Returns & Refund Policy

At Sthetix In Stone, each product is individually handcrafted from natural marble and stone. Due to the bespoke and artisanal nature of our creations, we maintain a structured return and refund policy as outlined below.

Please read this policy carefully before placing an order.

1. Nature of Our Products

All products sold by Sthetix In Stone are:

  • Handcrafted and individually finished
  • Made from natural marble and stone
  • Unique in colour, veining, texture, and pattern

Natural Variations

Variations in:

  • Colour tones
  • Veining patterns
  • Surface textures
  • Shape detailing
  • Minor dimensional differences

are inherent characteristics of natural marble and handcrafted production.

These variations:

  • Do not constitute defects
  • Are not grounds for return, replacement, or refund

By placing an order, you acknowledge and accept these natural and artisanal variations.

2. No Return / No Exchange Policy (General)

As our products are handcrafted and not mass-manufactured consumer goods:

  • We do not accept returns for change of mind.
  • We do not offer exchanges unless the product arrives damaged.

All sales are considered final unless eligible under the “Damaged in Transit” clause below.

3. Damaged in Transit – Mandatory Video Requirement

We take extreme care in packaging. However, in rare cases of transit damage:

To be eligible for consideration of replacement or refund, the customer must:

  • Record a clear, continuous, and unedited full unboxing video.

The video must:

  • Begin before the outer package is opened.
  • Clearly show the sealed package.
  • Show the entire unpacking process without cuts or pauses.
  • Clearly capture the damaged area.

The video must clearly show:

  • The sealed package
  • Outer packaging condition
  • Inner packaging
  • The product condition

Submit the video within 48 hours of delivery to:

Important:

  • Edited, cut, or incomplete videos will not be accepted.
  • Claims submitted after 48 hours from delivery will not be considered.
  • Photographs alone are insufficient without the full unboxing video.

4. Approval Process

Once your claim is received:

  • Our team will review the video evidence.
  • If approved, we may:
    • Offer a replacement (subject to availability), or
    • Issue a refund at our sole discretion.

We reserve the right to determine whether the damage occurred during transit or due to improper handling after delivery.

5. Refund Method & Timeline

If a refund is approved:

  • Refunds will be processed to the original payment method.
  • Processing time: 7–14 business days after approval.
  • Shipping charges (if applicable) are non-refundable unless damage is confirmed.

6. Custom & Made-to-Order Products

Custom, personalized, or specially commissioned pieces:

  • Cannot be cancelled once production begins.
  • Are non-returnable and non-refundable.
  • Are not eligible for exchange unless damaged in transit (subject to video requirement).

7. Incorrect Address or Failed Delivery

Sthetix In Stone is not responsible for:

  • Incorrect shipping details provided by the customer.
  • Delivery failures due to unavailability.
  • Additional re-shipping charges resulting from such issues.

8. Force Majeure

We are not liable for delays, damages, or non-performance resulting from circumstances beyond our control, including but not limited to natural disasters, transport disruptions, or governmental restrictions.

9. Limitation of Liability

Our liability, in all cases, is limited strictly to the purchase value of the product.

We shall not be responsible for:

  • Indirect loss
  • Consequential damages
  • Installation costs
  • Third-party handling damage

10. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of India.

Any disputes shall be subject to the exclusive jurisdiction of courts in Mumbai, Maharashtra.

11. Contact Us

Sthetix In Stone

Company E-Mail ID : sales@sthetixinstone.com

Contact Number      : +91 9205066363

Company Address   : Sthetix In Stone, 

                                   No. 6, Mahalaxmi Industrial Estate,

                                   Dainik Shivneri Marg, 

                                   Worli, 

                                   Mumbai - 400018