Shipping policy
Returns, Refunds & Order Policies
At Realstone, we want you to feel confident in your purchase. Because our products are specialty materials, please review the following policies carefully before placing your order.
By completing your purchase, you acknowledge and agree to the terms outlined below.
Return Policy
30-Day Return Window
Returns may be requested within 30 days of the original purchase date.
To be eligible for return, products must meet the following requirements:
- Unused and uninstalled
- In original packaging
- In resalable condition
- Returned in full carton quantities
Returns that do not meet these requirements may be refused.
Restocking Fee
All approved returns are subject to a 30% restocking fee, which will be deducted from the refund amount.
Shipping charges are non-refundable.
Return Shipping
- Customers are responsible for all return shipping costs
- Return shipping must be arranged by the customer
- Returns must be sent to the designated return facility provided by Realstone
- Realstone is not responsible for damage incurred during return shipping
We recommend using a trackable and insured shipping method for all returns.
Non-Returnable Items
The following items are not eligible for return:
- Installed or used material
- Items not in original packaging
- Partial cartons
- Products exposed to moisture or job site conditions
- Custom orders or special order items
- Items marked as Final Sale
- Clearance or discontinued items (if applicable)
Damaged or Defective Material
Please inspect all material immediately upon delivery.
If your order arrives damaged:
- Notify us within 48 hours of delivery
- Provide photos of the product, packaging, and shipping label
- Retain all packaging materials until claim is resolved
Failure to report damage within 48 hours may result in denial of the claim.
Important:
Claims for damage or defects will not be honored after installation.
Order Accuracy & Installation
It is the responsibility of the installer and purchaser to:
- Inspect material prior to installation
- Blend tiles from multiple cartons
- Dry lay material to confirm desired appearance
Installation of product constitutes acceptance of material.
Realstone is not responsible for labor costs, installation costs, or project delays.
Refund Processing
Once your return is received and inspected:
- Refunds are processed within 5 business days
- Refunds are issued to the original payment method
- You will receive confirmation once the refund is completed
A Quick Note
We take great care in packaging and quality control to ensure your order arrives in excellent condition. Because natural stone and handcrafted materials vary, we strongly encourage ordering samples prior to purchase.
If you have any questions before ordering, our team is happy to help you select the right product for your project.
Questions?
Please contact our team prior to ordering — we're here to help ensure a smooth and successful experience.
marketing@realstone.com
sales@realstone.com