At Petros® Stone, we are dedicated to delivering high-quality stone products with superior craftsmanship. We understand that returns or exchanges may sometimes be necessary, and our return policy is designed to ensure a smooth and transparent process for our customers worldwide. Please read the following guidelines carefully to understand our return eligibility, procedures, and country-specific considerations.
1. Eligibility for Returns and Exchanges
1.1 Damaged or Defective Items
If you receive a damaged or defective item, please contact our customer service team within 7 days of delivery with clear photographs and details of the issue. Once approved, we will arrange a replacement or offer a refund.
1.2 Incorrect Items Shipped
If you receive an incorrect item, notify us within 7 days of receipt. We will arrange for the correct product to be shipped at no additional cost or issue a refund.
1.3 Custom or Made-to-Order Products
Custom-made or personalized products are non-returnable, unless they arrive damaged, defective, or incorrect. Please review all details carefully before placing such orders.
1.4 Change-of-Mind Returns
- Australia, EU, UK: Customers have a 14-day return window under consumer protection laws for online purchases, provided the item is unused and in original condition.
- USA, Canada, Other Regions: Change-of-mind returns are not accepted at this time.
2. Return Process
2.1 Submitting a Return Request
- Contact our support team via email or phone with your order details and reason for return.
- Our team will review your request and provide return instructions, including any packaging requirements.
2.2 Return Approval
- If approved, you will receive a Return Authorization (RA) Number and, where applicable, a prepaid return shipping label.
- Only authorized returns will be accepted.
2.3 Packaging & Shipping
- Securely pack the item to prevent damage during transit (preferably in the original packaging).
- Return Shipping Costs:
- For defective, incorrect, or damaged items, Petros® Stone covers return shipping.
- For all other returns (where applicable), customers bear the return shipping cost.
3. Inspection & Refunds
3.1 Inspection Process
Once received, our quality control team will inspect the product within 5-7 business days to verify eligibility for a refund or exchange.
3.2 Refund Processing
- Refunds will be processed to the original payment method within 10-15 business days after approval.
- If the item does not meet return criteria, it will be sent back at the customer’s expense.
4. Exclusions & Non-Returnable Items
4.1 Non-Returnable Products
- Custom-made or personalized items
- Clearance or final sale items
- Items returned beyond the specified return window
4.2 Condition of Returned Items
All returned items must be in original, unused condition without any alterations, damage, or missing components.
5. Country-Specific Guidelines
Australia
- Customers may request a return within 14 days for eligible purchases.
- Refunds include the product cost only, excluding shipping fees.
- Returns for change of mind are not accepted for custom-made items.
European Union (EU) & United Kingdom (UK)
- Under consumer protection laws, customers have 14 days for online order returns.
- Return shipping is covered by the customer, unless the item is faulty.
United States & Canada
- Returns are accepted only for defective, incorrect, or damaged items.
- Change-of-mind returns are not supported.
Middle East & Other Regions
- Returns are assessed on a case-by-case basis, depending on local policies and shipping feasibility.
6. Frequently Asked Questions (FAQs)
Q1: Can I return a product if I changed my mind after receiving it?
- Change-of-mind returns are accepted in Australia, UK, and the EU within 14 days, but not in other regions.
Q2: Who pays for return shipping?
- Petros® Stone covers return shipping for defective, incorrect, or damaged items. For all other eligible returns, the customer is responsible for shipping fees.
Q3: How long will it take to receive my refund?
- Refunds are processed within 10-15 business days after the returned item is inspected and approved.
Q4: Can I exchange an item instead of returning it?
- Yes, eligible items may be exchanged following the same return process.
7. Contact Us
For return inquiries, please reach out to our support team:
Email: info@petrosstone.com
Office Hours: Monday to Friday, 9 AM – 6 PM IST
At Petros® Stone, we strive to ensure a smooth and fair return process. Thank you for choosing us for your premium stone products!
