1. Custom Product Policy
Because gravestones and tombstones are custom-made, refunds are limited.
No refunds are issued after production has started, except in the following cases:
- Incorrect product delivered
- Manufacturing defects
- Structural/material faults
- Damage caused before installation
- Major delays beyond the agreed timeline (not caused by cemetery or weather)
2. Refund Eligibility Before Production
Refund requests before production begins may be approved.
If approved:
- A full or partial refund will be processed within 3–7 business days
- Refunds are issued via the original payment method (PayFast, etc.)
3. Inscription Errors
If the Seller makes an inscription error that differs from the Buyer-approved form, the Seller must correct or replace the product at no extra cost.
If the Buyer submitted incorrect spelling or details, correction costs may apply.
4. Defects or Damage
If the product has legitimate defects, the Seller will:
- Repair, replace, or
- Issue a refund (depending on the case)
Proof (photos/videos) may be required.
5. Delivery & Installation Issues
Refunds may apply if:
- The incorrect product is delivered
- The product is damaged before installation
- Installation was not completed due to Seller fault
Refunds do not apply to:
- Cemetery denying access
- Buyer providing incorrect location information
- Weather delays
- Buyer changing their mind after production begins
6. Non-Refundable Situations
No refunds will be granted for:
- Change of mind
- Incorrect details submitted by the Buyer
- Delays caused by cemetery permits
- Buyer dissatisfaction with a previously approved design
7. Refund Request Process
To request a refund, Buyers must:
- Email support@stoneconnect.co.za
- Provide order number
- Submit photos/videos if applicable
- Provide a written explanation
Dispute review time: 5–7 business days.
8. Marketplace Role
Stone Connect will:
- Assist in resolving disputes
- Ensure Sellers follow fair business practices
But because Stone Connect is a marketplace, responsibility ultimately lies with the Seller.
Contact Information
Stone Connect / RER Global Ventures (Pty) Ltd
Email: rerglobalventures@gmail.coma
Phone: +27 83 574 7160