Return & Refund Policy

1. Orders & Cancellations

Orders may be cancelled prior to the commencement of production and are subject to written confirmation from Stonemade.
Once production has commenced, orders cannot be cancelled, modified, or refunded — the material has been committed and the making has begun.
Approved specifications, dimensions, finishes, and materials associated with an order shall be considered final for production purposes.
Design fees associated with custom, bespoke, and made-to-measure requests are non-refundable.
In the event that a customer refuses delivery of a completed order, Stonemade reserves the right to retain any advance payments made towards that order.

Due to the made-to-order and bespoke nature of our products, Stonemade does not accept returns or exchanges for reasons relating to change of mind, project delays, site conditions, or preference changes.
Returns or exchanges may only be considered in the case of products that arrive damaged or defective.
Any return, exchange, repair, replacement, or refund shall be at the sole discretion of Stonemade following review of the claim.

Variations in colour, veining, texture, movement, mineral deposits, porosity, and natural markings are inherent characteristics of natural stone and form part of its unique identity.
Variations arising from hand-finishing and craftsmanship are part of the character of the piece and should be appreciated as an expression of the making process.
Such variations shall not be considered defects or grounds for return, exchange, or refund.

Customers are encouraged to inspect all products and packaging upon delivery.
Customers are advised to photograph and, where possible, record the unboxing process for their records.
Any visible damage, defects, or discrepancies should be reported to Stonemade in writing within 48 hours of receipt, together with supporting photographs and videos where available.
Stonemade may request additional information in order to assess the claim and determine the appropriate resolution.
Approved claims may result in repair, replacement, exchange, or another suitable resolution at Stonemade's discretion.
Claims reported after this period may not be eligible for review.

Refunds, where approved by Stonemade, shall be processed using the original method of payment.
Shipping charges, customs duties, taxes, and design fees are non-refundable unless otherwise agreed in writing.
In the event that Stonemade cancels an order prior to production, any payments received shall be refunded to the original payment method within 7–10 business days.