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Return and Exchange Policy

 

This Return & Exchange Policy explains the applicable scope, conditions, procedures, and responsibilities for returns and exchanges at Stonewayys (hereinafter referred to as “we”), and applies to all orders placed through our website.

1. Return & Exchange Timeframe

You may submit a return or exchange request within 40 days from the date you receive the item, provided the conditions outlined in this policy are met.Requests submitted after this period will not be accepted.

2. Eligible Return & Exchange Conditions

Within the valid timeframe, you may apply for a return or exchange under any of the following circumstances:

  • The item has visible appearance issues;

  • The item has quality-related issues affecting normal use;

  • The item has an unusual odor or significant color differences;

  • The received item does not match the order details;

  • Returns or exchanges without a stated reason may be accepted if conditions are met.

All requests are subject to review and confirmation.

3. How to Submit a Return or Exchange Request

For both returns and exchanges, please follow the steps below:

  • Contact us via email or phone to submit a request;

  • Provide your order number, proof of payment, reason for return or exchange, and relevant photos or videos;

  • Our customer service team will review your request and notify you of the result using your provided contact details.

4. Return Address and Inspection Process

Once your request is approved, please send the item to the following designated return address: 8160 W 111TH ST UNIT 3A, PALOS HILLS, IL 60465, United States

After the item is shipped, please wait for confirmation of receipt.

Upon arrival, we will inspect the item to verify that it matches the reported condition.

5. Processing After a Return

If the returned item passes inspection, we will proceed with the refund process.

6. Processing After an Exchange

If an exchange request is approved and the returned item passes inspection, a replacement item will be shipped within 1–3 business days.

7. Refund Method and Timing

Refunds will be handled as follows:

  • Refunds will be issued to the original bank card used for payment (such as Visa or MasterCard);

  • Depending on the card issuer’s processing time, refunds are typically credited within 1–3 business days;

  • If the refund is not received within the expected timeframe, please contact us for assistance.

8. Shipping Costs and Return Labels

  • For returns or exchanges due to appearance issues, quality issues, odor, significant color differences, or incorrect items, return shipping costs will be covered by us;

  • For returns or exchanges without a stated reason, shipping costs are the responsibility of the customer;

  • Each package includes a return label to assist with the return process.

9. Responsibility Statement

We process return and exchange requests in accordance with this policy.We are not responsible for requests that cannot be completed due to failure to follow procedures, incomplete information, or items that do not meet the stated conditions. This policy does not affect your basic rights.

10. Contact Us

If you have any questions regarding the return and exchange process, the status of your request, or the content of this policy, please contact us using the following contact details:

Address: 8160 W 111TH ST UNIT 3A, PALOS HILLS, IL 60465, United States
Telephone: +1 (347) 395-8530
Email address: customer@stonewayys.com
Opening hours: Monday to Friday, from 9:00 AM to 18:00 PM (Australia/Sydney, AEST/AEDT)