Refund policy

At Solano Stone, we curate both ready-to-ship collections and fully customizable, made-to-order furniture. Because shipping and production processes differ significantly, please review our policy sections below:

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PART 1: READY-TO-SHIP COLLECTIONS (Standard Items)
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1. Order Cancellation
Standard items enter our warehouse system immediately. You may request a cancellation within 12 hours of placing your order. Once shipped, standard return policies apply.

2. Damaged or Defective Deliveries (Zero Cost to You)
If your item arrives damaged or defective, we will fix it at no cost. You must inspect your package upon delivery, take clear photos/videos of the damaged item AND the shipping box/labels, and email support@solanostone.com within 5 business days. Once verified, we will arrange a free replacement or part shipment.

3. Buyer's Remorse Returns (Change of Mind)
For standard items, you can request a return within 14 days of delivery. The item must be brand new, unassembled, and in its original packaging. The customer is responsible for return shipping costs, and a restocking fee of up to 20% will be deducted from your refund.

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PART 2: CUSTOM & MADE-TO-ORDER COLLECTIONS (China Factory Direct)
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For our bespoke furniture line—including custom sizing, altered fabrics, customized colors, and private labeling (relabeled/rebranded items) shipped directly from our overseas manufacturing facilities—the following strict terms apply:

1. Delivery Timeline Expectation
All custom orders are crafted to your exact specifications. The production window is typically 30–45 days, followed by an ocean freight and domestic delivery timeline of approximately 30 days (1 month). Total estimated delivery time to your home is 60–75 days. By placing a custom order, you acknowledge and accept this artisanal timeline.

2. Strict Cancellation Window
Production on custom items begins immediately after order confirmation. You may cancel or modify a custom order within 24 hours of purchase. After 24 hours, the order is locked into production, and we cannot accept any cancellations, modifications, or refunds.

3. No Returns or Exchanges for Buyer's Remorse
Because these items are tailor-made to your personal taste (specific fabrics, custom colors, or bespoke branding), we CANNOT accept returns, exchanges, or refunds if you change your mind, if the item does not fit your space, or if you dislike the color upon arrival. All custom sales are final.

4. Damages & Quality Issues During Transit
Our custom furniture is heavily crated for international ocean freight. However, if a custom item arrives with structural damage or manufacturing defects, we will fully support you. Please provide clear photos/videos of the damage and packaging within 5 business days of delivery to support@solanostone.com. We will work directly with our factory to expedite the production and shipping of replacement parts or a brand-new item at no extra cost to you.

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PART 3: HOW REFUNDS ARE PROCESSED
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Once an eligible return is received and inspected by our warehouse network, we will notify you of the approval or rejection of your refund. Approved refunds will be automatically applied to your original method of payment within 5-7 business days.

Questions? 
Contact our dedicated support team anytime at support@solanostone.com.