01How this policy works
Every purchase starts as an order request and becomes an order only after our confirmation email. This policy explains what you can do before and after that point. Please read it together with our Shipping Policy. Your confirmation email is the final word on your particular order.
02Cancelling before confirmation
You can withdraw an order request at any time before we confirm it. Email or call the desk and say which request you want to withdraw. No charge is made at the request stage, so there is nothing to refund.
03Cancelling after confirmation
If we have confirmed your order but not yet shipped it, tell us as soon as possible. If the order has not been dispatched, we will cancel it and refund any payment you have already made in full. If we have already started preparing a quantity order or a special request that was agreed in writing, the confirmation will say whether it can still be cancelled.
04Returning unused pieces
You can return unused pieces within 14 days of delivery for a refund of the item price, provided that:
- you contact us first and receive return instructions;
- the pieces are unused, unfinished, unmodified, and have never held bees; and
- they come back well packed so that corners, joints, and handholds are protected.
We inspect returned pieces on arrival. If they meet these conditions, we process the refund.
05What cannot be returned
- Pieces that have been painted, stained, sealed, burned, cut, drilled, or otherwise modified.
- Pieces that have been used with bees or show contamination.
- Pieces damaged after delivery by handling, weather, or storage.
- Quantity or special-request orders that we marked as non-returnable in your written confirmation.
06Damaged, defective, or wrong items
If something arrives damaged, defective, or is not what you ordered, please let us know within 7 days of delivery. Send photographs of the pieces and the outer packaging, and keep the packaging until we have replied. We will choose whether to replace the piece, repair it, or refund it, and where the problem is ours or the carrier’s we will cover the cost of returning the item.
07Natural wood variation
Grain, colour, and small sound knots are normal in wooden equipment and are not defects. Structural splits, loose or open joints, warping that stops boxes from sitting square, and missing pieces are defects, and we want to hear about them.
08Return shipping and outbound freight
If you return a piece because you changed your mind, you pay the return freight. We recommend a tracked and insured service, because the return is your responsibility until it reaches us. Original outbound freight is refunded only when the return is caused by our error or by damage in transit.
09How refunds are paid
Refunds are issued by the method we used to receive your payment, or another method we agree with you in writing. We aim to process an approved refund within 10 business days of receiving and inspecting a return, or of approving a damage claim. Your bank or payment provider may take additional time to show the credit.
10Your legal rights
Nothing in this policy limits any rights you have under applicable consumer law.
11Contact us
COLO STONE GROUP LLC
265 Regency Circle, Lexington, KY 40503
Phone: +1 (719) 618-9889
Email: global@colostonegroup.com