Returns, Refunds & Claims Policy

1. Natural Stone & Lot Variations

Natural stone varies by lot and is not identical like manufactured products. Color variation, veining, mineral marks, texture differences, and minor pits/fissures are inherent features, not defects.

Once material is installed, cut, sealed, or altered, it is considered accepted and is not returnable or refundable.

2. Delivery Inspection — Damage & Shortage Claims (Strict Timelines)

All claims must follow the timelines below:

  1. A) Visible Damage (at delivery)

You must:

  1. Take clear photos (packaging + labels + damaged areas)
  2. Write on the delivery receipt: “DAMAGED—SUBJECT TO INSPECTION”
  3. Email us within 24 hours of delivery.
  1. B) Concealed Damage (not visible at delivery)

Report within 72 hours of delivery with photos and keep all packaging materials.

  1. C) Shortage / Wrong Item

Report within 72 hours of delivery with photos of what was received and the labels.

If you do not follow these steps, carrier claim approval may be denied and the order may be treated as accepted.

3. What We May Offer for Approved Claims

If a claim is verified and approved (at our discretion and/or based on carrier decision), we may provide one of the following:

  • replacement of the damaged/incorrect goods (if available), or
  • store credit, or
  • refund for the affected portion of the order only.

We do not cover indirect losses such as labour costs, project delays, or re-installation costs.

4. Return Eligibility (Stock / Standard Goods)

Returns are accepted only with prior written approval and must meet all conditions:

  • unused, uncut, uninstalled, and unsealed
  • in original packaging and resalable condition
  • return request submitted within 7 days of delivery
  • Buyer pays return freight
  • restocking fee (typically 25%) applies unless stated otherwise

5. Non-Returnable / Final Sale Items

The following are not returnable and not refundable:

  • custom orders, special orders, made-to-order items
  • fabricated/processed items
  • clearance / liquidation / “final sale” items
  • installed/cut/sealed/altered items
  • items returned without approval or beyond the allowed return window

6. Order Cancellations

Cancellations are allowed only if the order has not entered picking/packing, allocation, or production. If cancellation is possible, fees may apply to recover:

  • supplier charges,
  • packaging/crating costs,
  • payment processing fees, and
  • shipping booked charges.

7. Refund Timing

Approved refunds are issued to the original payment method whenever possible. Processing time depends on your payment provider/bank.

8. How to Request a Return or File a Claim

Email info@stoneshubonline.com with:

  • Order number
  • Delivery date
  • Description of issue
  • Photos (packaging, labels, product, damage/shortage)
  • Copy of signed delivery receipt (especially if damage noted)

9. Contact

Email: info@stoneshubonline.com
Mail: Stoneshub, Division of Canada Infrastructure & Overseas Inc.
208-1160 Burrard Street, Vancouver BC, V6Z 2E8, Canada