Commercial Returns & Damage Claims Policy

1. Introduction

STONELUX, operated by Stone Solutions and Design LLC, supplies natural stone and porcelain materials exclusively to trade professionals, contractors, and commercial clients. This Commercial Returns & Damage Claims Policy applies to all B2B transactions. Because our products are heavy, variable, and often custom-processed, returns follow industry standards.

All transactions are governed by the laws of the Commonwealth of Virginia.

2. Product Category Eligibility

3. Return Authorization Process

1. Email info@stonelux.com with your order number, SKU, and reason for return.
2. Obtain a Return Merchandise Authorization (RMA) before shipping any material.
3. Returned goods are inspected upon receipt; items not meeting eligibility may be refused or returned at your expense.
4. Return freight is non-refundable unless STONELUX is at fault.

4. Damage & Defect Claims

Natural Variation – Color, veining, texture, and finish differences are inherent to stone and not defects.

Shipping Damage

• Inspect deliveries in the carrier's presence.
• Note damage on the delivery receipt and photograph immediately.
• Report damage to info@stonelux.com within 24 hours.
• Claims after 24 hours may not be honored.

Material Defects

• Structural cracks or manufacturing flaws must be reported within 3 business days.
• Provide photos and documentation.
• Approved claims receive replacement material or credit for the affected portion.
• No refunds once installation has begun.

No Claims After Installation

Installation signifies acceptance of shade, variation, and finish.

5. Risk of Loss & Freight Terms

All products ship FOB Warehouse (Sterling, VA or as noted on the sales order). Risk of loss transfers to the customer once materials are tendered to the carrier. Customers should maintain adequate freight insurance.

6. Refund & Credit Process

• Approved returns or claims processed within 7–10 business days.
• Refunds issued as credit memos or to the original payment method, less fees/freight.
• Credits valid for 12 months and non-transferable.
• Open credit accounts receive credit memos only.

7. Order Cancellations & Incorrect Orders

• Stock orders may be cancelled within 24 hours.
• Custom orders cannot be cancelled after fabrication starts.
• Processing fee (up to 10%) may apply.
• If STONELUX ships the wrong material or quantity, report within 3 business days for replacement or credit.

8. Overage & Delivery Conditions

• Order 10–15% extra for cuts and waste. Partial leftovers not returnable.
• Customer must provide safe truck access and off-load equipment (forklift or similar). Carrier surcharges for lift-gate or re-delivery are the customer's responsibility.

9. Warranty

Natural stone products carry no warranty unless explicitly stated on the sales order. Man-made materials (porcelain, composite, resin-based) are covered only by the manufacturer's warranty, if provided.

10. Legal Disclaimer & Contact

Policy may change without notice. Continued use of services signifies acceptance. All disputes fall under the jurisdiction of Virginia state and federal courts.

Stone Solutions and Design LLC d.b.a STONELUX
23700 Pebble Run Place, Suite 175
Sterling, VA 20166
📧 info@stonelux.com 📞 +1 (571) 353-3311