Returns & Refunds Policy

Natural Stone — Important Notice

All Norstone products are 100% natural stone. As a product of nature, natural stone will exhibit variation in colour, shade, tone, veining, texture, grain structure, surface finish and markings between individual panels, batches and production runs. This is a characteristic of natural stone, not a defect.

We strongly recommend ordering samples before placing a full order. Colour variation between a sample and a full order is a natural occurrence and does not constitute grounds for a return or refund.

Inspect all goods before installation. No claims will be accepted once product has been installed.

Samples

Norstone samples are provided free of charge and cannot be refunded. Shipping on samples is non-refundable. If we have sent you the wrong colour, we will send the correct colour at no cost to you.

Stocked Items — Change of Mind

We accept change of mind returns on stocked items subject to the following conditions:

• Return request must be made within 7 days of delivery
• Goods must be unused, uninstalled and in original packaging
• A 30% restocking and handling fee applies to all approved returns
• Shipping and freight costs are non-refundable
• Return freight is at the customer’s expense
• All returns are subject to inspection and approval by Norstone Australia
• Norstone Australia reserves the right to refuse a return

The following goods cannot be returned under any circumstances:

• Products that have been installed, used or altered in any way
• Indent or special order items (see below)
• Clearance or sale items
• Adhesives, sealers or consumables

Indent & Special Orders

Most Norstone products are ordered directly from our overseas manufacturer on a per-order basis. These are indent orders and are treated differently to stocked items.

• Once you place an order and pay a deposit, Norstone Australia will place the factory order within 48 hours
• You may cancel your order within 48 hours of placing it, provided the factory order has not yet been placed
• Once the factory order has been placed, your order is binding and cannot be cancelled
• Your deposit is non-refundable once the factory order has been placed
• The full invoice balance remains payable regardless of any subsequent cancellation request
• You will receive an email confirmation when your factory order has been placed — this serves as notice that your order is locked in and non-cancellable

If you are unsure whether your order is a stocked or indent item, please ask us before placing your order.

Damaged or Faulty Goods

• Inspect all goods immediately upon delivery
• Report any damage or fault to us within 48 hours of receipt with photographic evidence
• Do not install any product you believe to be damaged or faulty
• No claims will be accepted after installation
• Minor edge chipping on natural stone is within industry standard tolerance and is not considered a fault — these pieces are typically used as cuts during installation
• Natural stone orders may contain up to 2–3% breakage. This is within industry standard tolerance and is not considered a fault
• Norstone Australia recommends ordering a minimum 15% additional quantity above your required area to account for cuts, breakage and wastage during installation
• No claims will be accepted for breakage within this tolerance

Installation & Product Responsibility

All products must be thoroughly inspected before installation — check colour, shade, batch, quantity and condition before any product is fixed to a surface.

• Do not install product you are unsure about — contact us before proceeding
• Installing product constitutes acceptance that the goods are correct and in satisfactory condition
• No claims for incorrect colour, shade, batch or damage will be accepted once product has been installed
• Installation of incorrect product does not entitle the customer to a refund or replacement
• Norstone Australia strongly recommends all products are installed by a qualified and experienced stone installer or tiler
• Improper installation voids all claims

Installation guides and technical documentation published on this website are provided as a general reference only. They do not replace the judgement of a qualified, experienced installer. If you have any questions about product suitability or installation, contact us before proceeding.

Natural Stone — No Warranty

Natural stone is a product of nature. No warranty is provided in respect of colour variation, shade, tone, texture, veining, fissures, pitting, surface finish, dimensional tolerance or weathering over time. These are natural characteristics of the product, not defects.

No warranty or liability is accepted once goods have been unpacked and/or installed. It is the responsibility of the installer and customer to inspect all goods prior to installation and satisfy themselves that the product is correct and acceptable before fixing to any surface.

Adhesives, Grouts & Sealers

The use of correct and compatible products is critical when installing natural stone. The following conditions apply:

• All adhesives must be suitable for natural stone — confirm suitability with your adhesive manufacturer before use
• All sealers must be suitable for natural stone — confirm suitability with your sealer manufacturer before use
• Grout must be suitable for natural stone application
• Neutral cure silicone only must be used — acid-based silicone will permanently damage and stain natural stone and will void all claims
• When in doubt, confirm product suitability with your supplier before installation
• Norstone Australia accepts no liability for damage caused by use of incorrect or incompatible adhesives, grouts, sealers or silicones

Cleaning & Maintenance

• Under no circumstances should any Norstone product be cleaned with acid-based cleaners, acid wash, or any acidic solution or product
• Acid-based products will permanently etch, stain and damage natural stone — this damage is irreversible and will void all claims
• Use only pH-neutral cleaners suitable for natural stone
• Confirm all cleaning and maintenance products with the manufacturer before use on Norstone products
• Norstone Australia accepts no liability for damage caused by use of incorrect or incompatible cleaning products

Refund Processing

Once a return is received and inspected, we will notify you by email of the outcome.

If approved:

• Refund amount is 70% of the original product cost (after 30% handling fee)
• Shipping and freight costs are non-refundable and will be deducted
• Refunds are processed to your original payment method within 10 business days

If you have not received your refund after 10 business days, please check with your bank or card provider before contacting us.

Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. For more information visit accc.gov.au.

Contact

For all returns and refund enquiries please contact us before sending any goods back.

Email: sales@norstone.com.au

Phone: 1300 293 226

Return address:
Norstone Australia Pty Ltd
67 Boundary Road
Carole Park QLD 4300