At CNC Stone Wall Panel, we are committed to providing high-quality CNC stone wall panels that meet our customers’ expectations. Since our products can involve customised designs, sizes, finishes, and materials, please read the following policy carefully before placing your order.
1. Return Eligibility
Returns are accepted only in cases where the product is received damaged, defective, or materially different from the product ordered.
To request a return, customers must contact us within 48 hours of delivery and provide clear photographs and/or videos showing the condition of the product and packaging.
Products must be unused, uninstalled, and kept in their original condition until the return request is reviewed.
2. Damaged or Defective Products
If your CNC stone wall panel arrives damaged or defective, please notify us within 48 hours of delivery. After reviewing the submitted photographs/videos, we may offer a replacement, repair, or refund depending on the nature of the issue.
Customers are advised to inspect the package at the time of delivery wherever possible.
3. Customised & Made-to-Order Products
Custom-designed, customised-size, made-to-order, or specially manufactured CNC stone wall panels are generally not eligible for return or cancellation once production has started, as these products are manufactured specifically according to the customer’s requirements.
Please confirm all dimensions, designs, colours, finishes, and other specifications before approving production.
4. Non-Returnable Items
Returns are generally not accepted for:
- Products that have been installed or used
- Customised or personalised products
- Products damaged after delivery due to improper handling or installation
- Products modified, cut, drilled, or altered by the customer
- Orders where the customer has provided incorrect measurements or specifications
- Products returned without prior approval
5. Order Cancellation
Cancellation requests should be submitted as soon as possible after placing an order. Once manufacturing or customisation has started, cancellation may not be possible.
For eligible cancellations, any applicable refund will be processed after deducting costs already incurred for design, manufacturing, processing, packaging, or other services.
6. Refund Process
Once an approved return is received and inspected, we will notify you regarding the approval or rejection of your refund.
Approved refunds will generally be processed through the original payment method. The time taken for the amount to reflect in your account may depend on your bank or payment provider.
7. Exchange or Replacement
Where a product is confirmed to have been damaged or defective before delivery, we may provide a replacement subject to product availability and inspection.
8. How to Request a Return
To request a return, please contact our customer support team with:
- Order number
- Customer name and contact details
- Reason for return
- Clear photographs of the product
- Video of the damaged product and packaging, where applicable
Our team will review the request and provide further instructions.
Important: Do not ship any product back without receiving return approval from our team.
9. Contact Us
For return, replacement, cancellation, or refund-related queries, please contact our customer support team through the contact details provided on our website.
We reserve the right to review each return request individually and determine eligibility according to the nature and condition of the product.