Payment, Cancellation, Refund & Return

Advance Payment Policy

To secure your order and begin work on your project, we require an advance payment of 63% of the total invoice amount. This payment is non-refundable and will be applied to the final invoice.

By making this advance payment, you acknowledge that you have read, understood, and agreed to our terms and conditions. Please note that work on your project will not commence until this payment has been received.

The remaining balance of 37% will be due upon completion of the project, prior to delivery.

Refund & Return Policy

Please inspect your order upon receipt and call us promptly, as our refund and return policy only lasts 24 hours. This period will begin when we receive a confirmation receipt from the courier company. If it has been 24 hours since you received the item, and did not inform us through call or email, we are unable to provide you with a complete refund or exchange.

Not eligible for return:

As items that clearly state “HANDMADE”:

• The same items may differ slightly from each other, and the colors in the images may be slightly darker or lighter than the genuine product. One of these basic products will not be accepted for return.
• After we dispatch your order, we have no control over what happens to it. StoneRoot is not responsible for any shipment delays, parcel treatment, or damage caused by the courier company.

Additional non-returnable items:

• Items on Sale
• Items at a discount with coupons or codes.

To complete your return, we require a receipt or proof of purchase.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

There are certain situations where only partial refunds are granted:

• Wrong items
• Items less in quantity

Late or missing refunds

• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card or debit card company, it may take some time before your refund is officially posted.
• Next, contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund yet, please contact us at Email: info@stoneroot.pk

Exchanges

We only replace items that are delivered in a completely different form than the order the customer placed. Send us an email at info@numl.edu.pk and send your item to Address:  StoneRoot Arts & Crafts, House 516, Street 25/1, Phase V, Bahria Town, Islamabad.

Shipping Returns

To return your product, you should mail your product to Address: StoneRoot Arts & Crafts, House 516, Street 25/1, Phase V, Bahria Town, Islamabad.

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you order a handmade item that is not in stock, please know that it will take 10-12 days to create and ship.

Cancellation 

 We will provide a full refund if you cancel your order within 24 – 48 hours of placement and before production begins.

If you cancel your order after 48 hours or during production, we will refund 35% of the actual payment.

Please note that production begins as soon as we start working on your handmade item, and we cannot provide a full refund once work has commenced.

Need Help?

Contact us at info@stoneroot.pk for questions related to refunds and returns.

Call only in working hours: 11am to 4pm (Mon – Friday)