Return Policy
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 as easy as possible.
1. 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 products are not subject to any return policy.
2. 7-Day Return Period
Returns of merchandise (unused condition, in original packaging) are accepted within 7 days of receipt of merchandise, except as listed below.
Returns are not acceptable for:
a) Natural marble characteristics
Please understand the properties of natural marble. Each piece is unique. The stone styles shown on our website are for reference only. The actual product will be based on the slab or layout we send you. Additionally, the proportions of different sizes may vary. Therefore, we do not accept returns or exchanges based on discrepancies between the product images and the actual items shown in the product link.
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 slight 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. This is not a quality problem of the product. We also provide detailed information and dimensions of the product for your reference, so we recommend that you check the detailed information before payment and make sure the product is what you want.
b) Personal reasons
Inappropriate product size, color, etc., including but not limited to: dislike of the product / repeated purchase / wrong purchase / no longer needed after purchase / does not meet expectations, etc.
c) Delivery delays due to external factors
We usually provide an estimated delivery time, but sometimes due to uncontrollable factors such as holidays, flight delays, and customs inspections, packages may not arrive within the estimated time. In such cases, we will notify you in advance. This is normal and does not constitute a reason for return or refund. We will also do our best to urge the logistics company to arrange delivery as soon as possible. If you have special requirements for delivery time, please contact service@fanstonefurniture.com, and we will be happy to assist you.
g) Returns/destruction due to incorrect address or unreachable recipient
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 and return the package after signing for it. Please note that the return fee is not free. Please keep in touch to avoid this situation.
h) White-Glove Service & Curbside Delivery
Please note that we do not offer white-glove service. Packages are delivered curbside only. Unloading the package from the truck, unpacking, moving it indoors, and installation must all be completed by the customer. If a refund is requested at the time of delivery because the driver does not provide white-glove service, it will not be accepted.
h) Parcels marked as "Delivered" but missing
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 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 residence, 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.
3. If an Item Is Damaged on Delivery
First of all, please check the status of your package and items immediately when the driver delivers them to you. If you find that the appearance of your package is damaged, please write on the receipt: "Damaged", and provide your signature and the driver's signature. 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, and we will provide you with a solution. If no issues are raised at this time, the furniture will be considered fully accepted.
5. 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, and a picture of the package (whole package).
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.
6. About Canceling an 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.
The platform deducts a 5% processing fee from the total amount at the moment your order is placed. 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.
For cancellations made after 24 hours, and after the drawing information and layout have been sent for your confirmation, a 10% fee will apply.
Once the order has been confirmed and entered into production, we regret that we cannot accept any cancellations.
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.
Ready-to-ship products and clearance collection products cannot be cancelled or refunded.
7. Natural Stone Disclaimer
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. This is not a quality issue.
Marble is a natural product, and as such is imperfect — that is part of its charm. Imperfections and superficial fossils can remain even after polishing. These imperfections should not be confused with actual damage. Small cracks, holes, or rough spots you might find in the marble 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.
8. Made-to-Order Furniture & EU Right of Withdrawal
All furniture orders placed with FanstoneFurniture are 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 furniture products because all furniture orders 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, furniture 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.