Refund and Return Policy

Last Updated: November 10, 2025

1. OVERVIEW

This Refund and Return Policy ("Policy") governs all purchases made through Stellar Merit Statuary ("Company," "we," "us," or "our"). By completing a purchase on our website, you ("Customer," "you," or "your") acknowledge that you have read, understood, and agree to be bound by this Policy.

2. GENERAL RETURN POLICY

2.1 Return Window

Customers may request a return within thirty (30) calendar days from the date of delivery. Returns requested after this period will not be accepted under any circumstances.

2.2 Condition Requirements

To be eligible for a return, items must meet ALL of the following conditions:

  • Item must be unused, unworn, and in the same condition as received
  • Item must be in original packaging with all tags, labels, and protective materials intact
  • Item must not show any signs of installation, outdoor placement, weathering, or use
  • Item must not have been modified, altered, painted, or customized in any way
  • All original accessories, documentation, and packaging materials must be included

2.3 Non-Returnable Items

The following items are NOT eligible for return under any circumstances:

  • Custom or personalized statuary items
  • Items marked as "final sale" or "clearance"
  • Items that have been installed, placed outdoors, or exposed to weather conditions
  • Items showing signs of wear, damage, or modification
  • Items with missing packaging, tags, or accessories
  • Items purchased during promotional sales (unless otherwise stated)
  • Gift cards or digital products

3. RETURN PROCESS

3.1 Authorization Required

All returns must be pre-authorized by our Customer Service team. DO NOT return any item without first obtaining a Return Merchandise Authorization (RMA) number. Unauthorized returns will be refused and returned to sender at the customer's expense.

3.2 How to Initiate a Return

To request a return authorization:

  1. Contact our Customer Service team via email at [INSERT EMAIL] within 30 days of delivery
  2. Include your order number, item(s) to be returned, and reason for return
  3. Attach clear photographs showing the item's condition and packaging
  4. Wait for RMA approval before shipping any items

3.3 Return Shipping

Customer Responsibility: Unless the return is due to our error (wrong item shipped or defective product), the customer is responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

Risk of Loss: Customer bears all risk of loss or damage during return shipping. Items damaged or lost in transit are not eligible for refund or replacement.

3.4 Return Shipping Address

Returns must be shipped to the address provided in your RMA authorization email. Returns sent to any other address will not be processed.

4. REFUND PROCESS

4.1 Inspection Period

Upon receipt of your return, we will inspect the item(s) within ten (10) business days. We reserve the right to reject returns that do not meet our condition requirements as outlined in Section 2.2.

4.2 Refund Amount

If your return is approved, you will receive a refund for:

  • The purchase price of the returned item(s)
  • Original standard shipping fees (ONLY if return is due to our error)

The following are NOT refundable:

  • Original shipping charges (unless return is due to our error)
  • Return shipping costs
  • Expedited or premium shipping fees under any circumstances
  • Installation or professional setup costs
  • Any applicable restocking fees (see Section 4.4)

4.3 Refund Method and Timing

Approved refunds will be processed to the original payment method within ten (10) business days of approval. Please note:

  • Your financial institution may require additional processing time (5-10 business days)
  • Refunds cannot be issued to a different payment method or account
  • We do not provide cash refunds under any circumstances

4.4 Restocking Fee

A restocking fee of twenty percent (20%) of the purchase price may be deducted from your refund for returns not due to our error, including but not limited to:

  • Change of mind or buyer's remorse
  • Incorrect item ordered by customer
  • Items returned after 15 days from delivery date
  • Items returned without complete original packaging

5. DAMAGED OR DEFECTIVE ITEMS

5.1 Nature of Cement Statuary Products

IMPORTANT NOTICE: Our products are handcrafted cement statuary items that are inherently fragile and susceptible to breakage during shipping despite professional packaging. By placing an order, you acknowledge and accept that:

  • Cement statues are heavy, brittle, and prone to chipping, cracking, or breaking
  • Minor surface imperfections, hairline cracks, or small chips may occur during manufacturing or shipping and are characteristic of handcrafted cement products
  • Variations in color, texture, and finish are normal for cement products
  • You accept responsibility for proper handling upon receipt

5.2 Reporting Damage

CRITICAL - IMMEDIATE INSPECTION REQUIRED: Due to the fragile nature of cement statuary, you must inspect all items immediately upon delivery while the carrier is still present. Damage or defects must be reported within seventy-two (72) hours of delivery. Claims submitted after this period will not be accepted under any circumstances.

5.3 Shipping Damage Protocol

MANDATORY STEPS for items damaged during shipping:

  1. INSPECT BEFORE SIGNING: Examine the package for visible damage before accepting delivery
  2. NOTE DAMAGE ON DELIVERY RECEIPT: If outer packaging shows damage, note "PACKAGE DAMAGED" on the carrier's delivery receipt before signing
  3. REFUSE SEVERELY DAMAGED SHIPMENTS: If packaging is crushed or severely damaged, you have the right to refuse delivery
  4. DO NOT DISCARD ANYTHING: Keep all packaging materials, padding, boxes, and shipping labels
  5. PHOTOGRAPH EVERYTHING: Take multiple photographs showing:
    • All sides of the shipping box (before opening)
    • Shipping label with tracking number visible
    • All packaging materials and how the item was packed
    • All damage to the statue from multiple angles
    • Close-up photos of cracks, chips, or breaks
  6. CONTACT US IMMEDIATELY: Email photographs and your order number to [INSERT EMAIL] within 72 hours
  7. PRESERVE EVIDENCE: Keep all materials until we provide further instructions and obtain carrier approval

5.4 What Constitutes Shipping Damage vs. Normal Characteristics

Shipping Damage (Eligible for Claim):

  • Large cracks extending through the structure
  • Broken or missing pieces
  • Severe chipping affecting structural integrity or appearance
  • Complete breakage or separation of components

Normal Characteristics (NOT Considered Damage):

  • Minor surface variations or slight color inconsistencies
  • Small air bubbles or pinholes (common in cement casting)
  • Hairline surface cracks less than 2 inches in length
  • Minor edge chips smaller than 1/4 inch
  • Slight texture variations (inherent to handcrafted items)
  • Weathering marks or antiquing effects (may be intentional)

5.5 Manufacturing Defects

Items with manufacturing defects will be replaced or refunded at our sole discretion. Customer must provide:

  • Clear, high-resolution photographs showing the defect from multiple angles
  • Detailed written description of the defect
  • Proof that defect was present upon receipt (not caused by customer use, installation, or handling)
  • Evidence that the item has not been installed, placed outdoors, or exposed to weather

Note: Minor imperfections inherent to handcrafted cement products are not considered manufacturing defects.

5.4 Our Error

If we shipped the wrong item, we will:

  • Provide a prepaid return shipping label
  • Ship the correct item at no additional charge
  • Refund original shipping costs if you prefer a refund instead

6. EXCHANGES

We do not offer direct exchanges. If you wish to exchange an item for a different product, you must:

  1. Return the original item following the return process in Section 3
  2. Place a new order for the desired item
  3. Wait for return approval and refund processing before placing the new order

Note: We cannot guarantee availability of items or pricing at the time of repurchase.

7. CANCELLATIONS

7.1 Order Cancellation Window

Orders may be cancelled within twenty-four (24) hours of placement, provided the order has not yet been shipped. To cancel, contact Customer Service immediately.

7.2 Post-Shipment Cancellation

Once an order has shipped, it cannot be cancelled. You must follow the return process outlined in Section 3 upon receipt.

7.3 Custom Orders

Custom or personalized orders cannot be cancelled once production has begun. A production confirmation email will be sent within 24-48 hours of order placement.

8. REFUSAL OF DELIVERY

If you refuse delivery of your order, you will be responsible for:

  • Original shipping charges (both directions)
  • A 20% restocking fee
  • Any additional carrier fees incurred

These fees will be deducted from your refund.

9. INTERNATIONAL ORDERS

9.1 Return Restrictions

International returns are subject to additional restrictions and fees. Customers are responsible for:

  • All return shipping costs
  • Import/export duties and customs fees (both directions)
  • Any clearance or brokerage charges
  • Currency conversion differences

9.2 No Refund of International Duties

Customs duties, taxes, and fees paid on the original shipment are NOT refundable under any circumstances.

10. CHARGEBACKS AND PAYMENT DISPUTES

10.1 Dispute Resolution

If you have an issue with your order, you must contact us directly BEFORE initiating a chargeback or payment dispute with your financial institution.

10.2 Chargeback Consequences

Initiating a chargeback without first attempting to resolve the issue with us may result in:

  • Immediate termination of your customer account
  • Forfeiture of all return and refund rights
  • Permanent ban from future purchases
  • Legal action to recover costs and fees associated with the chargeback

11. LIMITATIONS AND EXCLUSIONS

11.1 Maximum Liability

Our maximum liability for any claim related to a purchase shall not exceed the purchase price paid for the specific item(s) in question.

11.2 Consequential Damages

We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to:

  • Lost profits or revenue
  • Installation or removal costs
  • Property damage (unless directly caused by product defect)
  • Landscaping or construction delays
  • Emotional distress

11.3 Time Limitation on Claims

Any claim related to your purchase must be brought within six (6) months of the delivery date. Claims filed after this period are time-barred and will not be considered.

12. MODIFICATIONS TO POLICY

We reserve the right to modify this Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website or completion of a purchase after changes are posted constitutes acceptance of the modified Policy.

The Policy in effect at the time of your purchase governs that specific transaction.

13. CONTACT INFORMATION

For return authorizations, questions, or concerns regarding this Policy, please contact us at:

Stellar Merit Statuary
Email: [INSERT CUSTOMER SERVICE EMAIL]
Phone: [INSERT PHONE NUMBER]
Business Hours: [INSERT HOURS]

14. SEVERABILITY

If any provision of this Policy is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that this Policy shall otherwise remain in full force and effect and enforceable.

15. ENTIRE AGREEMENT

This Policy, together with our Terms of Service and Privacy Policy, constitutes the entire agreement between you and Stellar Merit Statuary regarding returns and refunds, and supersedes all prior or contemporaneous communications and proposals.

BY MAKING A PURCHASE, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THIS REFUND AND RETURN POLICY.

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