Return & Refund Policy

We want you to love your purchase! However, due to the high costs associated with shipping and handling oversized furniture and heavy items, our return and refund policy is strictly enforced to ensure we can continue offering premium products at competitive prices. Please read the following terms carefully before completing your purchase.

1. Final Sale Policy for Oversized Items

Due to the specialized nature of freight shipping for oversized furniture, all sales are considered final once the item has shipped.

To ensure your complete satisfaction, we strongly encourage you to:

  • Carefully measure your space (including doorways and hallways) before ordering.
  • Review all product specifications, dimensions, and color descriptions.
  • Note that minor color variations may occur due to screen lighting and individual monitor settings; these are not considered manufacturing defects.

2. Damaged, Defective, or Incorrect Items (Our Responsibility)

If your item arrives damaged, defective, or if you received the incorrect product, we will make it right at no additional cost to you.

  • Inspection Requirement: You MUST inspect your packages upon delivery. If any visible damage to the box is found, please note it on the delivery receipt before signing.
  • 48-Hour Report Window: Any damage or manufacturing defects must be reported to our support team at support@solanostone.com within 48 hours of delivery.
  • Required Evidence: To process a replacement or refund, you MUST provide:
    1. Clear photographs or videos showing the damage or defect on the product.
    2. Clear images of the outer shipping boxes and the shipping labels.
  • Resolution: Once verified by our warehouse terminal, we will ship a replacement or issue a full refund at no cost to you. Do not assemble a damaged item, as assembly may void your damage claim.

3. Order Cancellations & Modifications

We strive to process orders as quickly as possible.

  • 2-Hour Window: Cancellation or modification requests are only guaranteed within 2 hours of order placement.
  • Processing Phase: If a cancellation is requested after 2 hours but before the item has shipped, a 25% Restocking Fee will be applied to cover warehouse processing and administrative costs.
  • Shipped Orders: Once an order has been picked up by the carrier, it cannot be cancelled or intercepted. If a delivery is refused at the door for non-quality reasons, it will be treated as an unauthorized return, and round-trip shipping fees plus a 25% restocking fee will be deducted from your refund.

4. Return Shipping (Authorized Returns Only)

In the rare event that a return is authorized by our team, the return request must be submitted within 30 calendar days of delivery, unless a different period is required by applicable law.

  • The item must be in its original packaging, un-assembled, and including all hardware and manuals.
  • The customer is responsible for the actual round-trip shipping costs and a mandatory 25% restocking fee, except where the return is due to a damaged, defective, or incorrect item covered under Section 2.

5. Refund Processing Time

Once your return (or damage claim) is verified by our warehouse terminal, refunds are processed back to your original method of payment within 5 to 10 business days, depending on your financial institution.