Return and Exchange Policy

At ABC-STONE, we stand firmly behind the exceptional craftsmanship and enduring artistry of our natural stone hardware. We understand that selecting the perfect architectural pieces for your space is a significant design decision. If your purchase does not fully align with your vision, we are here to support you with a transparent and seamless return process.

1. 15-Day Return Window

We offer a 15-day return policy, which allows you to request a return within 15 days after receiving your item.

  • Eligibility Conditions: To qualify for a return, the item must be in the exact condition you received it—completely uninstalled, unused, unworn, with all original tags attached, and securely enclosed in its original packaging.

  • Proof of Purchase: A valid receipt or official proof of purchase from ABC-STONE is strictly required to process your request.

  • Exclusions: Items returned to us without a prior, approved return request will not be accepted.

2. Return Logistics & Responsibilities

Because our products are crafted from premium natural stone and carry significant weight, please carefully note our logistics policy for "change of mind" returns:

  • Shipping Costs: Customers are fully responsible for all return shipping fees. ABC-STONE does not provide prepaid return shipping labels.

  • Restrictions: We strictly do not accept any parcels sent via freight collect, cash on delivery (COD), or unauthorized shipping methods.

  • Return Destination: All authorized returns must be shipped to our designated international logistics warehouse in Hong Kong. Detailed shipping instructions and the complete address will be provided once your return request is officially approved.

  • Customs & Duties: Customers are responsible for ensuring the return shipment complies with cross-border transport regulations, including any applicable import duties or customs clearance required for entry into Hong Kong.

3. How to Initiate a Return

To start your return journey, please follow these simple steps:

  1. Submit a Request: Contact our professional support team via Email (service@abc-stone.com) or WhatsApp (+8618520988566). Please include your Order Number and the reason for the return.

  2. Review & Approval: Our team will review your request within 24–48 hours. If accepted, we will send you detailed instructions on how and where to dispatch your package.

  3. Ship & Share Tracking: Securely pack the items (we highly recommend using the original protective foam to prevent transit breakage) and mail them via a trackable shipping service. You must share the tracking number with us once shipped.

4. Damages, Deficiencies & The ABC-STONE Guarantee

Please inspect your order thoroughly upon delivery. If you discover that an item is defective, structurally damaged, or that you received the incorrect product, please contact us immediately so we can make it right.

  • The Inherent Beauty of Natural Stone: ABC-STONE products are carved from authentic, raw geological formations (such as Travertine and Marble). Natural variations in color shading, unique veining patterns, structural mineral layering, and organic pores are not manufacturing defects—they are the revered signatures of nature that make your hardware one-of-a-kind.

  • Transit Protection Guarantee: If your stone hardware arrives broken or fractured due to harsh transit conditions, we will remanufacture and reship your order via Premium Shipping entirely at our expense. To activate this guarantee, you must provide clear, high-resolution photos of both the damaged item and the outer shipping box within 24 hours of delivery.

5. Non-Returnable Items & Exceptions

Certain types of items are strictly excluded from our standard return policy and are considered Final Sale:

  • Bespoke & Custom Orders: Products that have been personalized or custom-tailored to your specifications—including custom-engraved brand logos, bespoke dimensions, or non-standard unique stone cuts—cannot be returned or exchanged.

  • Sale & Clearance Items: Only regular-priced items qualify for refunds. Items purchased during promotional clearance sales, special holiday events, or redeemed via gift cards are non-refundable.

6. Exchanges

The most efficient way to ensure you secure the exact item, finish, or stone variety you desire is to return your original item following the steps above. Once your return is received and officially accepted, you can independently place a separate purchase for the new item on our website.

7. European Union 14-Day Cooling-Off Period

Notwithstanding the policy detailed above, if our merchandise is being shipped directly into the European Union, residents have the right to cancel or return their order within 14 days, for any reason and without justification. As stated above, the item must be returned in its pristine, uninstalled, and original condition with all packaging intact.

8. Refunds Processing

Once your return parcel arrives at our Hong Kong warehouse, it will undergo a meticulous quality inspection by our craftsmanship team to ensure it complies with our return eligibility conditions.

  • Approval Notification: We will promptly notify you via email regarding the status of your inspection and whether your refund has been approved.

  • Timeline: If approved, the refund will be processed immediately. The funds will be credited automatically back to your original payment method within 5 to 10 business days. Please note that banking institutions and credit card providers may require additional processing time to reflect the transaction on your statement.

  • Shipping Fee Allocations: ABC-STONE covers all logistics costs for validated quality-related defects or documented shipping damages. For standard "change of mind" returns, original shipping fees paid at checkout are non-refundable.

Contact Us

For any inquiries regarding your return process, tracking updates, or the unique geological characteristics of your stone hardware, please reach out to our dedicated support team:

  • Brand Name: ABC-STONE

  • Customer Support Email: service@abc-stone.com

  • Phone/WhatsApp: +8618520988566

  • Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (GMT+8)