Scope
Return & Returns Authorization Policy
This policy applies to finished stone veneer products sold directly by Superior Stone Manufacturing to dealers, contractors, and direct customers. It covers returns for defective products, incorrect shipments, and eligible non-defective returns. It does not replace or limit any express written warranty.
Return Authorization (RMA)
- All returns require prior written Return Merchandise Authorization (RMA) from Superior Stone Manufacturing. Contact Customer Service at [phone] or [email] to request an RMA within the time limits below.
- Include order number, invoice number, product codes, quantities, lot/batch numbers (if available), photos of product and pallet labels, and reason for return.
- Unauthorized returns will be refused and returned at sender’s expense.
Time Limits & Eligibility
- Defective or damaged on arrival: Report within 7 days of receipt. We may require photos, samples, and inspection of remaining product or the shipment.
- Shortages/wrong product shipped: Report within 7 days of delivery.
- Eligible non-defective returns (unused, resalable product): Request within 30 days of delivery and subject to restocking fee and approval.
- After 30 days, returns will only be accepted if product is proven defective and covered by warranty.
Condition of Returned Product
- Non-defective returns must be in original packaging, undamaged, dry, clean, and free of jobsite contaminants. Product that has been cut, installed, altered, or mixed with other lots is not returnable as non-defective.
- For defective claims, preserve samples and retain remaining cartons/pallets and labels for inspection.
Inspection & Approval
- All returns are subject to inspection upon receipt. Approval is at Superior Stone Manufacturing’s discretion based on findings compared to claim.
- If an inspection shows the product is not defective or does not meet return criteria, it will be returned to the customer at the customer’s expense or disposed of at customer’s direction.
Restocking & Fees
- Approved non-defective returns are subject to a restocking fee of up to 25% of invoiced price, plus inbound shipping and handling.
- Custom, special-order, discontinued, and cut/installed material is non-returnable.
Shipping & Risk of Loss
- Customer is responsible for return shipping costs unless return is authorized due to our error or a confirmed defect covered by warranty.
- Risk of loss for returned goods remains with the customer until accepted by Supior Stone Manufacturing at our designated facility.
Credits & Refunds
- Credits or refunds will be issued after inspection and approval and will be equal to the invoiced amount less restocking, shipping, and any applicable fees.
- Refunds will be processed to the original payment method within 30 days of approval.
- Freight claims for transit damage must be filed with the carrier; we will assist as appropriate but require notice within the time limits above.
Natural Variation & Color Matching
- Stone veneer is a natural product and will have color, texture, and pattern variation between and within production batches. Such natural variation is not considered a defect.
- Customers should order sufficient material from the same production run for an entire job. We recommend obtaining and approving actual samples prior to ordering.
Warranty & Remedies
- For defective product claims, remedies are limited to repair, replacement, or credit at [Manufacturer Name]’s discretion, subject to the terms of our written warranty and these return procedures.
- We are not responsible for labor costs for removal or replacement except where expressly stated in a written warranty.
Dispute Resolution
- Any disputes arising under this policy will be handled in accordance with the terms and governing law on the invoice or contract.
Contact
- For RMA requests and returns: Superior Stone Manufacturing, Attn: Returns Department, [address], Phone: [phone], Email: [email].
By ordering product from Superior Stone Manufacturing, the buyer acknowledges and accepts this Return & Returns Authorization Policy.
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Only regular priced items may be refunded. Sale items cannot be refunded.