Return and Refund Policy
We want you to feel confident when purchasing from LUMBRON STONE. If you are not fully satisfied with your order, you may request a return in accordance with the policy below.
Return Window
You may request a return within 30 days after receiving your order.
To be eligible for a return, the item must be in its original condition, unworn, unused, undamaged, and returned with its original packaging, including any pouch, box, card, or other included materials.
How to Request a Return
To start a return, please contact us at support@lumbron.com with your order number and the reason for your return request.
Please do not send any item back before contacting us and receiving return instructions. Items returned without prior authorization may not be accepted.
Return Shipping
For returns that are not caused by product defects or fulfillment errors, the customer is responsible for the return shipping cost.
When available, we may provide a return address or return label through our return service partner. Any applicable return shipping cost may be deducted from your refund or paid by the customer before the return is processed.
Damaged, Incorrect, or Defective Items
Please inspect your order when you receive it. If the item is damaged, defective, or incorrect, please contact us at support@lumbron.com within 7 days of delivery and include clear photos of the item and packaging.
If the issue is confirmed, we will work with you to provide a suitable solution, which may include a replacement, return, or refund.
Natural Stone Variation
Our products are made with natural stones. Variations in color, texture, flash, pattern, inclusions, mineral marks, and surface characteristics are part of the natural identity of each stone and are not considered defects.
Product images are provided for reference. Due to lighting, screen settings, and the natural variation of stones, the item you receive may vary slightly from the photos.
Non-Returnable Items.
The following items cannot be returned:
Items that have been worn, used, damaged, altered, or scratched
Items missing original packaging or included materials
Custom, personalized, or made-to-order items
Final sale items
Gift cards
Items returned without prior authorization
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method. Please note that it may take additional time for your bank or payment provider to process and post the refund.
Original shipping fees, expedited shipping fees, customs duties, import taxes, and other third-party charges are non-refundable unless required by applicable law or unless the return is due to our error.
Exchanges
At this time, we do not guarantee direct exchanges. If you would like a different item, please contact us at support@lumbron.com, and we will advise you on the available options.