Welcome to the Stone Planet website (the ‘Site’). This platform is operated by [Planet Distribution & Services Pty. Ltd.] (ABN 58 694 583 170), trading as Stone Planet (“we,” “our,” or “us”).
At Stone Planet, we believe transparency is the foundation of a great business relationship. Because natural stone is a unique, high-value material, we want to ensure you fully understand how we handle everything from the first deposit to the final delivery.
Here is a detailed breakdown of our Terms and Conditions, written to be as clear and straightforward as possible.
1. Ordering & Order Confirmation
- The Agreement: When you accept our quote and pay your deposit, you are entering into a binding contract with Stone Planet. We recommend having your installer or architect confirm all measurements and quantities before you pay.
- Cancellations: Standard orders can be cancelled in writing, but please note that deposits may be forfeited to cover administrative and handling costs (If Any). Custom Orders are strictly non-cancellable, and payment is due in full (or the percentage mutually agreed to) regardless of project changes.
2. Payment Terms
- Deposit Requirements: We require a 50% deposit to secure your specific batch of stone.
- Balance Due: The remaining balance must be paid in full—and funds must be cleared—before any goods are dispatched or collected from the warehouse or any other facility of ours.
3. Storage Policies
- Free Storage: We offer free storage for your paid orders for up to 2 weeks.
- Ongoing Storage: If your site isn’t ready after 2 weeks, we continue to store your goods for a fee of $8 per pallet, per week. This must be paid in full prior to collection or shipment.
4. Inspection & “The 72-Hour Rule”
This is the most critical part of our agreement to ensure a smooth claim process.
- The 72-Hour Window: You must examine your goods immediately upon receipt. If you find any defects, color issues, quantity discrepancies, or damage, you must submit a written claim with photos and videos to us within 72 hours.
- Stop Unpacking: If you notice an issue, do not unpack additional pallets. If you continue to unpack or use the goods, they are deemed to be approved and accepted by you.
- Installation Equals Acceptance: We cannot accept any claims for defects or color variations once the stone has been installed. Usage of the goods post-delivery confirms their fitness for your purpose.
5. Returns & Refunds
- Change of Mind: We do not offer returns or refunds for “change of mind,” wrong selection, or if you simply ordered too much.
- Restocking Fees: If a return is specifically approved by us in writing, a 25% restocking fee applies or a minimum charge of $250 (whichever is greater).
- Return Conditions: Goods must be in their original packaging and not unpacked. You (the buyer) are responsible for arranging and paying for the return freight to our warehouse.
- Exclusions: We do not accept returns for broken goods, custom orders, or sale/discontinued items.
6. Custom Orders
- No Exceptions: Custom orders are tailored specifically for you. As such, they cannot be cancelled, returned, or refunded under any circumstances. These must be paid for in full upon arrival.
7. Liability Limits
- Product Only: Our liability is limited to the goods supplied. We are not liable for any promises you make to third parties or for “consequential losses” like labor costs or project delays.
By proceeding with your Stone Planet order, you agree to these specific terms. We look forward to helping you complete a successful project!