Refund policy

We want you to love your Velmora Stone piece. Because every item is cut, carved, and finished from natural marble or travertine, our return process is built around fragile, handmade goods rather than a typical retail return.

Damaged or defective items
Please inspect your order as soon as it arrives. If your piece arrives damaged, defective, or isn't what you ordered, contact us at info@velmorastone.com within 14 days with photos of the item and its packaging. We recommend photographing or recording a short video while unboxing your piece, as this helps us verify shipping damage and process your claim faster. We will evaluate the issue and make it right at no cost to you: a free replacement, repair, refund, or partial discount, whichever fits best. In most cases we can resolve this without asking you to ship the item back, since reshipping heavy stone pieces is costly and risks further damage.

14-day returns (change of mind)
Any piece ordered in a standard size and finish offered on our product pages can be returned within 14 days of delivery, for any reason. Customers in the EU, United Kingdom, Switzerland and Norway can also use their statutory right to withdraw from the purchase within 14 days of delivery without giving a reason. To start a return or withdrawal, sign in to your account and choose "Request return" on your order, or email info@velmorastone.com with your order number and a clear statement that you wish to return the item (you may use any wording). Because our pieces are heavy and fragile, please contact us before sending anything so we can give you the correct return address and packing instructions. Our US return address is 928 Myrtle Avenue, Brooklyn, NY 11206, United States; for European returns we may provide a different address by email. Items must be unused, uninstalled, and returned in their original packaging. Return shipping costs are the customer's responsibility. You are responsible for any loss in value caused by handling the item beyond what is necessary to inspect it.

Cancellations
Because every piece is carved to order, you can cancel free of charge within 24 hours of placing your order, before we select your slab and begin production. Customers in the EU, United Kingdom, Switzerland and Norway can cancel at any time before their order ships. To cancel, use your account or email info@velmorastone.com.

Custom pieces and other exceptions
Pieces made to your personal specifications — such as custom dimensions, custom faucet hole configurations, or finishes that are not offered on the product page — are made uniquely for you and cannot be returned. Items that have already been installed, and items damaged by improper handling, installation, or use after delivery, are also not eligible for a change-of-mind return. Natural variation in veining, color, and texture is inherent to natural stone and is not considered a defect. None of these exceptions affect your rights if an item arrives damaged, defective, or not as described. Gift cards cannot be returned.

Exchanges
The fastest way to get what you want is to return the item you have, once the return is approved, and place a separate order for the new piece.

Refunds
We will refund the full price you paid for the item, including any delivery charge, to your original payment method no later than 14 days after we receive your return or withdrawal request. We may hold the refund until we have received the item back or you have provided proof that it has been shipped, whichever is earlier. It can take extra time for your bank or card provider to post the refund. If you have not received your refund within this time, contact us at info@velmorastone.com.