Terms of service

Last updated: March 2026

Please read these Terms & Conditions carefully before placing an order with Heat & Stone. By placing an order, you confirm that you have read and agree to these terms.

About Us

Heat & Stone is a partnership owned and operated by Tristan Mc Donald and Magdalena Mc Donald, trading as Heat & Stone, based in Green Point, Cape Town, South Africa. Contact: hello@heatandstone.com.

Made-to-Order Products

All products sold by Heat & Stone are handcrafted and made to order. This means:

Each piece is individually crafted after your order is placed
Lead times vary between 10-15 working days and will be confirmed at the time of ordering
Exact colours, textures, and finishes may vary slightly from product photographs due to the handmade nature of our work — these variations are a characteristic of handcrafted goods and not considered defects

By placing an order, you acknowledge and accept these lead times and the inherent nature of handmade goods.

Pricing & Payment

All prices are listed in South African Rand (ZAR) and are inclusive of any applicable taxes.

Payment is required in full at the time of ordering. We accept payment via the methods available at checkout. Production will not commence until payment has been received and confirmed.

Order Confirmation

Once your order is placed, you will receive an automated order confirmation email. This confirmation acknowledges receipt of your order and confirm we have received your payment. We will be in touch should there be any issue with fulfilling your order,. We reserve the right to cancel or refuse an order at our discretion, in which case a full refund will be issued.

Cancellations

As all items are made to order, cancellations must be requested within 24 hours of placing your order. After this window, production may have already commenced and we are unable to accept cancellations. If a cancellation is accepted, a full refund will be issued within 10 business days, after which your bank or card provider may take a further 3-5 business days to reflect the credit.

Defective or Damaged Items

We take great pride in the quality of our work. If your item arrives defective or is damaged in transit, please notify us within 5 business days of delivery by emailing us at hello@heatandstone.com with:

Your order number
A description of the defect or damage
Clear photographs of the item and packaging

Upon verification, we will offer a repair, replacement, or refund at our discretion. This does not affect your statutory rights under the Consumer Protection Act, 68 of 2008.

Returns & Change of Mind

Because each piece is custom made to order, we are unable to accept returns or exchanges based on a change of mind. This exclusion applies to items that have been correctly made as ordered. Please review your order carefully before submitting.

This policy does not limit your rights in respect of defective goods under the Consumer Protection Act.

Consumer Protection Act

Nothing in these Terms & Conditions is intended to limit or exclude any rights afforded to consumers under the Consumer Protection Act, 68 of 2008 (CPA). Where any provision of these terms conflicts with the CPA, the CPA shall prevail.

Limitation of Liability

To the extent permitted by law, Heat & Stone's liability to you shall not exceed the purchase price of the relevant item. We are not liable for indirect, incidental, or consequential loss arising from your use of our products.

Governing Law

These Terms & Conditions are governed by the laws of the Republic of South Africa. Any disputes will be subject to the jurisdiction of the South African courts.