Return & Refund Policy
Last updated: 03-10-2026
We want you to be happy with what you buy on StonesJoe. This policy explains when you can return an item, how to do it, and how refunds work. It applies to every order on our website and app, and every Partner (seller) must follow it.
Nothing in this policy limits your rights under the Federal Competition and Consumer Protection Act 2018 or other consumer protection laws.
1. When You Can Return an Item
You can request a return within 7 days of delivery if the item:
– is the wrong item, size or colour (different from what you ordered);
– arrived damaged;
– is defective or does not work;
– has missing parts or items; or
– is significantly different from its description or photos.
Some Partners offer extra returns, for example a “change of mind” return. If they do, it is shown on the product page and those terms apply as well.
2. Items That Cannot Be Returned
Unless the item is wrong, damaged, defective or not as described, or the law requires otherwise, these cannot be returned:
– personalised or custom-made items;
– underwear, swimwear, earrings and other hygiene-sensitive items that have been opened or worn;
– cosmetics, fragrances and skincare products that have been opened or used;
– perishable goods;
– gift cards and digital products; and
– items marked as final sale on the product page.
3. Condition of Returned Items
Except where the item was faulty or damaged on arrival, returned items must be unused, unwashed, in their original condition and packaging, with all tags, accessories and free gifts.
4. How to Request a Return
1. Within 7 days of delivery, email support@stonesjoeapparel.ca with:
– your order number (shown in Account → My orders in the app and in your confirmation email);
– which item you want to return and why; and
– clear photos or a short video showing the problem, especially for damaged, wrong or defective items.
2. If anything is missing or damaged on arrival, please tell us within 48 hours of delivery so we can investigate quickly with the seller and courier.
3. We will pass your request to the Partner and reply within 2 business days with the decision and return instructions.
4. Send the item back as instructed, and keep proof of postage.
Please do not send items back without an approved return request, as we may not be able to match them to your order.
5. Return Delivery Costs
– Wrong, damaged, defective, incomplete or not-as-described items: the Partner pays for the return, or arranges collection, and refunds your original delivery fee for that shipment.
– Optional returns offered by a Partner (for example a change of mind): you pay the return delivery unless the Partner says otherwise, and the original delivery fee is not refunded.
6. Exchanges
If you would prefer the right size or colour instead of a refund, say so in your request. Exchanges depend on the Partner having the item in stock. If it is not available, you will be refunded instead.
7. Refunds
– Once the Partner receives the returned item and confirms its condition, usually within 3 business days, we approve the refund. For clear cases, such as an item that never arrived, we may refund without needing a return.
– Refunds go back to your original payment method through Paystack. Card refunds usually appear within 5–10 business days, depending on your bank. Other payment methods may take longer.
– You are refunded the price of the returned items, plus the delivery fee where section 5 says so.
– If you paid for an order that is then cancelled before it is sent, because you asked or because the seller could not fulfil it, you get a full refund, including delivery.
8. Items That Do Not Arrive
If your order has not arrived within the delivery time in our Shipping & Delivery Policy, contact us with your order number. We will investigate with the Partner and the courier. If the item is confirmed lost, you will get a full refund or a replacement.
9. When StonesJoe Steps In
If you and a Partner cannot agree, StonesJoe will review the order, photos, messages and delivery records and make a fair decision. This may include refunding you and deducting the amount from the Partner’s balance. You keep any right you have to take the matter further under consumer protection law.
10. Misuse of Returns
We may refuse a return or refund, or limit an account, where we have good reason to believe a return is fraudulent or abusive. Examples include returning a different or used item, repeatedly claiming non-delivery for parcels that were delivered, or disputing a payment for an order you received.
11. Contact
support@stonesjoeapparel.ca. Please include your order number.