Returns and Refunds

Our return and refund policy is constantly evolving, allowing us to respond to each inquiries in a personal way while keeping your complete satisfaction as our highest priority.

Returns and Refunds

Returns and Refunds

How do I return items I purchased online?
To start a return, you can send a request to us at info@stonewaters.com. Items sent back to us without first requesting a return will not be accepted.

Please note: If there was a shipping charge associated with your order, this charge will not be refunded upon return, unless otherwise stated.
How do I ship the items I want to return?
Simply can post the product back to us.

The return process must be initiated within 15 days after the reception of the online order, based on the web order tracking information.

  • Place the items you are returning, along with your receipt and/or a printed copy of your order confirmation, in a securely sealed shipping container.

  • Make sure any old labels on your package are removed or obscured and affix your shipping label. 

  • Address your package to:
    STONEWATERS
    638 Main Street, T1W 2B5
    Canmore, AB, CANADA
Please note: Return postage cost is the responsibility of the customer, and the product must arrive in an unused condition.
How do I exchange items online?
Exchanges can not be processed for online orders. We recommend returning your original order for a refund and placing a new order for the desired product.
How long do I have to request a return for items purchased online?
Products bought online can be returned to us via post or in store within 15 days of receipt of the item (the date shown as delivered on tracking) and in an unused condition.
Will I receive a receipt or email confirming my refund?
After you request a return, you will receive a return request email telling you how to return the items that aren't right for you. Once we have received your returned merchandise, we will send you a confirmation email together with a return receipt. Your refund will then be issued automatically.
Can all items be returned?
No. Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gasses.

Please get in touch if you have questions or concerns about your specific item.

ALL SALE ITEMS AND GIFT CARDS ARE FINAL SALE
What do I do if a product arrives damaged?
Please contact us at info@stonewaters.com with your name, last name, order number and picture of the damaged items, and we will contact you as soon as possible.
How do I return items I bought in-store?
Please visit us in store, and bring your receipt, unused products purchased in store are eligible for:
  1. a) within 7 days of purchase, a full refund.

  2. b) within 14 days, in-store credit. 
Any promotional discounts applied to your original purchase will not be applied to your exchanged item(s) unless that promotion is still active at the time of processing.

All items will be subject to review upon return. 

Note: Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 

Please get in touch if you have questions or concerns about your specific item. 

ALL SALE ITEMS AND GIFT CARDS ARE FINAL SALE