Legal

Refund policy

Last Updated: March 2026

At EarthStoneRock.com, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, please review the return policy below.

1. Return Eligibility

You may request a return within 7 days of receiving your order. To be eligible for a return, the following conditions must be met:

The product must be unused, uninstalled, and in its original condition.
The product must be returned in its original packaging.
The return request must be submitted within 7 days of delivery confirmation.
Proof of purchase or order number is required.
Items returned without prior approval may not be accepted.

2. Non-Returnable Items

Certain products cannot be returned due to the nature of the materials or customization. These include:

Special order or custom products
Bulk materials that have already been delivered or installed
Products that have been opened, used, installed, or altered
Clearance or final sale items

Natural materials such as stone, gravel, decomposed granite, oyster shell, and similar products may vary in color, size, and texture. These variations are natural and are not considered defects.

3. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Please include:

Your order number
A description of the issue
Photos of the damaged or incorrect item

After review, we may offer one of the following solutions:

Replacement product
Store credit
Refund for the affected item

Do not install damaged or incorrect materials before contacting us.

4. Return Process

To request a return, please contact our customer support team.

Customer Support Email:
sales@earthstonerock.com

Please include the following information:

Order number
Product name
Reason for return
Photos if applicable

Once your request is approved, we will provide instructions for returning the product.

5. Return Shipping Costs

Unless the return is due to an error on our part, such as incorrect or defective products:

Customers are responsible for all return shipping costs.
Shipping charges from the original order are non-refundable.
Returned items should be shipped using a trackable shipping method.

6. Restocking Fee

Approved returns for non-defective products are subject to a 20% restocking fee.

The 20% restocking fee is calculated based on the product price only. It does not include original shipping, delivery, freight, taxes, or handling charges.

The restocking fee does not apply when the return is due to an Earth Stone Rock error, such as an incorrect product, confirmed defective product, or approved issue caused by our team.

7. Refund Processing

Once the returned product is received and inspected:

Refunds will be issued to the original payment method.
Processing typically takes 5–10 business days after inspection.
Any applicable return shipping costs, original shipping charges, delivery charges, freight charges, or restocking fees may be deducted from the refund.

8. Order Cancellations

Orders may be canceled before shipment. Once an order has shipped, materials have been dispatched for delivery, or materials have been specially ordered or prepared, cancellation may not be possible.

If a cancellation is approved and payment has already been collected, the eligible refund will be issued to the original payment method.