Refund policy
Exclusion of Right of Withdrawal (EU Customers)
Pursuant to Article 16(c) of Directive 2011/83/EU, the 14-day right of withdrawal does not apply to goods made to specification or clearly personalised. All stoneart swiss products are handcrafted to order by Swiss artisans. As such, they are considered custom-made goods and are therefore excluded from the European consumer right of withdrawal.
Returns and refunds are accepted exclusively in cases of manufacturing defects or damage incurred during shipping, as described below.
Returns and Exchanges
Purchased products cannot be returned or exchanged after purchase, unless they present defects or damage sustained during shipping.
If the product received is defective or damaged, please contact us at info@stoneartswiss.ch. We will be happy to assess the situation and offer assistance, which may include:
- repair of the product;
- replacement with a conforming product;
- refund, where applicable.
Return Procedure for Defective Items
To allow us to handle your request promptly, we recommend:
- contacting us as soon as possible with a description of the issue;
- attaching photos of the defect or damage where possible;
- keeping the original packaging until the matter is resolved.
Refunds
Refunds are generally processed within three days of receiving the return (in cases where the return has been authorised due to a defect or damage). However, the time for the credit to appear depends on your bank or payment provider and may take additional days.
We ask that you wait up to ten business days from the date of shipping the return before contacting us regarding the refund.
Contact
For any enquiries regarding returns, refunds or assistance: info@stoneartswiss.ch.