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~The Policies~

Terms of Service, Refunds, and Returns

Effective Date: July 28, 2025

Welcome to Stone, Cloth and Chain! These Terms of Service, Refunds, and Returns Policy (“Terms”) govern your access to and use of our website, services, and applications (collectively, the “Platform”). By accessing or using the Platform, you agree to be bound by these Terms. Please read them carefully.

1. Acceptance of Terms

By using the Stone, Cloth and Chain Platform, whether as a buyer or a seller (referred to herein as “User,” “you,” or “your”), you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and all applicable laws and regulations. If you do not agree with any part of these Terms, you may not use the Platform.

2. About Stone, Cloth and Chain

Stone, Cloth & Chain is an online multivendor marketplace that facilitates the sale of hand-crafted items, including clothing, jewellery, ornaments, spiritual supplies, decor, and healthcare products, geared towards those who value individuality, authenticity and unique style. We provide a platform for independent vendors (“Vendors”) to list and sell their unique, handmade, assembled, or customized items directly to buyers (“Customers”).

Stone, Cloth and Chain IS NOT THE SELLER OF THE PRODUCTS LISTED ON THE PLATFORM. We act solely as a portal to connect Vendors and Customers. All transactions for products are directly between the Vendor and the Customer.

3. Customer Responsibilities

As a Customer on Stone, Cloth & Chain, you agree to:

  • Payment: Make timely payment for all purchased items through the Platform’s designated payment gateway.

  • Communication: Communicate respectfully and clearly with Vendors regarding orders, customization requests, and any issues that may arise.

  • Review Policy: Understand and agree to the Refunds and Returns Policy outlined below.

  • Delivery Address: Provide accurate and complete delivery information.

4. Vendor Responsibilities

(For step-by-step guides on how to set up your store, create product listings and everything in between, check out our Seller FAQ, Seller Guide and Listing Guide pages)

…

As a Vendor on Stone, Cloth & Chain, you agree to:

  • Product Listings: Accurately describe and price all items, including any customisation options and clear communication methods for made-to-order items. Ensure all items listed are genuinely handmade, assembled, or customized by you.

  • Pricing & Delivery: Prices on your listed products should not include the delivery cost. You are responsible for determining appropriate delivery methods and costs, and set them separately in your seller profile. It is recommended to set a flat rate for delivery which will be added to the customer’s cart at checkout.

  • Order Fulfilment: Process and ship purchased items directly to the Customer in a timely and professional manner. You are solely responsible for the packaging and dispatch of all orders. You are also responsible to correctly update the order and courier delivery status, including state of actual delivery. These states include the following:

  • Order Processing
  • Order In Transit
  • Order Delivered
  •  

  • Customer Service: Handle all customer inquiries, including pre-sale questions, post-sale support, and direct communication regarding orders, returns, and refunds.

  • Returns & Refunds: Adhere to the Refunds and Returns Policy outlined below and directly manage all return and refund requests from Customers.

  • Compliance: Comply with all applicable local and international laws regarding the sale, delivery, and taxation of your products.

5. Payment Processing

  • Transaction Flow: When a Customer makes a purchase, the payment is processed through our secure payment gateway. The funds are held by Stone, Cloth & Chain until the items are marked by the Vendor as delivered to the Customer.

  • Release of Funds to Vendors: Once tracking information or other proof confirms successful delivery of the item(s) to the Customer, the payment (minus any applicable platform fees or commissions) will be released to the Vendor’s designated account.

  • Multi-Vendor Orders: If a Customer purchases items from multiple Vendors in a single transaction, the payment will be split and released to each respective Vendor upon confirmation of their specific items’ delivery.

6. Refunds and Returns Policy

ALL RETURNS AND REFUNDS ARE TO BE HANDLED DIRECTLY BETWEEN THE CUSTOMER AND THE VENDOR. Stone, Cloth & Chain acts as a facilitator and will only intervene in disputes if direct resolution between the Customer and Vendor is not possible.

6.1. Vendor’s Return Policy:

  • Each Vendor is responsible for clearly stating their individual return and refund policy on their store page and/or product listings. Customers are strongly advised to review a Vendor’s specific policy before making a purchase.

  • Vendors must honour their stated return policy.

  • Common reasons for returns may include: item not as described, damaged item, incorrect item received, item not hand-crafted.

6.2. Customer’s Return Process:

  • If a Customer wishes to return an item, they must first contact the Vendor directly within 14 days after receiving the item, or as stated in the Vendor’s return policy.

  • The Customer must provide clear details about the issue and any supporting evidence (e.g., photos of damaged goods).

  • The Vendor will provide instructions on how to return the item, including the return delivery address.

  • Unless otherwise agreed with the Vendor, the Customer is typically responsible for the cost of returning the item.

6.3. Vendor’s Refund Process:

  • Upon receiving the returned item and verifying its condition (as per their policy), the Vendor will process the refund.

  • Refunds will be issued to the Customer through the Platform’s payment gateway. This ensures that the refund is processed securely and tracked within our system.

  • Refunds should be processed within 5 business days after the Vendor receives and approves the return.

6.4. Disputes and Stone, Cloth and Chain‘s Intervention:

  • If a Customer and Vendor are unable to resolve a return or refund dispute directly after good-faith attempts, either party may escalate the dispute to Stone, Cloth & Chain.

  • To escalate a dispute, the party must notify Stone, Cloth & Chain within 30 days of the original purchase date and provide all relevant communication, evidence, and details of the attempts made to resolve the issue.

  • Stone, Cloth & Chain will review the information provided by both parties and may request additional information.

  • Our decision regarding the dispute will be final and binding on both the Vendor and the Customer. We reserve the right to, at our sole discretion, issue a refund, release funds, or take other appropriate action to resolve the dispute.

  • Repeated or unreasonable disputes may lead to suspension or termination of user accounts.

7. Intellectual Property

All content on the Stone, Cloth & Chain Platform, including text, graphics, logos, images, software, and the compilation thereof, is the property of Stone, Cloth & Chain or its content suppliers and protected by copyright and other intellectual property laws. Vendors retain ownership of their intellectual property rights in their products and product listings, but grant Stone, Cloth & Chain a non-exclusive, worldwide, royalty-free license to use, display, reproduce, and distribute their content on the Platform for promotional and operational purposes.

8. Prohibited Conduct

Users agree not to:

  • Use the Platform for any unlawful purpose or in violation of any local, national, or international law.

  • Post false, misleading, or fraudulent information.

  • Infringe upon the intellectual property rights of others.

  • Engage in any activity that could harm the Platform or its Users.

  • Circumvent the Platform’s payment system or engage in off-platform transactions for products listed on Stone, Cloth & Chain.

9. Disclaimer of Warranties

The Stone, Cloth & Chain Platform is provided “as is” and “as available” without any warranties of any kind, either express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Platform will be uninterrupted, error-free, secure, or that any defects will be corrected.

10. Limitation of Liability

To the fullest extent permitted by law, Stone, Cloth & Chain shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from (a) your access to or use of or inability to access or use the Platform; (b) any conduct or content of any third party on the Platform; (c) any content obtained from the Platform; and (d) unauthorized access, use or alteration of your transmissions or content, whether based on warranty, contract, tort (including negligence) or any other legal theory, whether or not we have been informed of the possibility of such damage.

 

11. Indemnification

You agree to indemnify, defend, and hold harmless Stone, Cloth & Chain, its affiliates, officers, directors, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorney’s fees) arising out of or in any way connected with your access to or use of the Platform, your violation of these Terms, or your infringement of any third-party rights.

12. Changes to Terms

We reserve the right to modify these Terms at any time. If we make material changes, we will notify you by posting the updated Terms on the Platform or by sending you an email. Your continued use of the Platform after such modifications constitutes your acceptance of the revised Terms.

13. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the Republic of South Africa, without regard to its conflict of law principles. You agree to submit to the exclusive jurisdiction of the courts located in Kempton Park, Gauteng, South Africa for the resolution of any disputes arising out of or relating to these Terms or your use of the Platform.

14. Contact Information

If you have any questions about these Terms, please reach out to us on the ” Contact Us” page contact form.