Refund policy

Distributor Return Policy

  • No Returns or Exchanges: All Sales are Final.

Return Policy for Online Retail and In-Store Customers

Online Retail Customers

  • Return Period: Merchandise purchased online may be returned within 30 days of the purchase date.

In-Store Customers

  • Return Period: Merchandise purchased in-store may be returned within 7 days of the purchase date.
  • Restocking Fee: Returns are subject to a 30% restocking fee.
  • Approval: All returns are subject to management approval.
  • Responsibility: Customers are responsible for returning materials to the store. Freight or handling charges are non-refundable.

Requirements for a Valid Return

To process a return, the following conditions must be met:

  1. Merchandise Condition: The item must be undamaged, in its original unopened packaging, in full cartons, unexpired, and resalable.
  2. Obtain RMA Number: A Return Merchandise Authorization (RMA) number must be obtained from Customer Service within 30 days of purchase.
  3. Return Shipping: Merchandise must be received at the designated Sumstones’ facility within 30 days of RMA issuance.
  4. Invalid Returns: If the return is invalid, the customer will not be refunded and will have 30 days to pick up the merchandise or arrange for return shipping at their own expense. Otherwise, the item will be deemed abandoned.

Non-Returnable Merchandise

The following items cannot be returned:

  • Products purchased from another retailer, reseller, or distributor.
  • Natural stone products.
  • Trim pieces, custom products, special orders.
  • Allied materials, loose samples, and sample cards.
  • Factory Outlet products.
  • Discontinued, Limited Stock, Out of Stock, and Clearance products.
  • Expired setting materials or cleaning products.
  • Products marked "Final Sale."
  • Items altered, cut, fabricated, or installed.

Return Merchandise Authorization (RMA) Process

All returns require an RMA number. To obtain an RMA:

  1. Contact Customer Service within 30 days of purchase.
  2. Provide the following information:
    • Order number, name, and billing address.
    • Items being returned and quantities.
    • Reason for return.

Important Notes:

  • RMA is valid for 30 days after issuance.
  • Merchandise received after RMA expiration will not be refunded.
  • Customer is responsible for return shipping costs and for ensuring the item is insured. Sumstone is not responsible for returns lost or damaged during transit.

Refunds

  • A 30% restocking fee will be deducted from all refunds.
  • For Credit/Debit Card Payments: Refunds are processed within 2-3 business days once the return is processed.
  • For E-check Payments: A refund check will be mailed within 14 days to the shipping address on file unless otherwise requested.

Cancellations and Changes

  • Sample orders cannot be canceled or changed.
  • Other orders can be canceled or changed without penalty if the order has not yet shipped. Once shipped, changes cannot be made, and cancellations will incur a 30% restocking fee and non-refundable shipping charges.

Exchanges

  • Exchanges are not offered. Customers can return items within 30 days and place a new order.

Damaged/Defective/Incorrect Products

If you receive damaged, defective, short, or incorrect products, contact Customer Service within 5 days of receipt, providing:

  • Order number.
  • Description of the issue (e.g., breakage, defect).
  • Item and quantity at issue.
  • Photos showing the issue.