refund and returns policy
Last Updated: March 28th, 2024
Welcome to Stone Solutions and Design LLC, d.b.a STONELUX™, where we strive to provide exceptional service and quality products to our business clients. This Refunds and Returns Policy outlines our procedures and rules regarding returns and refunds, ensuring a transparent and satisfactory process for all transactions conducted through our online store.
1. Eligibility Criteria
- Time Frame: Returns must be requested within 30 days of the delivery date of for regular stock materials.
- Condition of Goods: Items must be returned unused, in their original packaging, and in the condition they were received.
- Documentation: Please provide the purchase order number and a copy of the receipt with your return request.
2. Return Process
- Initiation: To initiate a return or refund, please contact our customer service team via email at [email protected].
- Inspection: Returned goods will undergo an inspection to ensure they meet our return criteria.
- Approval: We will notify you of the approval or rejection of your return within 5 business days of receiving the returned items.
3. Refund Process
- Types of Refunds: We offer refunds in the form of credit notes, replacements, or monetary refunds, at our discretion depends on the reason of the RMA.
- Processing Time: Refunds will be processed within 7-10 business days after return approval.
- Refund Method: Refunds will be issued to the original payment method unless otherwise agreed upon.
4. Exceptions and Exclusions
- Non-returnable Items: Custom orders and clearance items are not eligible for return or refund.
- Restocking Fee: A handling and restocking fee of 25% may apply to returned items.
5. Shipping
- Return Shipping Costs: Return shipping costs will be the responsibility of the customer unless the return is due to our error (e.g., incorrect or defective item sent).
- Shipping Method: Returns should be sent via insured shipping service.
Contact Information
For any questions or concerns regarding our Refunds and Returns Policy, please contact our customer support team at [email protected]. Our team is available Monday through Friday, 8 AM to 4 PM EST.
Legal Disclaimer
This policy shall be governed by and construed in accordance with the laws of the State of Virginia, USA. Stone Solutions and Design LLC reserves the right to amend this policy at any time.
