Refund policy

At StonesDirect.com, we stand behind the products we sell to homeowners, contractors and other customers.

Many of our products are sourced, allocated, manufactured or processed specifically for individual orders. Because supplier requirements vary, cancellations and returns are subject to the conditions described below.

This policy applies across our product catalogue, including natural stone, manufactured materials, concrete, porcelain, composite products, accessories and samples.

1. Order Cancellations

Customer-requested cancellations of standard orders must be submitted within 24 hours of order placement to qualify for our standard discretionary cancellation window.

Eligible cancellations within this period will be refunded less applicable payment-processing charges, as described below.

After 24 hours, cancellation is subject to approval by Stones Direct and the supplying manufacturer, quarry, distributor or other applicable supplier.

Approval is not guaranteed and is especially unlikely once an order has entered production, processing, allocation, packaging or other fulfillment preparations.

An order remaining unshipped does not necessarily mean it remains eligible for cancellation.

Sample orders and products sold under separately disclosed special-order terms may have additional restrictions.

To request cancellation, contact support@stonesdirect.com as soon as possible and provide your order number.

Nothing in this section limits cancellation rights required by applicable law.

2. Credit-Card Cancellation Fees and Supplier Charges

For eligible discretionary cancellations paid by credit card, a 4% cancellation fee applies to the portion of the original credit-card payment being cancelled, where legally permitted.

This fee is intended to recover payment-processing costs associated with the original transaction.

Where a cancellation is approved after the supplier has begun preparing or processing an order, additional documented costs may apply, including:

  - Supplier restocking or cancellation charges.

  - Production, customization or processing costs already incurred.

  - Freight or handling expenses already incurred.

  - Other documented, non-recoverable costs directly attributable to the cancelled order.

Applicable charges will be evaluated according to the circumstances and the supplying company's requirements.

Distinct permitted charges may apply together, but the same expense will not be charged more than once.

No discretionary cancellation fee or supplier restocking deduction will be imposed where a full refund without deductions is required by law.

3. Special-Order and Custom-Processed Products

Certain products are specially manufactured, fabricated, cut, finished, ordered or otherwise prepared to fulfill individual customer requirements.

Such products may become non-cancellable once production or processing has commenced, subject to applicable law and any additional conditions disclosed and agreed upon before purchase.

Cancellation requests outside the ordinary cancellation window will be reviewed with the applicable supplier.

Approval is not guaranteed and may be subject to applicable supplier costs and restrictions.

4. Sample Orders

Sample orders may require a supplier to allocate inventory, obtain material from another location, manufacture a sample or begin other preparation before dispatch.

Sample orders become final sale once processing has begun with the supplier, even if the sample has not yet shipped.

A cancellation request submitted before supplier processing begins may be considered under the standard cancellation conditions.

Once processing has begun, change-of-mind cancellations and refunds are not ordinarily available.

This restriction does not affect remedies for incorrect, defective or otherwise nonconforming samples where required by applicable law.

5. Returns of Delivered Products

Stones Direct does not routinely accept returns for change of mind, project changes, customer ordering mistakes or dissatisfaction with product characteristics that conform to the applicable specifications.

However, an exceptional return may be considered when the supplying manufacturer, quarry, distributor or other supplier agrees to accept the products.

Any discretionary return requires prior written authorization from Stones Direct.

If a return is approved, the customer is responsible for applicable return requirements and costs, which may include:

  - Arranging and paying for return transportation.

  - Providing suitable loading equipment and personnel.

  - Paying supplier restocking or handling charges.

  - Properly packaging and protecting products for return transportation.

  - Bearing applicable responsibility for loss or damage during customer-arranged return transportation.

  - Paying other documented costs directly associated with the approved return.

Returned products must satisfy the receiving supplier's requirements regarding condition, packaging, completeness and suitability for return.

Shipping products back without authorization does not guarantee acceptance or a refund.

Any applicable refund will be determined after the return has been received and evaluated under the approved return conditions.

These restrictions apply to discretionary returns and do not override legal remedies for defective, incorrect or otherwise nonconforming goods.

6. Damaged, Missing or Incorrect Products

If an order arrives damaged, quantities are missing or incorrect products have been supplied, contact Stones Direct promptly with your order number, supporting photographs and a description of the issue.

Customers should inspect deliveries and document visible damage or shortages on the carrier's delivery receipt whenever possible.

Some damage may be concealed beneath packaging and may not be discovered until unpacking.

Concealed damage should be reported as soon as reasonably possible after discovery, preferably within 48 hours of delivery.

This recommended timeframe does not automatically eliminate otherwise valid claims or statutory rights.

Where Stones Direct arranged transportation, we will coordinate the appropriate review with the supplying facility, carrier or other responsible party.

Please retain affected products, original packaging, pallets, labels and delivery documentation.

Do not dispose of, alter or install disputed products before contacting Stones Direct where reasonably practicable.

Depending on the circumstances and applicable legal requirements, resolutions may include replacement, correction, an agreed adjustment or refund.

7. Product Characteristics and Material Variations

Product characteristics vary depending on the material, manufacturing process and specifications.

Natural materials: Natural stone and other naturally occurring materials may exhibit inherent differences in colour, veining, pattern, texture, surface characteristics and appearance. Such variation is not, by itself, evidence of a defect or incorrect product.

Manufactured materials: Concrete products, porcelain, composite materials and manufactured veneer may have product-specific manufacturing tolerances, colour-batch differences or other characteristics identified in their specifications.

Variations within applicable disclosed tolerances are not automatically grounds for a discretionary return.

However, products that are incorrect, defective or materially different from the confirmed order or applicable product specifications will be reviewed accordingly.

Customers should inspect product type, colour, finish, dimensions, quantity and other relevant characteristics before installation.

Any suspected discrepancy should be reported before products are installed, modified or otherwise altered where reasonably practicable.

This section does not exclude remedies for confirmed defects, incorrect products, misleading descriptions or other legally recognized nonconformities.

8. Seller Errors, Delivery Delays and Legal Rights

Cancellations or refunds arising from seller errors, material fulfillment discrepancies or legally qualifying shipment delays will be evaluated separately from discretionary customer-requested cancellations.

Where a full refund is legally required, Stones Direct will not deduct the discretionary 4% credit-card cancellation fee or applicable supplier restocking charges.

Delivery estimates and shipping requirements are described in our Shipping Policy.

Nothing in this policy excludes, limits or waives any consumer right or remedy that cannot legally be excluded.

9. Refund Processing

Approved refunds will ordinarily be issued to the original payment method where supported and appropriate.

The amount refunded will depend on the reason for cancellation or return, applicable permitted charges, documented costs and governing legal requirements.

Where deductions apply to a discretionary cancellation or return, Stones Direct will provide an explanation of those charges.

Refund processing times may vary by financial institution or payment provider. Any legally required refund deadline will take precedence.

Contact Us

For cancellation requests, damaged or incorrect products, approved returns or refund questions, contact:

Stones Direct

Phone: 1 (800) 688-1796

Email: support@stonesdirect.com

For delivery requirements and freight responsibilities, refer to our Shipping Policy.