Stone Decorative cannot accept any cancellations, returns, refunds, or exchanges. Samples should be requested to assure that the correct stones are ordered for a project. As no two stones are alike, each stone product will have some variances in shape, color, texture, and size.
Exceptions may be made upon written pre-authorization. Please email at firstname.lastname@example.org for any requests. No returns will be accepted on gabions, fountains, and furniture. Please note that a minimum restocking fee of 10% on all stones returns will be charged, no exception. Some returns requiring more handling may incur a restocking fee up to 35%. IMPORTANT: Please note that any items returned without a written pre-authorization will not be processed. All returns must be received, transport paid, within 10 days of written pre-authorization.
Please note that used or modified products, clearance items, custom orders, fountains and related accessories, furniture, per-ton orders, and ordered samples are final sale, and therefore are not eligible for any returns or exchange. Gabions, gabion benches, and stone furniture are also final sale.
Authorized returns must be in new and good condition, in original packaging, with order invoice and pre-authorization correspondence. Upon receipt and inspection of the returned products, Stone Decorative will refund the cost of the inspected merchandise, minus any restocking fee. Please note that the shipping and return costs, as well as duties and/or taxes, if any, will be your responsibility. Stone Decorative may exchange any defective products within 15 days of receipt. All exchanges are subject to the discretion of Stone Decorative. IMPORTANT: If the products have been damaged during shipping, please email a photo of the damage at email@example.com with any other pertinent information. Please notify Stone Decorative of any damaged items in your shipment within 48 hours of receiving your order.
Your refund will be credited to the credit card or PayPal account used to make the purchase. If your order was paid by check, we will send you a refund check. Please allow two billing cycles for your refund to appear on your credit card statement.
Please ensure that all returned merchandise is packaged properly to avoid damage or loss. If the original packaging cannot be reused, repackaging is acceptable as long as the products are received in good and resalable condition. All returns are subject to the discretion of Stone Decorative. Not all items are eligible for returns or exchange. We aim to process all requests within one week of receipt. Please contact our customer service at firstname.lastname@example.org with any questions or requests. All return shipping fees will be at the client’s responsibility.
Contact us by email at email@example.com or by phone:
In Canada dial 1-877-935-0707 or (514) 935-0707 (EST), Monday through Friday, 8:30 am to 5:00 pm. In the U.S. dial toll-free 1-877-944-0707 (EST), Monday to Friday, 8:30 am to 5:00 pm.