Refund policy

Stonorama offers a 31-Day Return Guarantee on eligible "Delivery Now" orders. To request a return, you must submit your request in writing within 31 days of delivery. All returns must be authorized in writing before products are sent back.

1. Conditions for Returns

  • Products must be returned in their entirety, in the original form and condition in which they were delivered.
  • Materials must not have been installed, altered, removed, sealed, or treated in any way.
  • The product being returned must exactly match the product authorized for return.
  • Partial returns (broken pallets, partial crates, etc.) are not accepted.

2. Shipping Responsibilities

  • Customers are responsible for all return shipping costs, including transportation back to and unloading at our designated warehouse.
  • If an incorrect product was shipped due to our error, we will cover all shipping expenses associated with the return and replacement.

3. Exclusions

The following items are final sale and not eligible for return:

  • Standard Grade materials
  • Clearance items
  • Custom orders
  • Previously installed, sealed, or treated materials

4. Pre-Orders and Special Orders

  • Pre-Orders: Orders cancelled after payment, or returned within the 31-day window, are subject to a 25% restocking fee.
  • Custom Orders: May not be cancelled or returned once payment is received.
  • Container Orders: Shipments that are produced and shipped directly from the factory to the customer's port of choice cannot be returned or cancelled once production has started. Deposits for custom and container orders are non-refundable.

5. Refunds

  • Refunds are issued only after returned products have been received, inspected, and confirmed to meet all conditions of this policy.
  • Approved refunds will be processed back to the original payment method within 10–14 business days.

Sample Refund

We provide product samples so customers can evaluate color, texture, and quality before placing a full order. Because samples are cut from larger lots and shipped specifically for evaluation purposes, all sample sales are final and non-refundable.

Important Notes

  • Samples are intended as a representation of the product. Natural stone and related materials vary in color, veining, and texture. These variations are normal and not considered defects.
  • A sample may not perfectly match the full shipment, as each piece of stone is unique.
  • Shipping and handling fees for samples are non-refundable.

Questions?

If you have any concerns about a sample before placing a larger order, please reach out to us. Our team will be happy to provide additional photos or guidance to help ensure you are confident in your selection.

Contact Us
To initiate a return or ask questions about this policy, please contact:
📧 contact@stonorama.com