Returns & Refund Policy

Eligibility for Returns & Refunds

• The stone product must be unused, undamaged (no cracks, chips, or scratches), and in its original packaging (including wooden reinforcement frame, moisture-proof film, and all accessories).
• All accompanying items (e.g., lamp bulbs for stone lamps, mounting hardware for side tables) must be complete and unopened.
• Stone products with natural texture variations or minor manual measurement deviations (1-3cm) are not considered defects and are not eligible for return due to these reasons.

Order Cancellation

• You may cancel your order free of charge within 24 hours of placement. To cancel, send an email to support@xingstone.com with your order number, and we will confirm within 24 business hours.
• If your order has already been shipped, cancellation is not permitted. If you insist on canceling, a fee of 30%-50% of the order amount will be charged (to cover stone product packaging, storage, and shipping costs). This fee, along with the original outbound shipping cost (included in your order price), will be deducted from your refund.
• Please do not initiate PayPal disputes or credit card chargebacks directly. We will work with you to resolve any issues promptly.

Order Modification

• You may modify your order information (e.g., shipping address, phone number, or non-custom product details) within 24 hours of placement.
• For customized stone products, modifications to size, material, or craft are only allowed within 24 hours (once production starts, no changes can be made).
• If your order has been shipped, no modifications can be made.

Non-Returnable Items

1. Customized stone products (produced according to your specific size, material, or design requirements).
2. Small accessories (e.g., stone soap dishes, candle holder liners, replacement bulbs).
3. Bulk orders of the same product ("bulk order" refers to 3 or more units). We recommend purchasing 1 unit first to confirm suitability.
4. Shipping costs: Once an order is shipped, all logistics-related costs (included in the order price) are non-refundable, even if the order is returned.

Note on Product Appearance & Dimensions

• Due to the natural characteristics of stone (unique texture, mineral distribution) and differences in computer monitor settings, the actual product color may vary slightly from the website images.
• Manual measurements of stone products may have a 1-3cm deviation. Colors and dimensions are for reference only—please refer to the actual product.

How to Initiate a Return

1. Send an email to support@xingstone.com with the following information:
   • Your order number.
   • Detailed reason for the return (e.g., "product arrived damaged," "wrong item received").
   • Clear photos/videos of the product (including overall condition, packaging, and any defects).
2. Our customer service team will review your request within 24 business hours (24-48 hours on weekends/holidays).
3. If approved, you will receive a return authorization email with instructions and the designated return address.
4. You must ship the return item within 7 days of receiving the authorization. Failure to ship within this period will result in the return request being canceled.
5. After shipping the return package, send an email to support@xingstone.com with:
   • The tracking number and tracking link.
   • Photos of the packaged return item (to confirm it belongs to Xingstone).
6. Once we receive and inspect the return item:
   • If it meets our return policy: We will process your refund within 5 business days.
   • If it does not meet the requirements: We reserve the right to refuse the refund and may return the item to you at your expense.

Refunds

• Refunds will be credited to your original payment method:
  • PayPal: 1-2 business days after processing.
  • Credit card: 3-5 business days after processing.
• Due to exchange rate fluctuations, the actual refund amount may differ slightly from the original payment.
• Original shipping costs (included in your order price) and return shipping costs are non-refundable.

Late or Missing Refunds

1. Double-check your bank account or payment platform (e.g., PayPal) for updates.
2. Contact your credit card company or bank—refunds may take additional time to process officially.
3. If you have completed the above steps and still have not received your refund, contact us at support@xingstone.com with your order number and refund reference.

Exchanges

• Defective (e.g., manufacturing flaws, uneven polishing) or damaged during shipping.
• Incorrectly sent (e.g., wrong product or model).

1. Follow the return initiation process above, specifying "exchange" in your email.
2. Once your return is approved, we will ship the correct or replacement item free of charge (we cover the shipping cost for exchanges due to our error).

Damaged Goods

• If your stone product arrives damaged (cracked, chipped, or broken), report it to us within 48 hours of receipt (before installation or use) and provide:
  • Clear photos/videos of the damaged product, original packaging, and shipping label.
  • A note of damage from the courier (if possible).
• We will provide a free replacement or full refund (excluding return shipping costs) for shipping-related damage.
• If the product is damaged due to improper use, installation, or handling after receipt, it is not eligible for a refund or exchange.
• Minor cosmetic imperfections (e.g., small scratches on non-visible surfaces) caused by shipping are not considered defects and will not be eligible for exchange or refund.

Refusing Shipments

• You will be charged 30%-50% of the order amount (to cover packaging, shipping, and return logistics costs).
• Return shipping costs will be borne by you.
• We reserve the right to deduct all outbound shipping fees from your refund.

Receiving the Wrong Item

• First, verify your order details to confirm the discrepancy.
• Report incorrect items to us within 7 days of receipt with photos of the received product and your order confirmation.
• We will ship the correct stone product free of charge within 3-8 weeks (due to stone production and logistics cycles). We also cover the return shipping cost for the wrong item.
• If you refuse the exchange and insist on a return, it will be treated as a regular return, and a 20% restocking fee will apply. Return shipping costs are your responsibility.

Warranty

• The warranty covers manufacturing defects (e.g., uneven polishing, material flaws, craft errors) but does not include:
  • Damage caused by accidents, misuse, negligence, or improper installation.
  • Natural aging, wear, or color changes due to environmental factors (e.g., sunlight exposure).
  • Damage from shipping (covered under our return policy, not warranty).
• For warranty claims, contact support@xingstone.com with your order number, photos of the defect, and a detailed description. We will provide free replacement parts or repair services (shipping costs for warranty items are borne by you).

Restocking Fee

• The return is requested due to buyer’s remorse, change of mind, or purchasing the wrong item (within the 14-day return window).
• The same product is available at a lower price elsewhere.
• The return item is in original condition but exceeds the 14-day return window (fee may increase to 50% for expired returns).

Contact Us

• Email: support@xingstone.com
• Response Time:
  • Business Days (Monday-Friday, GMT+8): Within 24 hours
  • Weekends & Holidays: Within 24-48 hours

Please check your inbox and spam folder for our replies. Initiating disputes (e.g., PayPal disputes) without contacting us first will not expedite the resolution process. We are committed to resolving all issues fairly and efficiently.