Addresses

Customers are responsible for entering a complete and accurate shipping address at checkout.

We cannot offer refunds, replacements, or credits for orders that are lost, delayed, returned, or disposed of because of:

  • Incorrect shipping addresses

  • Missing apartment, unit, or suite numbers

  • Recipients who have moved

  • Refused deliveries

  • Recipients who cannot be contacted by the carrier

  • Failure to pick up a package from the carrier

If the shipping address was correct and the carrier disposed of or mishandled the package, we will review the issue and may offer a replacement.

Order Cancellations

Orders may be canceled within 6 hours of purchase, as long as the order has not already entered processing, preparation, fulfillment, or shipment.

Cancellation terms:

  • Within 1 hour of purchase: eligible for a full refund

  • After 1 hour but within 6 hours: eligible for a 70% refund

  • After 6 hours or once the order has entered fulfillment: cancellations may no longer be possible

Once an order is being prepared, packed, shipped, or fulfilled by our supplier or warehouse, we cannot guarantee cancellation or changes.

Non-Refundable Items

Some items may not be eligible for refunds unless they arrive damaged, defective, incorrect, or missing.

These may include:

  • Gift cards

  • Downloadable or digital products

  • Personalized or custom-made items

  • Intimate or sanitary goods

  • Personal care, health, or beauty items

  • Perishable goods

  • Hazardous materials, flammable liquids, or gases

If you are unsure whether your order qualifies, contact us at stonebridgesupport@gmail.com.

Refund Processing

If your refund is approved, it will be processed back to your original payment method.

Please allow time for your bank, card provider, or payment processor to complete the refund after it has been issued.

Need Help?

For questions about your order, refund, or replacement, contact us at:

stonebridgesupport@gmail.com