Refund Policy

Refund & Returns Policy – Stoners Lounge

Effective Date: May 30, 2026

Thank you for shopping with Stoners Lounge. This Refund & Returns Policy explains how refunds, returns, cancellations, and disputes are handled across our platform, including products, services, bookings, and featured business items.

By using our website and services, you agree to the terms outlined below.

1. General Policy

Stoners Lounge aims to ensure customer satisfaction while maintaining fair policies for our platform, featured businesses, and third-party service providers.

Due to the nature of our platform, certain items and services may have different refund conditions depending on the supplier, service type, or delivery method.

2. Eligibility for Refunds

Refunds may be considered under the following conditions:

The product was damaged upon delivery
The wrong item was delivered
The service or booking was not delivered as agreed
The order was cancelled before processing or dispatch
A verified error occurred on our platform or by a supplier

Refund requests must be submitted within 48 hours to 7 days depending on the service or product type.

3. Non-Refundable Items & Services

Refunds will NOT be issued for:

Completed services (e.g. bookings, consultations, events already attended)
Digital services or downloads once delivered
Products supplied directly by featured businesses marked as final sale (unless defective)
Failure to meet ID or membership verification requirements at delivery or access points
Change of mind after dispatch or service confirmation

4. Third-Party & Featured Business Sales

Some products and services on Stoners Lounge are fulfilled by:

Third-party courier providers (e.g. Maxi or similar logistics companies)
Featured businesses
Dropshipping partners

In such cases:

Refunds are subject to the supplier’s individual policies
Stoners Lounge will assist in facilitating communication with the supplier
Final refund approval may rest with the original service provider or vendor

5. Booking & Service Cancellations

For bookings, events, or scheduled services:

Cancellations made before confirmation or processing may be eligible for a full or partial refund
Cancellations after confirmation may incur a cancellation fee
No refunds will be issued for missed appointments or no-shows

6. Damaged, Incorrect, or Missing Items

Customers must report issues within 48 hours of delivery.

Reports must include:

Order number
Clear photos of the issue (if applicable)
Description of the problem

Once verified, we may offer:

Replacement of the item
Partial refund
Full refund (where applicable)

7. ID & Membership Verification Policy

Refunds will not be issued if:

The customer fails to provide valid ID or membership verification at delivery, collection, or entry
Access to restricted services or products is denied due to non-compliance with verification requirements

8. Refund Processing Time

Approved refunds may take:

3–10 business days for processing
Additional time depending on bank or payment provider

Refunds will be issued using the original payment method where possible.

9. Dispute Resolution

If you are not satisfied with a decision:

Contact our support team for review
Provide all relevant documentation
Allow up to 5–7 business days for resolution feedback

We aim to resolve disputes fairly between customers, Stoners Lounge, and third-party providers.

10. Fraud & Abuse Prevention

Stoners Lounge reserves the right to refuse refunds in cases of:

Suspected fraud or abuse
False claims or misleading information
Repeated refund requests without valid cause

11. Policy Updates

Stoners Lounge may update this Refund & Returns Policy at any time without prior notice. Continued use of our services indicates acceptance of any updated terms.

12. Contact Information

For refund-related queries, contact:

Stoners Lounge
Email:stonerslounge.za@gmail.com