Refund policy
Returns within Australia
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@offcut.store. If your return is accepted, we will send you instructions and a shipping label for you to get your order back to us. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@offcut.store.
Please note, we do not cover the shipping cost on returns for change of mind and we are unable to refund the cost originally paid for shipping. The cost of the return label will be taken off the refund amount given.
Worldwide returns
Unfortunately we are unable to accept returns for products purchased overseas.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please note, as some of our stones are porous, they are susceptible to small breaks/ crumbles on their edges either in transit or in future use. If you feel the broken portion has affected the piece you have received, please email our team to have this sorted for you.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.