Terms of service.

At Gaia Stone, we specialise in natural stone products, each unique in its colour, texture, and size. Due to the nature of these materials, we have a strict return policy to ensure transparency and quality.

1. No Returns for Change of Mind

We do not offer returns or exchanges for change of mind or if the product does not meet personal aesthetic preferences. Please ensure you are certain of your purchase before finalising your order.

2. Natural Stone Variations

Natural stones are subject to variations in colour, shade, texture, and size. This is a normal characteristic of the material and is not considered a defect. Samples provided are for reference only, and the final product may differ slightly in appearance.

3. Size & Batch Variations

All tiles are sold by their nominal size, which may vary slightly from the actual size (e.g., 297x601mm for a nominal 300x600mm tile). Additionally, colour, shade, and texture can vary between batches. If you are placing an additional order, please contact sales@gaiastone.com.au to confirm batch consistency.

4. Defective or Damaged Goods

If you receive goods that are defective or damaged, you must notify us within 24 hours of delivery. After this period, we are not liable for any issues. Defects do not include the natural variations expected with stone products. For claims of defects, we require detailed photographs and descriptions to assess the issue.

5. Non-Returnable Items

We do not accept returns for products that have been:

  • Installed or used

  • Custom-made or specially ordered

  • Discounted, sold as seconds, or discontinued

6. Prices & Delivery Costs

Prices displayed on our website do not include delivery costs. Delivery costs are determined after placing an order or requesting a quote. They vary based on the number of pallets and the delivery location.

7. Australian Consumer Law

Your rights under Australian Consumer Law are upheld. For faulty or misrepresented products, you are entitled to a repair, replacement, or refund as required by law.

For any inquiries, please contact us at sales@gaiastone.com.au.