Returns & Exchanges Policy
At Stone Abode EU, we are committed to providing a smooth and reliable shopping experience. If you need to cancel an order, request a return, or arrange an exchange, please review the policy below.
Order Cancellation Before Shipment
Orders may be canceled at any time before they have been processed and dispatched.
If your order has not yet entered the shipping stage, we will issue a full refund to the original payment method used during checkout.
Returns and Exchanges
Customers may request a return or exchange within 15 days of receiving their order, provided that the conditions outlined in this policy are satisfied.
Depending on the circumstances and product availability, approved requests may qualify for:
Damaged, Defective, or Incorrect Items
If your product arrives damaged, defective, or unsuitable for normal use—such as cracked wooden components, structural defects, or manufacturing issues—or if you receive an incorrect item, including the wrong model, color, or size, we will work with you to find an appropriate solution.
Available resolutions may include:
To assist with the evaluation process, we may request photographs of the product, packaging, and shipping label.
Return and Exchange Eligibility
To qualify for a return or exchange, the following conditions must be met:
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The product must be unused, in new condition, and suitable for resale.
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The item must not show signs of wear, stains, odors, scratches, misuse, alterations, or damage caused after delivery.
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All original accessories, manuals, warranty documentation, and components must be included.
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Original tags and labels must remain attached and intact.
We strongly recommend retaining the original packaging whenever possible, as it helps protect the product during return transit.
If the original packaging is unavailable, customers are responsible for packaging the item securely to prevent shipping damage.
Returns that do not meet the above requirements may be declined.
How to Request a Return, Refund, or Exchange
Step 1: Contact Customer Support
To begin the process, please contact our customer support team by email or telephone.
When submitting a request by email, please provide:
Examples of common return reasons include:
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Product appearance differs from expectations
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Item does not suit the intended décor or space
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Product quality concerns
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Incorrect item received
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Damage incurred during shipping
Providing complete and accurate information helps us process your request more efficiently.
Step 2: Request Review
Once we receive your request, our team will conduct a review that may include:
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Verification of order and payment details
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Confirmation that the request falls within the eligible return period
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Assessment of the product condition and reported issue
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Requests for additional information or photographs, if necessary
Step 3: Return Shipment
If your request is approved, we will provide detailed return instructions and the appropriate return address.
Before shipping the item back, please ensure that:
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The product is securely packed using suitable protective materials.
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A note containing the order number, product information, and reason for return is included inside the package.
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A shipping service with tracking is used.
In some cases, a prepaid return label may be included with the original shipment. If available, we recommend using it. If the label is unavailable or damaged, please contact our support team before returning the item.
Refund Inspection and Approval
After the returned item is received, our team will inspect it to verify compliance with the return conditions outlined in this policy.
Once approved, the refund process will be initiated using the original payment method.
Please note that processing times may vary depending on your financial institution or payment provider.
Refund Processing Time
Approved refunds are typically processed within 5 business days following inspection and approval.
All refunds are issued exclusively to the original payment method used for the purchase.
Return Shipping Costs
Customer-Initiated Returns
If the return is requested for personal reasons, including but not limited to:
the customer is responsible for all return shipping costs.
We recommend using a trackable shipping service and retaining proof of shipment until the process is completed.
Incorrect, Damaged, or Defective Products
If the return is required due to our error, including:
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Damaged products
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Shipping-related damage
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Incorrect items shipped
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Manufacturing defects
we will cover all applicable return shipping costs.
In these circumstances, customers may be eligible for a full refund or replacement at no additional cost.
Non-Eligible Returns
We reserve the right to refuse returns or exchanges if the product:
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Shows evidence of misuse, neglect, or customer-caused damage;
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Has been improperly assembled, modified, or altered;
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Is missing accessories, components, tags, manuals, or packaging;
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Is no longer in a condition suitable for resale.
Contact Information
Phone: +1 (518) 703-4268
Email: assist@stoneabodeeu.com
Address:
1 DAVID WAY, E PATCHOGUE, NY 11772, United States
Business Hours:
Monday to Friday, 9:00 AM – 6:00 PM (EST)
