Introduction

At Mena Stone Surfaces, we are committed to providing high-quality stone products and exceptional service. If you are not completely satisfied with your purchase, we are here to help. This Refund and Return Policy outlines how returns, exchanges, and refunds are handled. Please read through this policy to understand your rights and the steps to take in case you wish to request a return, exchange, or refund.

1. General Terms for Returns and Refunds

We understand that sometimes things don’t work out as expected. If you are not satisfied with your product, we offer a straightforward process for returns, exchanges, and refunds, as long as the conditions below are met:

  • Returns and exchanges must be initiated within communicated days of receiving the product.
  • The item must be in its original condition, unused, and with all original packaging and tags.
  • Custom-made or non-standard items (such as cut-to-size stone slabs or countertops) are not eligible for return, refund, or exchange, unless they are defective or damaged during transit.

2. Returns for Damaged or Defective Products

If your product arrives damaged or defective, we apologize for the inconvenience. In such cases, please follow these steps:

  • Contact Us Immediately: Notify us within communicated days of receiving the product about the damage or defect.
  • Provide Evidence: Take clear photos of the damage or defect and email them to us at menastonesurfaces@gmail.com. Include your order number, name, and description of the issue.
  • Return Process: We will guide you through the process of returning the damaged product. Depending on the situation, we may either send you a replacement product or offer a full refund.

3. Returns for Change of Mind

We understand that sometimes customers change their minds. If you wish to return a product for any reason other than damage or defect, the following conditions apply:

  • Eligibility: Returns for change of mind are only accepted for items purchased in stock (non-customized).
  • Return Period: Returns must be made within communicated days of receiving the product.
  • Condition of Product: The product must be unused, in its original condition, and with all packaging intact.
  • Restocking Fee: A restocking fee may apply for returns due to a change of mind.

4. Exchange Policy

If you are not satisfied with your purchase and wish to exchange it for a different product, we are happy to assist. The following conditions apply:

Eligibility: Exchanges are only accepted for items purchased in-stock (non-customized).

Exchange Process: Contact us within the mentioned days of receiving your product to request an exchange. You must provide proof of purchase and details about the item you wish to exchange.

Shipping Costs: The customer is responsible for shipping the original item back to us, as well as the shipping cost for the new item.

Value Adjustment: If the exchange item has a higher value, you will be required to pay the difference. If the exchange item is of lesser value, we will issue a store credit for the difference.

5. Refund Policy

We offer refunds for certain items under specific circumstances. The conditions for receiving a refund are as follows:

  • Eligibility for Refund: Refunds are available for products that are damaged, defective, or incorrect upon receipt. Custom-made items may only be refunded if they are defective or not as per the agreed specifications.
  • Refund Process: To request a refund, contact us within the communicated days of receiving the product. Please provide details of the issue along with your order number.
  • Refund Method: If eligible, refunds will be issued to the original payment method within the mentioned business days after we receive the returned item and assess the condition.

6. Shipping and Return Costs

  • Return Shipping: The customer is responsible for the cost of return shipping unless the item is damaged or defective.
  • Refund for Shipping Fees: Shipping fees are non-refundable unless the product was received defective or incorrect.
  • International Returns: For international orders, the customer is responsible for all return shipping fees, duties, and taxes.

7. How to Return a Product

If you need to return an item, please follow these steps:

  • Contact Us: Email us at menastonesurfaces@gmail.com or call 210-940-1770 to initiate the return process.
  • Provide Information: Include your order number, product details, and reason for return.
  • Packaging: Package the product securely to avoid damage during return shipping.
  • Ship the Item: Ship the item back to our returns department at 7950 Mainland Dr Unit 101, San Antonio, TX 78250. We recommend using a trackable shipping service for returns.

8. Special Conditions

  • Customized Orders: Customized orders, including countertops and other stonework specifically cut or crafted for a customer, are final sale and are not eligible for return, refund, or exchange unless there is an error on our part.
  • Restocking Fee: A restocking fee may be applied to returns for certain items as specified earlier in this policy.

9. Contact Information

If you have any questions or need assistance with a return, exchange, or refund, please do not hesitate to reach out to us:

Email: menastonesurfaces@gmail.com

Phone: 210-940-1770

Address: 7950 Mainland Dr Unit 101 San Antonio, TX 78250

10. Changes to This Policy

Mena Stone Surfaces reserves the right to modify this Refund and Return Policy at any time. Any changes to this policy will be posted on our website with the updated date. Please review this policy periodically to stay informed of any changes.