Effective Date: 01/01/2025

1. Introduction

These Terms and Conditions govern the sale, supply, and delivery of stone products and related services provided by Real Stone Projects Pty Ltd (“we,” “our,” “us”) to the customer (“you,” “your”). By placing an order with us, you agree to comply with and be bound by these Terms and Conditions.

2. Products and Services

Real Stone Projects specializes in two collections:

• Zero Silica Collection
• Porcelain Collection

We provide high-quality natural and engineered stone products, including full slabs only. All products are guaranteed to meet our rigorous quality standards as set out in the product specifications.

3. Orders and Acceptance

(1) Order Confirmation: All orders are subject to acceptance by Real Stone Projects. Once an order is placed, you will receive an email confirmation containing details of the products, quantity, and total cost. After we received the full payment, we will contact your stone mason or builder to arrange a time for stone pick up.

(2) Product Availability: All products are subject to availability. We reserve the right to substitute products or cancel orders if a product is no longer available.

4. Pricing and Payment

(1) Pricing: All prices are quoted in Australia dollar and are exclusive of taxes, shipping. Prices may be adjusted based on market conditions and other factors.

(2) Payment Terms: Payment is due upon order confirmation unless otherwise agreed in writing. Accepted methods of payment include credit card, bank transfer and cash payment. A 50% deposit may be required for pre-orders.

If customer fails to pick up stone slabs and this continues for 90 days or more, we may resell those goods.

(3) Risk of Loss: All products are the customer’s responsibility once they leave our warehouse.

5. Product Warranties

(1) Quality Guarantee: Real Stone Projects offers a 10-year quality guarantee on all products from the date of delivery. This warranty covers defects in materials but does not cover damage caused by misuse, mishandling, or improper installation.

(2) Warranty Limitations: The warranty does not apply to products that have been altered, modified, or used in a manner inconsistent with the fabrication or installation instructions provided by us.

(3) Claims Process: To initiate a warranty claim, you must notify us in writing with detailed information about the defect within 30 days of discovering the issue. Claims will be evaluated and processed at our discretion.

6. Returns policy

(1) General Return Policy

At Real Stone Projects, we are committed to providing high-quality stone products that meet your expectations. However, due to the custom nature of many of our products, returns are handled carefully to ensure fairness to both parties.

(2) Eligibility for Returns

Defective or Damaged Products:

If your order arrives damaged or defective, we will gladly accept returns or offer an exchange. Please inspect all products upon delivery and notify us immediately if there is any visible damage or defect.

(3) Non-Defective Products:

Due to the nature of our products (stone slabs and tiles), we do not accept returns for items that are not defective or damaged unless otherwise agreed upon in writing.

(4) Return Process

Timeframe for Returns:

You must notify Real Stone Projects of any issues (damage, defects, incorrect items) within 7 business days from the date of delivery. After this period, returns will no longer be accepted.

(5) Return Authorization:

All returns require pre-authorization from Real Stone Projects. To request a return, please contact our customer service team via email at realstoneprojects@gmail.com with the following information:

*Order number

*Photographs of the damaged or defective product (if applicable)

*Detailed description of the issue

Once your return is approved, we will provide instructions on how to return the items. Unauthorized returns will not be processed.

(6) Return Shipping Costs:

For defective, damaged, or incorrect products, Real Stone Projects will cover return shipping costs. For non-defective items, the customer is responsible for return shipping and handling fees.

(7) Non-Returnable Products

The following products are non-returnable:

Pre-orders:Any product that was custom order or altered specifically to meet your project requirements.

Opened or Used Products: Any product that has been used, installed, or altered after delivery, including any modifications made by third-party fabricators or contractors.

Sale or Discounted Items:Products purchased on sale or with a significant discount may not be eligible for returns, except in the case of defects or damage.

(8) Refund Process

Refund Method:

Once a return is approved and the product is received back in our warehouse, we will process your refund to the original payment method within 7-10 business days. Please note that processing times may vary depending on your payment method and bank.

Partial Refunds:

If only part of an order is returned (e.g., one damaged slab or tile), your refund will be calculated based on the quantity and value of the returned items.

7. Fabrication and Installation

Fabrication: All products must be fabricated according to our Fabrication Instructions (available on our website or upon request). Failure to follow these instructions may void the warranty.

Installation: Real Stone Projects recommends professional installation services to ensure the best results. We are not liable for any installation errors made by third-party contractors.

8. Limitation of Liability

Real Stone Projects is not liable for any indirect, incidental, or consequential damages arising from the use of our products or services. Our liability is limited to the amount paid for the defective product.

9. Force Majeure

We are not liable for any failure to perform due to circumstances beyond our control, including but not limited to acts of natural disasters, war, strikes, labour disputes, transportation disruptions, or other unforeseen events.

10. Privacy Policy

Your use of our services and products is governed by our Privacy Policy, which outlines how we collect, use, and protect your personal information. By placing an order with us, you agree to the terms of our Privacy Policy.

11. Governing Law and Dispute Resolution

These Terms and Conditions are governed by the laws of Queensland. Any disputes arising from or related to these terms shall be resolved through QBCC, with any legal fees or costs to be borne by the losing party.

12. Amendments

We reserve the right to update or amend these Terms and Conditions at any time. Any changes will be posted on our website and will take effect immediately upon posting.