Refund policy

Last updated: 31 July 2026

At Eastone, every piece is made from natural stone and selected for its individual character. We want you to feel confident in your purchase, while also recognising the inherent variation of natural materials.

Change-of-mind returns

We offer a 14-day return policy for change-of-mind returns. You have 14 days after receiving your item to request a return.

To be eligible, the item must be unused, unaltered, in the same condition that you received it, and returned with its original packaging and proof of purchase.

To start a return, please email info@excelstone.com with your order number, the reason for your return, and clear photos of the item and packaging where relevant.

Please do not send an item back before your return has been authorised. Once accepted, we will provide return instructions. Authorised returns must be sent to:

Eastone Returns
Room 1406, Building B, Lianfa Electronic Plaza
No. 806 Yuanshan South Road, Huli District
Xiamen, Fujian, China

For change-of-mind returns, customers are responsible for return shipping costs. Original shipping charges are non-refundable.

Damages, incorrect items and issues

Please inspect your order as soon as it arrives. If your item is damaged in transit, defective, or incorrect, please contact us within 48 hours of delivery at info@excelstone.com.

Please include your order number and clear photos of the item, outer packaging, and shipping label. If we confirm that an item is damaged, defective, or incorrect, we will provide an appropriate remedy, which may include a replacement, refund, or reimbursement of reasonable return shipping costs where applicable.

Natural stone variation

Every Eastone piece is unique. Veining, colour, tone, pores, mineral movement, fossil markings, and surface texture are inherent characteristics of natural stone and are not considered defects.

Product photography, samples, and screen settings can only provide an indication of colour and pattern. Reasonable natural variation between pieces does not make an item faulty.

This does not affect your rights if an item is materially different from its product description, agreed specification, or arrives damaged or defective.

Custom and made-to-order items

Custom and made-to-order items are not eligible for cancellation, return, exchange, or refund for change-of-mind reasons once production has begun.

This includes items made to bespoke dimensions, material selections, finishes, engravings, or other customer-approved specifications. Custom or made-to-order status will be clearly stated on the relevant product page or quotation before purchase.

This does not affect your rights in relation to items that are damaged, defective, incorrectly supplied, or materially different from the agreed specification.

Non-returnable items

Items that have been used, altered, damaged after delivery, or returned without prior authorisation are not eligible for a change-of-mind return.

Any final-sale items will be clearly identified at the time of purchase. This does not affect your rights in relation to faulty, damaged, or incorrectly supplied goods.

Exchanges

We do not offer direct exchanges at this time. If you would like a different item, please request a return for the original item. Once your return is accepted, you may place a new order for the item you prefer.

Refunds

Once we receive and inspect your authorised return, we will notify you whether the refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Your bank or card provider may require additional time to process and display the refund.

If more than 15 business days have passed since we confirmed your refund, please contact us at info@excelstone.com.

Statutory rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer law.

For Australian customers: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.