Document Reference: ISMDG-RETN-2026-001
Returns & Refunds
Eligibility, timelines, and how to request a return.
In short
- If we made a mistake, we will make it right — at our cost.
- Damaged items must be reported within 48 hours with photos.
- Natural variations in stone are not grounds for return.
- Refunds are processed within 14 business days.
Our Commitment
We want you to love your piece. Every specimen is photographed in detail so you know exactly what you are getting before you buy.
Because each item is a unique natural formation that cannot be replaced, we ask you to review all photos and descriptions carefully before ordering.
When You Can Return
We accept returns in these situations:
- Damage during shipping — Your specimen arrived broken or damaged due to transit. You must report this within 48 hours of delivery with clear photos.
- Wrong item sent — We shipped a different specimen than what you ordered. This is our mistake and we will fix it.
- Materially different from description — The specimen you received is significantly different from the photos and description on our website.
When You Cannot Return
Returns are not accepted for:
- Change of mind or buyer's remorse
- Natural variations in color, pattern, or texture (these are features, not defects)
- Differences in appearance due to your screen's display settings
- Minor size or weight variations within 5% of stated measurements
Natural stone is formed over millions of years. Small variations are what make each piece unique and authentic.
How to Request a Return
If you believe you qualify for a return:
- Email us at industrialstone.mdg3@gmail.com within 7 days of receiving your order.
- Include your order reference number and a clear description of the issue.
- Attach photos showing the problem (damage, wrong item, etc.).
- Our team will review your request and respond within 48 hours.
Important
Do not ship anything back until we confirm your return request. Unauthorized returns cannot be processed.
Refund Process
Once we approve your return, here is what happens:
- Timeline — Refunds are processed within 14 business days of approval.
- Method — We refund to your original payment method. Bank transfers may take an additional 3-5 business days to appear.
Shipping Costs
Who pays for return shipping depends on the reason:
- Our mistake — We pay all return shipping costs if the issue was our error (wrong item, damaged packaging).
- Other approved returns — The buyer is responsible for return shipping costs in all other cases.