Eligible Returns:
- Damaged or defective stones: If your stones arrive damaged or with significant defects not mentioned in the product description, you can initiate a return for a full refund or replacement.
- Wrong order: In case you receive stones that don’t match your order confirmation, you’re eligible for a return and free replacement with the correct items.
- Order cancellations: You can cancel your order within 24 hours of placement for a full refund, provided the stones haven’t already been shipped.
Ineligible Returns:
- Natural variations: Natural stones inherently have variations in color, veining, and texture. These are not considered defects and returns based on such variations won’t be accepted.
- Customizations: Stones cut or fabricated according to your specific specifications are considered non-returnable unless there’s a demonstrable error by the fabricator.
- Improper handling or installation: Damage caused by improper handling after delivery or incorrect installation falls outside the return policy.
Initiating a Return:
- Contact Stonemandi’s customer support team within 7 days of receiving the stones to initiate a return request.
- Provide clear documentation of the reason for return, including pictures or videos of any damage or discrepancies.
- Stonemandi will review your request and provide instructions for safely returning the stones, usually within a pre-paid shipping label.
Refunds and Replacements:
- Upon receiving and verifying the returned stones, Stonemandi will issue a full refund for the returned items, excluding any applicable shipping costs.
- For incorrect orders, they’ll arrange for free delivery of the correct stones as soon as possible.
- Processing times for refunds may vary depending on your payment method.
Exchange Options:
Limited exchange options might be available under special circumstances, such as receiving a different type of stone than the one ordered. This will be assessed on a case-by-case basis.
Important Points to Remember:
- Original packaging is required for returned stones.
- Proof of purchase documents should accompany the return.
- You’re responsible for the safe return of the stones until they reach Stonemandi’s designated location.
Overall, Stonemandi’s returns and exchange policy is customer-friendly and transparent. While natural variations are inherent to stone, they strive to ensure you receive high-quality materials and address any unforeseen issues promptly.