We've had the same return policy for awhile now, but we recently took the time to rewrite it in a clear and easy to understand way. As a small business, customer service is extremely important to us. We want to make sure that you are happy with your purchase and your experience buying from Stone Creek Trading.
However, sometimes things happen beyond our control that would lead you to need to initiate a return. We feel that our return policy balances the needs of our customers with our ability to run our business. To find our return policy, simply follow the link in the footer of our website or in the FAQ section. I have also copied and pasted the policy below.
Due to the large, heavy and fragile nature of many of our products, damage during shipping does unfortunately happen. We are constantly evaluating our packaging and hand pack every order to ensure that your products arrive in the best condition. However, we cannot guarantee that our "Fragile - Handle with Care" stickers are read and followed!
In the event that your item arrives broken, please email email@example.com immediately. Please open and inspect all packages upon receipt. We cannot process damaged claims more than 30 days after you received the item. Please keep the broken item and all packaging for at least 14 days after you have contacted us.
When an item is damaged during shipping, we do not require that you return the broken item to us. Instead, we ask that you email us photos of the damaged item and any damage to the packaging. In addition, if you purchased a fermenting crock, please indicate whether the lid and stones were damaged, or only the crock itself. Once we have the photos, we will be able to package up a replacement and ship it to you within 1-2 business days.
Customer Initiated Returns
If you have changed your mind and would like to return the item you purchased, please contact us immediately. You will be responsible for paying the return shipping to get the product back to us. Once we have received the item, we will inspect it for any damage. If the product is unused and in sell-able condition, we will issue a full refund excluding shipping charges.
You must contact us before sending the item back to us, otherwise we won't be able to process the return. The item will need to be back in our possession within 45 days of the original order. If we receive the order outside of this time period, we will be unable to process your return.
Please note - many of our items are large and fragile. This means that they are more prone to damage during the shipping process. We recommend you purchase insurance on the return shipment (as we do on all shipments) for the purchase price of the item. If the product is damaged during the return shipment, you will be responsible for filing a claim with the shipping company if you choose. We will be unable to give you a refund of the original order in this situation.
If you believe the item you received is defective, please contact us. We will do our best to work with you to resolve the situation.
We hope that this will help ease your mind if you should need to return an item!