Refund policy

 

At Stonemore, we are dedicated to ensuring your shopping experience is seamless and that you are completely satisfied with your purchase.  Should you change your mind, we gladly accept returns within 30 days from the date of purchase, provided the product(s) are unused, unassembled, and in their original, resalable condition (some exclusions apply – please see details below). Kindly note that we reserve the right to decline a return or refund if the returned product(s) are damaged or not in their original, resalable condition.


Who pays for the return shipping? 


Please note that the customer is responsible for arranging and covering the cost of return shipping. If the original packaging has been discarded, we kindly ask that you use suitable packaging to ensure the item is protected during transit back to us.

Note: Please also be aware that we will require a restocking fee of $55 for mailbox and if the returned product is not in its original, resealable packaging, we will require an additional payment of $20. Additionally, for returning accessories, we will require a $10 restocking fee.

 

What to Expect After Your Return or Refund:

Upon receiving your returned product(s), our team will carefully evaluate their condition to ensure they meet our original and resaleable standards. If everything looks good, we'll process a full refund for the product(s) back to your original payment method right away. 

Please keep in mind that it may take 5-10 business days for the refund to reflect in your account, depending on your bank's processing times. 

If we have any questions or concerns about the condition of your return, our friendly customer service team will be in touch with you to discuss them.

If you'd like to exchange your item for something else, the quickest way is to return your current product(s) for a full refund and then simply place a new order for the item(s) you'd prefer.

Exclusions: 

  • Delivery fees and charges are non-refundable. We will only process a full ‘’product refund’’. 


Faulty or Damaged Products:

We take great care in ensuring your order arrives in perfect condition. Upon receiving your delivery, please inspect all items carefully. If you notice any faults, damages, incorrect items, or missing parts, please contact us within 48 hours of delivery. To report a faulty or damaged product, please submit a claim here: Submit A Claim

Important Note: To submit a successful claim, please provide detailed photos of the damage. We will require the following:

  1. Photos of all sides of the packaging, with the shipping label clearly visible
  2. A photo of the mailbox inside the packaging
  3. A close-up photo of the damage on the mailbox itself

If the photos are insufficient, you may be asked to provide more. Please do not throw away the original packaging.

Rest assured, re-shipping and re-packaging fees will not apply to faulty or damaged items. Once we receive your claim, our dedicated Customer Service team will promptly assist you with the next steps.


Warranty

Our products are covered by a 5-year structural warranty from the date of purchase. This warranty is extended to the original purchaser, ensuring protection against structural defects, including issues with hinges, doors not opening properly, and other related structural malfunctions.


For more information about our Warranty, we kindly ask to please review it on our Warranty Page.

 

Thinking About a Return? We're Here to Help!

If you're considering a return, please don't hesitate to connect with our dedicated support team at support@stonemorehome.com your earliest convenience. We're committed to making the process as smooth and straightforward as possible for you. Our team is ready to provide real-time updates and clear guidance every step of the way, from initiating your return to understanding its status and any specific requirements.

We understand the importance of a hassle-free return experience and are dedicated to addressing your concerns promptly and efficiently.

What Happens After We Receive Your Return:

Once your item(s) arrive, our expert team will conduct a careful inspection to ensure they are in their original, resalable condition. Based on this evaluation:

  • For Exchanges: Our friendly Customer Care team will get back to you within 24-48 hours to arrange the shipment of your replacement product.

  • For Refunds: We will promptly initiate a refund to your original payment method. Please note that processing times can vary between banking institutions, typically taking 5-10 business days for the funds to appear in your account.