Return Policy
FanstoneFurniture wants you to be satisfied with your purchase. But just in case you're not 100% satisfied, we've made the returns process super easy.
About returns
For returns due to special circumstances (such as quality issues.), returned goods must be in their original packaging and must not be damaged, scratched, or stained. Returns will not be accepted for product damage caused by packaging issues.
Ready-to-ship products and clearance collection product are not subject to any return policy.
7-day return period
Returns of merchandise (unused condition) in original packaging are accepted within 7 days of receipt of merchandise (except below).
Returns are not acceptable for:
- Due to the nature of the product, customized products cannot accept returns and exchanges. Unfortunately, we are currently unable to accept exchanges for non-customized products. Please understand the properties of natural marble. Each piece is unique. We do not support returns unless there is a quality issue.
- Personal reasons: Inappropriate product size, color, etc., including but not limited to, dislike the product/repeated purchase/wrong purchase/no longer needed after purchase/does not meet expectations, etc.
- We try our best to show you the color of the product itself. However, the display of the product under different monitors will inevitably have a little color difference, furthermore, due to the characteristics of natural stone, the color and veining of each type of natural stone will vary depending on the time of quarrying and the batch of production. and this is not a quality problem of the product, and we also provide the detailed information and size of the product for your reference, so we recommend that you check the detailed information of the product before payment, And make sure the product is what you want.
- Due to external factors (such as logistics/holidays), the package is not delivered in time and requires a refund, Due to some uncontrollable factors such as holidays/flight tension, the package may not be delivered within the estimated time, but we will try our best to urge the logistics company to transport the package, so we suggest that if you have a request for the delivery time of the package, please contact service@fanstonefurniture.com We will answer for you.
- The package is returned/destroyed due to incorrect address/unable to contact the recipient, etc. Normally, if the package fails to be delivered for the first time, we will contact the logistics provider to deliver the package again after we have confirmed the information with you. If you request a refund, you need to follow our return policy after signing for the package The process returns the package, but the return fee is not free, please keep in touch to avoid this situation.
- Please be aware that there is a difference between a parcel that is lost in transit and a parcel that is missing after it has been marked "Delivered" by the courier. If a parcel has been marked as delivered but you cannot find it, we are unable to do anything. We cannot issue a refund or send a replacement, and we cannot file a claim for a parcel that has been marked as delivered. We recommend you check at an alternate entrance to your domicile, at a neighbor's house or apartment, or at the front desk of your apartment complex or place of business to see if the parcel has simply been misdelivered. If the parcel is not in one of those locations, please contact the courier to see if they can help locate your parcel.
If an item is damaged on delivery (event)
First of all, please check the status of your package and items immediately when the driver delivers it to you. If you find that the appearance of your package is damaged, please write on the receipt/receipt: Damaged, and your signature and driver's signature information are required. Then send us pictures, in this case, please be careful not to refuse the package, otherwise we will not be able to deal with the problem for you.
Please contact us as soon as possible after receiving the package, we will provide you with a solution. If no questions are asked at this time, the furniture will be considered fully accepted.
How to return
Please do not return or refuse your product directly without contacting our customer service team, otherwise we will not be able to process any refund request for you.
Please contact us at service@fanstonefurniture.com to initiate a return. Include your order number, the name and quantity of the return, a picture of the package (whole package).
About Canceling Order
Due to the unique nature of our products, for furniture orders, if you need to cancel or change your order after payment, please contact us within 24 hours of placing the order. Please note that at the moment your order is placed, the platform deducts a 5% processing fee from the total amount we receive. Even if we issue a refund to you, this fee is non-refundable to us. Therefore, for cancellations made within 24 hours of order placement, we will deduct a 5% processing fee from your refund. We appreciate your understanding. For cancellations made after 24 hours and after the drawing information and layout has been sent for your confirmation, a 10% fees will apply. Once the order has been confirmed and entered into production, we regret that we cannot accept any cancellations. Please also note: For customized orders (e.g., changes to stone material, dimensions, finishes, etc.), once production has begun, we are unable to accept returns or exchanges.
For marble crafts, cancellations made before shipment will be subject to a 5% processing fee. Once the item has been shipped, cancellations cannot be accepted.
If your return is accepted, we will send you instructions on how and where to send the package. Please note that for orders returned without quality issues, the shipping costs will be borne by the customer.
We will process refunds within 7 days of receiving your package.
Please note: Nature never repeats itself. All marble tables in our natural marble category have a natural grain, the pattern of which varies from table to table. As each piece is unique, variations in tone, color, grain and pattern are unpredictable. It's not a quality issue
Marble is a natural product, and as such imperfect. That’s a part of its charm. Imperfections and superficial fossils can remain even after polishing. These imperfections should not be confused with actual damage. In fact, for the small cracks, holes or rough spots you might find in the marble, Variations like these are not viewed as flaws or defects subject to complaint. And they do not diminish the quality and durability of your table. Think of them as the details that give your table character, the charm of natural stone.
Custom-Made Products & EU Right of Withdrawal
All our natural stone furniture is made-to-order based on your selected specifications. We do not hold pre-manufactured stock.
Upon receiving your order, we will provide you with a layout drawing or stone veining plan for your confirmation before production begins. Production will only commence after your final approval.
Each piece of natural stone is unique in its veining, color variations, and texture. These are inherent characteristics of genuine natural stone and do not constitute defects.
In accordance with Article 16(c) of Directive 2011/83/EU, the statutory 14-day right of withdrawal does not apply to our products because they are:
- Made-to-order: Produced specifically for you after order confirmation, based on your specifications
- Customized: Based on your individual selection of dimensions, finishes, stone type, and other specifications
- Non-reproducible: Each natural stone slab has unique veining, color variations, and texture, making every finished piece one-of-a-kind and not suitable for resale to another customer
Therefore, orders cannot be canceled, returned, or refunded once order confirmation and stone selection have been finalized.
This exemption applies regardless of whether production has commenced, as affirmed by the Court of Justice of the European Union (Case C-529/19, Möbel Kraft).
By placing an order, you acknowledge and agree to the above terms.