Refund policy
Return & Refund Policy
At Stone & Steel Furniture, each piece is crafted to order from natural stone and marble. Due to the unique characteristics of stone and the made-to-order nature of our products, our policies are more limited than mass-produced goods. Please read carefully before placing your order.
Order Cancellations
Orders may not be cancelled once production has begun. Please contact us within 24 hours of placing your order if you need to request a cancellation. After that window, all orders move into production and are final.
Natural Variations in Stone
Marble and stone are natural materials, and as such, variations in veining, color, and texture are inherent and celebrated characteristics — not defects. These natural inconsistencies are not grounds for a return or refund. If requested at the time of order, we can provide a photo of the slab that will be used in your piece.
Eligibility for Returns & Refunds
We only accept returns in the following cases:
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Defects in craftsmanship
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Shipping damage
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Wrong item received
All other sales, including custom orders, are final sale. Buyer’s remorse is not an eligible reason for return.
Required Steps if Your Item Arrives Damaged
To ensure a claim can be processed, the following steps must be taken:
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Inspect Upon Delivery – Please carefully inspect your order before the delivery personnel leave.
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Note Any Issues – If damage is visible, record it on the delivery receipt immediately.
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Document the Damage – Take clear photographs of all affected areas.
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Contact Us Within 24 Hours – Notify us at info@stonesteelus.com with photographs and details. Claims received after 24 hours cannot be filed with the carrier.
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Our Assessment – Once we receive your documentation, our team will review the issue and determine whether the product will be repaired or replaced.
Return Window
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Any issues must be reported within 3 days of delivery.
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Once your return is approved, the item must be shipped back within 10 days of approval.
Condition of Return
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Returned items must be unused and securely packaged in the original or equivalent protective packaging to prevent damage in transit.
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Customers are responsible for return shipping costs, unless otherwise covered by shipping insurance.
Refunds
Refunds will be processed after the returned item is received and inspected. Depending on the situation, refunds may be issued to the original payment method or as store credit.
Exclusions
The following are not considered defects and are not eligible for return or refund:
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Natural variations in stone (veining, color tone, texture)
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Minor surface marks, micro-imperfections, or finish variations inherent in handcrafted stone fabrication
Exchanges
We do not accept exchanges.
Final Sale
All custom orders are final sale. Please confirm your selections and comfort with the natural characteristics of stone before placing your order.