Return & Refund
Effective as of 01/15/2024
MACA Stone confidently backs the quality and innovation of our products with a 30-day return policy for specific items, provided they are returned in their original condition. In the event that a return is initiated for reasons other than product quality defects, 15% of the sales value will be charged for restocking fees. Customers are responsible for the cost of return shipping.
If you have any concerns and wish to return the product, please reach out to our Customer Service team at firstname.lastname@example.org. We offer solutions to help you resolve your concerns. If the products are received damaged or defective, please reach out to our customer service team.
We only accept returns if they are purchased from our official website https://www.macastonedecor.com/ and online marketplaces that are registered under the name of a MACA Stone entity. Please contact relevant distributor if otherwise.
Exceptions to Return Policy
- Items with Special Transportation Restrictions: We offer free return shipping for the items that are able to ship by FedEx, UPS or USPS. If your order is shipped by freight, you will be responsible for the freight costs.
- Customized Products: Customized products are not eligible for the return policy.
- Damaged or Defective: Damaged or defective products upon arrival are eligible for return or exchange, we may ask for photographic or video evidence for our records.
- Lost Packages: If your shipment marked as delivered by the shipper but your package reported missing, we are happy to send a replacement order once we complete our inquiry with the shipper. We are not able to offer refund on this situation due to potential fraud. If your shipment is marked delivered but you haven’t received the package, please reach out to our customer service for assistance.
- Items marked “non-Returnable” on the product page.
- Please note that any package retuned without our authorization will not be eligible for a refund and will be rejected. If you want to return a package, please reach out to our customer service first.
- Products which are not in a good condition are not eligible for a return or refund.
- Sample products are not eligible for return.
Validity Period for Returns
Please schedule to return your product within 30 days starting from package delivery date based on our tracking records. For special promotions such as major holidays, we might extend this timeframe. Do not miss out by subscribing our newsletter!
How to Request a Return?
Please reach out to our customer service team at email@example.com to request a return. Return request must be submitted within 30 days of receiving the package, the request will expire in 30 days after approval. Please contact us if you need additional time to return your order.
It will take up to 10 business day to complete the refund after we receive the return. The refund will be issued via your original payment method. If the returned goods show signs of wear and tear that are beyond what is reasonably expected for you to try them out for suitability (i.e., overhandling), or the packaging is damaged and cannot be reused, we reserve the right to deduct from your refund due to the loss in the value of our goods.
Any costs arising from additional service pertaining to the order will NOT be refunded, including but not limited to expedited shipping, doorway drop-off, room of choice drop-off and white glove delivery.
Please make sure you enclose the correct and complete item when making a return. The correct item must be returned to receive a refund. You are responsible to ensure that the product is returned to the correct location in a packaging and good condition. We are not responsible for the damage or loss of products in transit, or the rejection of products because they were sent to the wrong address.
We will not issue a refund if the we receive a wrong item. If you accidentally send out the wrong item, please contact customer service as soon as possible. We cannot guarantee that your items will be found and returned, and we cannot provide any compensation for the wrong items sent by you to us.
Return Address in the United States
To ensure your package can be delivered back to the correct location, please contact us for the latest address update.
Order Cancellation or Changes
If your order has not yet shipped and you need to change or cancel it, please contact us within 24 hours since you place an order. If the item has already been shipped, we are unable to reroute shipments. In this case, you will need to receive the order and then initiate a request for return. Once the item is rerouted back to us and we confirm receipt, we’ll issue a full refund.