Petros Stone LLP Return Policy
At Petros Stone LLP, we are committed to providing high-quality stone products and customer satisfaction. We understand that sometimes, returns or exchanges may be necessary. Our return policy aims to address your needs while ensuring that all products meet our high standards. Please review the following guidelines to understand our return process, eligibility requirements, and timelines.
1. Eligibility for Returns and Exchanges
1.1. Damaged or Defective Items
- If you receive an item that is damaged or defective, please contact our customer service team within 7 days of receipt with clear photographs showing the issue. We will assess the case and provide a replacement or a full refund if deemed appropriate.
1.2. Incorrect Items Shipped
- If an item you receive differs from your order, please notify us within 7 days of delivery. We will arrange for the correct item to be shipped at no additional cost or provide a refund.
1.3. Custom or Made-to-Order Products
- Due to the unique nature of custom and made-to-order products, these items are non-returnable unless they arrive damaged, defective, or incorrect. We encourage thorough review and confirmation of specifications before placing such orders.
2. Return Process
2.1. Return Request
- Contact our customer service team via email or phone with your order number and details about the product issue.
- Our team will review your request and guide you through the return process, including any specific packaging or labeling requirements.
2.2. Return Approval
- Upon approval, you will receive a return authorization, including a return label if applicable. Only authorized returns will be accepted.
2.3. Packaging and Shipping
- Please ensure that all items are securely packaged to prevent any damage during transit. We recommend using original packaging if possible.
- Shipping costs for returns due to defective or incorrect items will be covered by Petros Stone LLP. For all other returns, the customer is responsible for return shipping fees.
3. Inspection and Refunds
3.1. Inspection
- Upon receiving your return, our quality control team will inspect the product to verify eligibility. We aim to complete this process within 5-7 business days of receiving the item.
3.2. Refund Processing
- Once the return is approved, we will initiate a refund. The refund will be processed to your original payment method within 7-10 business days.
- If the item does not meet our return criteria, you will be notified, and the item will be sent back to you at your expense.
4. Exclusions and Non-Returnable Items
4.1. Non-Returnable Products
- Custom orders, made-to-order items, clearance or final sale products are non-returnable unless they arrive damaged, defective, or incorrect.
4.2. Timeframe for Returns
- Items returned outside of the specified return period (7 days for damaged or incorrect items) may not be eligible for a refund or exchange.
4.3. Condition of Returned Items
- Items must be returned in their original condition, without any signs of wear, alteration, or damage beyond what was reported.
5. Frequently Asked Questions (FAQs)
Q1: Can I return a product if I changed my mind after receiving it?
- Change-of-mind returns are currently not accepted. We encourage you to carefully review your order before placing it.
Q2: Who pays for return shipping?
- For damaged, defective, or incorrect items, Petros Stone LLP will cover the return shipping cost. For other returns, the customer is responsible for shipping fees.
Q3: How long will it take to receive my refund?
- Refunds typically take 7-10 business days after the return has been inspected and approved.
Q4: Can I exchange an item instead of returning it?
- Yes, eligible items may be exchanged. Please follow the same process as a return, indicating your preference for an exchange.
6. Contact Us
For any questions, concerns, or to initiate a return request, please contact us:
- Email: support@petrosstone.com
- Office Hours: Monday to Friday, 9 AM – 6 PM IST
Our goal is to ensure that your experience with Petros Stone LLP is seamless and satisfactory. We appreciate your understanding and cooperation with our return policy.