Refund policy
Thank you for shopping with Stonewell.live. We want every purchase of our bathroom supplies to arrive safely, accurately, and in satisfactory condition. If an item does not meet your expectations or arrives with a problem, this Return and Refund Policy explains the available options and the process for requesting assistance.
This policy applies to purchases made through https://www.stonewell.live/.
1. Our Return Commitment
Stonewell.live accepts eligible returns when products are unused, reasonably clean, and returned in substantially the same condition in which they were received.
Unless a different return period is expressly stated on a product page or at checkout, customers should contact us within 30 calendar days of delivery to request a return.
Nothing in this policy is intended to waive or limit any rights that cannot lawfully be waived under applicable federal, New York State, or other applicable law.
2. Eligible Returns
A return may generally be accepted when:
- The product is unused or has only been reasonably inspected.
- The product is in its original condition.
- The original packaging, accessories, instructions, and components are included when reasonably available.
- The item was purchased directly through Stonewell.live.
- The return request is submitted within the applicable return period.
- The product has not been modified, damaged through misuse, improperly installed, or exposed to conditions inconsistent with its intended use.
Bathroom products may include items intended for direct contact with water, moisture, cleaning products, or other household environments. Customers should inspect products carefully before installation or use.
3. Damaged, Defective, or Incorrect Items
Please contact us as soon as reasonably possible if:
- Your order arrives damaged;
- You receive a defective product;
- You receive the wrong item;
- Parts or accessories are missing; or
- The product materially differs from the description presented at the time of purchase.
For damaged or incorrect merchandise, we may request photographs showing the product, packaging, shipping label, and relevant damage. This information allows us to investigate the shipment and determine the most appropriate resolution.
Depending on the circumstances, we may provide:
- A replacement product;
- Replacement parts;
- A return authorization;
- A refund; or
- Another commercially reasonable resolution.
Customers should not discard substantially damaged products or packaging before contacting us when the condition may be relevant to a shipping claim.
4. How to Request a Return
To request a return, contact:
Email: [email protected]
Contact Person: VANESSA KAY SEAGRAVES
Return Address:
RF Catalytic Capital, Inc.
420 5th Ave
New York City, NY 10018
United States
Please include:
- Your full name;
- Order number;
- Email address used for the purchase;
- Product name;
- Reason for the return;
- Photographs when the item is damaged, defective, or incorrect; and
- Any other information reasonably necessary to identify the transaction.
Do not ship a return to the address above until our customer service team confirms that the return should be sent there. A return sent without appropriate instructions may take longer to process.
5. Return Shipping
When a return is requested because a customer simply changed their mind, ordered the wrong item, or no longer wants the product, the customer may be responsible for reasonable return shipping costs unless otherwise stated by Stonewell.live.
When the return results from our error, such as an incorrect item or a product that arrived materially damaged or defective, Stonewell.live will determine an appropriate shipping solution consistent with applicable law.
6. Refunds
Once an approved return has been received and reviewed, we will process the applicable refund.
Unless otherwise required by law or expressly agreed with the customer, refunds are generally issued to the original payment method.
The refunded amount may include the purchase price of eligible returned merchandise. Original shipping charges, if any, may be treated separately depending on the reason for the return and applicable law.
Because payment processors and financial institutions have their own processing schedules, the time between our refund authorization and the appearance of the funds in a customer's account may vary.
7. Partial Refunds
In certain circumstances, a partial refund may be considered where:
- Only part of an order is affected;
- An item has a minor issue that does not justify a complete return;
- A missing component can be resolved separately; or
- Another partial-resolution arrangement has been agreed with the customer.
Any partial refund will be communicated before it is finalized whenever reasonably practicable.
8. Non-Returnable or Restricted Items
Certain products may not be eligible for return when their condition, hygiene characteristics, customization, use, or other circumstances make a return inappropriate.
Examples may include products that have been:
- Used extensively;
- Permanently installed;
- Damaged after delivery through misuse;
- Altered or modified;
- Returned without required components; or
- Rendered unsuitable for resale because of customer handling.
This section does not eliminate any non-waivable consumer rights under applicable law.
9. Exchanges
Where inventory permits, Stonewell.live may offer an exchange for an eligible product. Exchanges are subject to product availability and may require the original product to be returned and inspected.
If the replacement item has a different price, the difference will be handled before the exchange is completed.
10. Order Cancellation
Customers who wish to cancel an order should contact us as quickly as possible.
We will make reasonable efforts to stop an order before fulfillment or shipment. Once an order has entered processing or has been shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.
11. Product Inspection
Customers are encouraged to inspect bathroom products before installation. Installation, alteration, drilling, permanent mounting, or other irreversible use may affect the availability of a return unless the product is defective or otherwise protected by applicable law.
12. New York Consumer Rights
Stonewell.live intends this policy to operate consistently with applicable New York consumer protection requirements. New York law contains specific requirements concerning the disclosure of refund policies by online retailers.
Nothing in this policy is intended to restrict a consumer from exercising rights provided by applicable law.
13. Policy Changes
We may update this Return and Refund Policy when necessary to reflect changes in our products, business practices, payment systems, or applicable legal requirements.
The version posted on Stonewell.live will govern purchases made after its effective date, subject to any rights that apply to earlier transactions.
14. Contact
For return and refund questions:
RF Catalytic Capital, Inc.
420 5th Ave
New York City, NY 10018
United States
Contact: VANESSA KAY SEAGRAVES
Email: [email protected]