Easy Returns

Easy Returns With Stonetools

Returning orders to us is easy. There are no hidden costs, unfair restocking fees, short return timeframes or confusing policies.

We offer a good will full refund or exchange within 28 days of the delivery of the product, as long as it is unused and returned in its' original packaging. All we ask is that you tell us about the return by creating your own return online or by calling us.

We can take care of the whole returns process for you - just ask us when you create the return and we'll do the rest. See the details on our Return Delivery Service for more information and costs.

You can see our full Returns Policy here.

Create Your Own Return Online

The details below are for creating a return online. If you would prefer, you can contact us on + 44 1892 519290 to create a return over the phone.

  1. You will need to be logged into your account. If you do not know how to do this see please the article Log In to or Log Out of My Account. Once logged in, click Purchase History from the drop-down menu on the left. Click the Sales Order number that the return relates to
  2. Select Request a Return from the menu on the right-hand side of the page. This will then load a return form. Use the checkbox on the left to select and/or de-select the products you want to return
  3. Edit the Quantity to Return as necessary and choose a return reason
  4. If you would like to exchange the products, include the details here
  5. If you would like to use our Return Delivery Service where we arrange the return of the products (see below for details and cost) please tell which day you would like this tot take place. If the collection address of the order is different from the original shipping address. We will email you a FedEx return shipping label
  6. Select the submit button to complete the return. You will see an on-screen confirmation with a reference number starting with 'RA' (Return Authorisation). Please print and include a copy in the parcel
  7. Send back to the address below or await contact from us to arrange our Return Delivery Service

Return Delivery Service

We offer a Return Delivery Service for all UK mainland address. We will coordinate the entire returns process for you and we simply deduct the £13.50 (+VAT) fee from the refund or exchange. We will provide a pre-paid returns label. Please write the request in the Additional Comments box, when raising the return in the My Account area and one of our team will contact you.

We will arrange this service for a product that is reported as defective, damaged in transit or is incorrect.

Where To Send The Parcel

Alternatively, please package products you wish to return and send to the address below, including a copy of the Return Authorisation (RA). We recommend that you use a delivery courier with a tracking service and that you please take care to pack the products carefully.

Stonetools Returns
Stonetools Ltd
Unit 8
Kingstanding Business Park
Kingstanding Way
Tunbridge Wells

What Happens After I Submit my Return?

The return will be handled by one of our Sales & Customer Service team who will be in touch to arrange the Return Delivery Service if requested. We process all returns and issue customer refunds the same day we receive items back.

You can see the status of your return at any time by navigating to Purchases in the My Account area and selecting Returns. The status is displayed in the top right column.

What Happens If a Product Isn't Performing as I Expected?

If you have a product that is not performing as expected, we ask that you raise a warranty claim. A member of our customer service team will be assigned your case and will be in touch.

To submit a warranty claim please email support@stonetools.co.uk