Return & Refund

Effective as of 04/30/2025

At Stonovia, we stand behind the quality of our products. For eligible items, we offer a 30-day return policy from the package delivery date based on our tracking records, provided they are returned in their original condition and packaging.

Important : Return eligibility, shipping costs, and refund options may vary based on the reason for the return and the order type.

For Quality Issues

If your item arrived damaged or has a quality issue, please email photos or videos to contact@stonovia.com. Our team will review your claim and follow up promptly.

If approved:
  • We’ll provide a prepaid return shipping label.
  • You can choose for a replacement of your item or a refund.
For Non-Quality Issues (e.g., size/color preference, change of mind)
1. Standard Orders (Under $1500)
  • Return Eligibility: Returns accepted only if a sample was purchased and reviewed before the main order.
  • Return Fees: 25% restocking fee (to cover the labor, inspection, repackaging, and warehouse handling).
  • Shipping Fees: Stonovia will provide a prepaid return shipping label.
2. Large Orders ($1500–$3,000)
  • Return Eligibility:
          1. Applies to oversized or overweight shipments (e.g., long PVC pipes).
          2. Returns accepted only if a sample was purchased and reviewed before the main order.
  • Return Fees: Customer will be responsible for all return freight costs. A 25% restocking fee may apply based on item condition upon return.

3. Custom/Bulk Orders ($3,000+)
Also applies to:
Made-to-order, customized, or large-volume production items.

  • Policy:

    All sales are final and non-refundable.

  • Pattern Confirmation Option:

    To ensure satisfaction, customers have the right to request photos of the product batch (e.g., surface pattern or color) before shipping. This request must be made within 6 hours of order placement. If no request is received within this timeframe, we will proceed with packing and shipping based on the assumption that no pattern confirmation is required.

    Please note that due to the natural variation in stone materials, slight differences in color, veining, or texture are to be expected.

  • Exchange Option:
    If the customer is unsatisfied with the pattern upon delivery and did not request confirmation within the allotted time, the order is not eligible for a refund. However, an exchange may be arranged upon request, subject to a 25% restocking fee, plus applicable return and reshipping costs. Products must be returned in unused and good condition.
Need Help with a Return?

If you have any concerns about your order or wish to request a return, please contact our Customer Service team at contact@stonovia.com. We're here to help find the best solution for you.
For items received damaged or defective, please reach out to us right away so we can assist.

Important:
We only accept returns for products purchased directly from our official website or from online marketplaces operated under the Stonovia name. If your purchase was made through a third-party distributor, please contact them directly for return assistance. 

Exceptions to Our Return Policy

Special Shipping Requirements:
Free return shipping applies only to items shipped via FedEx, UPS, or USPS. For freight shipments, return freight costs are the customer’s responsibility.

Customized Products:
Made-to-order or personalized items are not eligible for return.

Damaged or Defective Items:
Items that arrive damaged or defective may be exchanged. We may request photos or videos for verification.

Lost Packages:
If your package is marked as delivered but hasn’t arrived, please contact us. We’ll work with the carrier and send a replacement once the investigation is complete. Refunds are not available in these cases to help prevent fraud.

Non-Returnable Items:
Items marked “Non-Returnable” on the product page and sample products are not eligible for return.

Unauthorized Returns:
Packages returned without prior authorization will be rejected and not refunded. Please contact Customer Service before sending any returns.

Condition Requirements:
Products must be returned in good condition. Items that are used, damaged, or incomplete are not eligible for a refund.

Refund Information
  • Refunds are processed within 10 business days after we receive your returned item, using your original payment method.
  • If items were already used, they're ineligible for a return.
  • If returned items were unused but damaged, we may deduct from your refund a 25% to 50% damage fee to cover the loss in value.
  • Additional service fees—such as expedited shipping, doorway or room-of-choice drop-off, and white-glove delivery—are non-refundable.
  • Please return the correct, complete item in good condition and proper packaging to the address we provide. You are responsible for the product until it reaches us. We are not liable for damage, loss in transit, or returns sent to the wrong address.
  • We cannot issue refunds for wrong items sent by the customer. If this happens, contact Customer Service immediately; however, we cannot guarantee recovery or compensation.
Return Address (U.S.)
Contact us to get the return address before sending your package.

Order Cancellation & Changes
If your order hasn’t been shipped yet, contact us within 24 hours to change or cancel it. Once shipped, orders cannot be rerouted. You’ll need to receive the item and then request a return. After we receive and inspect the returned product, we will process the refund after we have applied the 25% restocking fee and 25%-50% damage fee, if applicable.