Refund policy

Our Guarantee:

At Eden Stone Designs® Ltd. , your satisfaction is our top priority. We're proud to offer you the following assurances with every purchase:


  1. Full Insurance Protection: We take the utmost care in ensuring your items are protected during transit. Rest easy knowing that all our products are fully insured against damages or loss.

  2. Hassle-Free Resolution: In the unlikely event that your package arrives damaged or is lost in transit, simply follow the steps provided by us upon receiving the package to document its condition. We'll process your claim and either send you a replacement or provide a full refund for the amount paid.

 

We prioritize quality above all else. Before shipping, all our products undergo rigorous testing to ensure functionality and the highest standards of quality.

  1. All our products are custom made so we don't accept returns or cancellations once the order is placed and the stone has been selected. 

In the rare event that you encounter any fabrication problem with your purchase, we're here to make it right:

     

          1 .On-Site Issue Resolution:

    We'll arrange for on-site assistance to fix any issues you may encounter, ensuring your product performs as expected.

          2. New Product Replacement: 

    If the product has any Fabrication issues, we will review your case to provide an appropriate solution as quickly as possible. We will find a solution on site or replace the product if it can not be repaired. 

     

    All claims must be done on a 14 days Frame upon delivery.

     

    In case of Damages upon delivery:

    Damaged Items:

    Regrettably, on rare occasions, items may incur damage during transit or possess concealed damage. Should your order arrive in such a state, kindly report it within 14 days of receiving it. It's crucial to note that damage claims cannot be processed beyond this timeframe, so please ensure inspection and reporting occur within this window. Please be aware that damaged items are ineligible for refund. We are committed to replacing damaged items: 

    • Send several photos of the damaged product and packaging to info@edenstonedesigns.com
    • Ensure your photos include both close-ups, wide shots and videos of the damage and entire product as well as images of the box and shipping label.
    • When signing to the forwarder make a note of the issues and ask for their contact information. Send us a picture of the Signed receipt with the notes made.
    • Include your order number and contact details in your message.
    • Keep the package in case we need to pick up the item.

     

    Refunds (when applicable):

    Rest assured, we'll swiftly work to provide you with a replacement product and in the event a refund is applicable, it would be processed. 

    Please email us to info@edenstonedesigns.com send the proofs and  we'll send you an email confirmation. Subsequently, you'll be informed of whether your exchange/refund request has been approved or denied.

    If your request is approved, the refund will be processed and credited back to your original method of payment within a specified timeframe and according to your payment method times.

     

    Disclaimer:

    At Eden Stone Designs® Ltd., we take pride in offering high-quality natural stone products that showcase the unique beauty of nature. Each piece of natural stone is one-of-a-kind, featuring its own patterns, colors, and textures. Please note the following regarding natural stone:

    1. Unique Characteristics: Variations in color, veining, tone, texture, and pattern are inherent to natural stone and contribute to its unique appeal. These variations are not defects but natural features that make each piece special.

    2. Natural Imperfections: Small fissures, pits, or other irregularities may be present in the stone. These are natural occurrences formed over time and do not compromise the integrity or durability of the material.

    3. Care and Maintenance: Proper care and maintenance will help preserve the natural beauty of the stone. Please refer to our care guide for recommendations specific to your selected material.

    By choosing natural stone, you embrace the distinctiveness and timeless elegance of a product shaped by nature’s artistry.

    At Eden Stone Designs®, we work with 100% natural marble, meaning each piece is unique and may exhibit inherent variations in color, veining, texture, and pattern. These differences are natural characteristics of the stone and should not be considered defects but rather part of its beauty and authenticity.

    The images on our website are for illustrative purposes only and may not accurately represent the exact appearance of the stone you will receive. All selections, including the chosen stone, are subject to client approval prior to the start of production. Once approved and production has begun, no claims can be made regarding the natural characteristics of the material, including variations in color, tone, veining, or texture.

     By purchasing our marble products, you acknowledge and accept these natural variations as an essential part of the material and not as defects.

    For more information, please feel free to contact us at info@edenstonedesigns.com