At Stone Planet, we take pride in the quality of our natural stone. We want to ensure your project is a success, which is why we have a clear and fair process for handling returns and refunds.
1. Upon Arrival: Your 72-Hour Inspection
Natural stone is a product of the earth, and variations are part of its beauty. However, it is essential that you inspect your order as soon as it arrives.
- Check Everything: Please verify the quantity, color, and condition of your stone within 72 hours of delivery.
- Spot a Problem? If you notice any damage or discrepancies, stop immediately. Do not unpack the rest of the pallets.
- Report It: Send us an email with clear photos or videos of the issue. Once a pallet is fully unpacked or the stone is installed, it is considered “accepted,” and we cannot process a claim.
2. Our Return Conditions
We understand that project needs can change. We may accept returns of standard, stocked items under the following conditions:
- Prior Approval: All returns must be approved by Stone Planet in writing before any stone is sent back.
- Original Packaging: We only accept returns of full, unopened, and undamaged pallets or crates.
- Restocking Fees: Approved returns are subject to a restocking fee of 25% of the total value, or a minimum of $250 (whichever is greater).
- Freight Costs: The cost of returning the goods to our warehouse is the responsibility of the customer. If Stone Planet organizes the return transport, additional freight charges will apply.
3. What Cannot Be Returned
To keep our prices competitive and our stock fresh, we cannot accept returns for:
- Custom Orders: Any stone specifically cut, finished, or imported for your project cannot be cancelled or returned.
- Installed Stone: Once the stone has been laid or glued, it cannot be returned for any reason.
- Change of Mind: We do not offer refunds for “incorrect choice” or “change of mind” once the order has been delivered.
- Sale or Clearance Items: Products sold as part of a clearance or “end of line” sale are final and non-returnable.
4. Order Cancellations
- Stocked Items: You may cancel an order for stocked items before it leaves our warehouse; however, any deposits paid may be forfeited to cover handling costs.
- Custom Orders: These orders are locked in once payment is made. You are responsible for the full payment of custom orders, even if you decide not to take delivery.
5. Storage Policy
We are happy to hold your stone at our warehouse for up to 2 weeks for free. After this period, a storage fee of $8per pallet, per week will apply. This fee must be paid before the goods are released for collection or delivery.
Need Help? If you have any questions regarding your specific order, please contact our support team at [email protected] or call us directly. We are here to help you get the best result for your project.