Refund policy

REFUND & RETURN POLICY

What is your return policy?

Our return policy allows you 15 days from the date your order is delivered to report any issues. After this period, we will no longer be able to process returns, exchanges, or warranty claims. We offer product exchanges if you are dissatisfied with certain natural aesthetic characteristics of the material, subject to the conditions outlined below. If the exchange or return is requested due to concerns about the color, veining, texture, or any other natural variation of the stone that does not affect the product’s intended functionality, the customer will be responsible for all return and reshipping costs. However, if the exchange or return is due to a manufacturing defect, product malfunction, shipping damage, or receipt of an incorrect item, STONEMADE will cover all return and reshipping costs. Because our products are handcrafted from natural stone, variations in color, texture, veining, shape, and size are normal and expected. Refunds will not be issued for these natural characteristics unless the variation prevents the product from functioning as intended. We offer exchanges if your order arrives damaged or contains a manufacturing defect. If this occurs, please contact us at stonemade.co@gmail.com. To qualify for an exchange, the product must be returned in its original packaging (or similar protective packaging) and in the same condition in which it was received.

Do you offer refunds?

Refunds are only available to customers who receive damaged, defective, or incorrect items. If this applies to your order, please contact us at stonemade.co@gmail.com and include: • Photos of the item; • Your contact information; and • A brief description of the issue. We will review the information and work with you to find the best solution. If a refund request is pre-approved, we will send you instructions for returning the product. Once the item is received at our workshop, it will be inspected and the refund request will be approved or denied. You will be notified of the outcome by email. If your refund is approved, we will issue the refund to the same payment method used for the original purchase. Please allow up to two weeks for the refund to be processed. If you have not received your refund after this period, please first check with your bank or credit card provider, as processing times may vary. If the issue persists, please contact us again.

Sale Items

Products purchased at a discounted price are not eligible for exchange or refund unless they arrive with manufacturing defects or shipping damage.

Can I exchange a product for a different material or color?

We offer exchanges when a customer is dissatisfied with the natural appearance of the stone, including differences in color, texture, veining, or other natural characteristics of handcrafted stone products. In these cases, the customer is responsible for all return and reshipping costs. If you are unsure which material is right for you, we encourage you to review the information provided in our Materials Guide before placing your order. The customer is responsible for all shipping costs associated with returning a product unless the return is due to a manufacturing defect, shipping damage, or an error on our part.