This policy explains return eligibility, return shipping costs, and refunds for purchases from Stones Artisan. Standard catalog products have a 14-day return window, even when produced after ordering. Only customer-specific sizes, designs, or customizations are excluded from change-of-mind returns.
Returns & Exchanges
Due to the bespoke nature of our products, we have specific return conditions:
- Damaged Items — Full replacement or repair for any damage occurring in transit
- Manufacturing Defects — Full replacement for any defect in craftsmanship
- Change of Mind — Standard catalog products may be returned within 14 days of delivery in unused condition, including standard products made after you place your order. Only products made to customer-specific sizes, designs, or customizations are excluded from change-of-mind returns
- Return Shipping — Customer bears return shipping costs for change-of-mind returns. We cover return collection costs for damaged, defective, or incorrect items
How to Request a Return
Use our contact form and include your order number, the item you want to return, and the reason for your request. For damaged, defective, or incorrect items, describe the problem so our team can advise you on the next steps. Contact us before sending heavy stone items back so we can provide return instructions and the appropriate return destination.
For a change-of-mind return, contact us within 14 days of delivery. The change-of-mind exclusion applies only to customer-specific sizes, designs, or customizations. A standard catalog product is not excluded simply because it is produced after ordering. This exclusion does not apply to damaged, defective, or incorrect items.
Refunds
Eligible returns are refunded to the original payment method within 7 business days after we receive and inspect the returned item. We do not charge a restocking fee. Including bank or payment-provider processing, you will receive your refund within 14 calendar days after we receive and inspect the returned item.