Return and Exchange Policy

At ABC-STONE, we stand behind the craftsmanship of our natural stone hardware. We understand that selecting the perfect piece for your project is a significant decision, and we are here to support you if you are not completely satisfied.

1. 15-Day Return Window

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

Eligibility: To be eligible for a return, your item must be in the same condition that you received it, uninstalled, unworn or unused, with tags, and in its original packaging.

Proof of Purchase: You’ll also need the receipt or proof of purchase.

Return Shipping: Customers are responsible for shipping the return package to our warehouse at their own expense. We do not provide return labels and do not accept any parcels sent with freight collect or cash on delivery.

2. How to Initiate a Return

To start a return, please contact us at:

Email: service@abc-stone.com
Phone/WhatsApp: +1 213-675-7868

If your return is accepted, we will provide instructions on how and where to send your package. Customers must arrange and pay for the return shipment themselves. We do not provide return labels, and we do not accept any freight collect or cash on delivery return packages.

Items sent back to us without first requesting a return will not be accepted.

3. Damages and Issues (The ABC-STONE Guarantee)

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately.

  • Natural Variations: Please note that Travertine is a natural product. Variations in color, veining, and the presence of organic pores are unique characteristics of the stone and are not considered defects.

  • Shipping Protection: If your stone arrives broken due to transit, please provide clear photos of the damage and packaging within 24 hours of delivery. We will remake and reship your order via Premium Shipping at our expense.

4. Non-returnable Items & Exceptions

Certain types of items cannot be returned:

  • Bespoke & Custom Orders: Products that have been personalized, such as custom-engraved logos, specific dimension requests, or unique stone cuts, are non-returnable.

  • Sale Items: Only regular priced items may be refunded. Items purchased during clearance sales or with gift cards are final sale.

5. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

6. European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it.

7. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

  • Approved Refunds: If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Return Shipping: ABC-STONE covers return shipping costs for quality-related issues or shipping damages. For "change of mind" returns, the customer is responsible for return shipping fees.

Contact Us

For any questions regarding your return or the unique characteristics of your stone hardware, please reach out to our professional support team:

  • Brand: ABC-STONE

  • Email: service@abc-stone.com

  • Phone: +1 213-675-7868

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