Return Policy (General Terms)

1. Time-limit for Returns

You can return an unused product within 2 days of receiving it subject to intimation by the customer within 24hours of receipt, provided it is in original condition (unaltered) with original packaging, must be kept in covered area, water should not be in touch with the stones, invoice, and tags intact.

2. Condition of Return

• Products must be unused, uninstalled, and undamaged.
• Products must be kept in covered area, free from touch with water.
• Original packaging and bill/invoice must be included for a return to be accepted.

3. Defects & Manufacturing Issues

• Before dispatching from the factory, we are generally share photos / videos of the products manufactured with the customers after processing of the products. After fully satisfaction from customer’s side we then dispatch the products. Returns are typically accepted only if there’s a manufacturing defect discovered upon receipt (for example: obvious production mistakes).
• Natural characteristics like colour/texture variation inherent to stone are usually not considered defects and not eligible for return.

4. Custom / Special Orders

Custom-made or specially ordered stone carvings, cladding panels, or murals that are crafted as per customer specifications are generally non-returnable and non-refundable once manufacturing begins.

5. After Dispatch

Once the goods have left EarthStona’s premises (dispatched), the goods are not returnable and responsibility shifts to the buyer, especially in standard order terms. Concerned transport is booked in consultation with the customer and transporter is responsible for transit occurrences. However, for Bangalore, Hyderabad, Chennai, Kerala, Goa, Delhi NCR there are dedicated transporter of stone supplier who supply safely at their godowns. Note, there is no insurance of stone by the insurance companies being fragile item.

6. Refund Processing

If a valid return is accepted due to a verified defect or failure to meet quality standards, refunds or replacements are processed as per the company’s refund timeline of 15 days (this may involve inspection and verification by EarthStona before refund).

Important Notes Specific to Natural Stone Products

• Natural stones like sandstone, marble and stone panels may have natural variation in colour, veining, and texture — these are not defects and generally cannot be returned for that reason.
• Breakage during shipping should be reported immediately and may be handled under breakage/return policy terms, but acceptance isn’t guaranteed if caused by transit mishandling. Transporter is fully liable for safe delivery. 

7. Cancellations

Once the order has been placed, it cannot be cancelled or altered under any circumstances. Therefore, we urge you to speak to your contractors for detailed information on the measurements, technical aspects of the construction, your shortlisted options including colours, material, and design, as well as the quantity of the order so we can make your shopping experience with us as smooth and seamless as possible.

The shipment will be considered abandoned property if

• refused at the time of delivery, or
• delays in transportation because of unforeseen circumstances.

8. How to Initiate a Return

To request a return or report a defect instantly within 2 days of receipt:

• Call to support team: +91 93064 0730
• Email: earthstona@gmail.com or info@earthstona.com
• Address: Earth Stone India, 12 Tirupati Vihar-A, New Loha Mandi, Sikar Road, Jaipur – 302013, Rajasthan, India

9. Shipping Policy

• We deliver the material on PAN India basis via third party transportation from Jaipur in consultation with customer’s convenience. Please find a detailed breakdown of the order processing timelines, and other details below:

          Within DELHI NCR, Rajasthan

• Shipping within Delhi NCR and Rajasthan takes anywhere between two working days to four days, depending on the product. Processing timelines vary based on location, as well as the availability of transportation options. Customers within Delhi NCR & Rajasthan can also reschedule delivery for a maximum time span of 7 days if we are notified before the shipment is loaded.
• Customers within Delhi NCR & Rajasthan can also opt for pickup services. Clients visiting the Jaipur showroom can also opt for delivery services to the construction sites directly. Take a note that unloading of material at your premise/ site / any floors is the customer’s responsibility because transport vehicle driver / Porter will come to deliver the product.

          Outside Delhi NCR/Rajasthan

• Shipping outside Delhi NCR may take 1 to 2 weeks in transit because of the additional packing and transit reasons that are required to minimize damage.
• Since shipping outside Delhi NCR and Rajasthan may require certain extra constraints such as unloading, crain charges if heavy weight and shipping, as well as choosing a favourable delivery partner for your order. Note, unloading arrangements at site will be in customer’s scope because porter/transport vehicle alone goes to deliver the items. We request you to contact us via WhatsApp, Call, or E-mail to discuss the options in detail.

10.  Billing - Accepted Payment Modes

• We accept multiple payment modes, including net banking in our current account, debit cards, credit cards, (Amex, RuPay, Visa, Mastercard accepted) UPI, PayTM, Google Pay, PhonePe, BharatPe, or Bank UPI payments for both online and offline orders. For credit card payment via online website portal, in this case 2% extra will be charged for Phonepay platform fee. In case of payment with a cheque or demand drafts, the due amount has to get cleared before processing the order. Please note that the payment has to be confirmed on our end before we can process your order. After successful payment made, we will share the payment receipt.
• We rely on external payment processors, namely “Phonepay”  for processing the transaction for online payments via our website. Therefore, as a business, we do not have any detailed financial information, including your card numbers, Bank account number, or any other sensitive financial information. The limited information helps us identify your order, resolve your queries, update you on the status of your order, and process replacements faster, making your shopping experience pleasurable with us.