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Cast Stone International

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Monday-Friday: 8:30AM-7:30PM ET
Saturday & Sunday: 9:00AM-5:00PM ET

Return & Cancellation Policy

Introduction

Cast Stone International manufactures and supplies handcrafted architectural cast stone products for residential, commercial, and architectural applications. Due to the nature of our products, all returns, cancellations, and refunds are governed by the policy outlined below.

This policy is intended to clearly define customer responsibilities and to protect custom, made-to-order, and architectural production.
Return Eligibility & Timeframe

Standard (Non-Custom) Products

Standard, non-custom products may be eligible for return only if all of the following conditions are met:

  • The Customer must notify Cast Stone International in writing of a return request within thirty (30) days from the date of delivery, as confirmed by the freight carrier.
  • All returns must be pre-authorized in writing by Cast Stone International prior to shipment.
    Unauthorized returns will be refused and returned at the Customer’s expense.
  • Products must be unused, uninstalled, and in like-new, resalable condition.
  • Any product that has been used, installed, altered, modified, or exposed to jobsite or environmental conditions is deemed used and tampered with and is no longer eligible for return under any circumstances.
Condition, Packaging & Inspection

To qualify for a return, products must comply with the following requirements:

  • Products must be returned in original packaging or properly created to industry freight standards suitable for heavy architectural materials.
  • The Customer is fully responsible for all packaging, crating, and preparation of products for return shipment.
  • Any damage incurred during return transit due to improper packaging, crating, or handling will void eligibility for any refund.
  • All returned products are subject to inspection upon arrival at Cast Stone International’s facility.
  • Determination of whether products are in acceptable, resalable condition shall be made solely at the discretion of Cast Stone International.
Return Shipping & Costs
  • The Customer is responsible for all return-related costs, including but not limited to:
  • Packaging and/or crating
  • Freight transportation
  • Insurance and accessorial services
  • At the Customer’s request, Cast Stone International may facilitate return shipping using our preferred freight partners and trade-discounted rates.
  • All return freight charges facilitated by Cast Stone International are payable by the Customer to Cast Stone International.
Restocking Fees
  • All approved returns of standard, non-custom products are subject to a thirty percent (30%) restocking fee.
  • Restocking fees cover inspection, handling, administrative, and inventory processing costs.
  • Original outbound freight charges are non-refundable.
Non-returnable Items

The following items are not eligible for return or refund under any circumstances:

  • Custom, bespoke, or made-to-order products
  • Products manufactured to modified dimensions, finishes, or specifications
  • Products that have been used, installed, altered, modified, or exposed to weather or jobsite conditions
  • Products damaged due to improper handling, storage, or installation
  • Clearance items, closeout items, or products sold as final sale
Custom & Bespoke Project Cancellations

Due to the specialized and irreversible nature of custom and architectural production:

  • Custom and bespoke products are non-refundable once production has commenced, regardless of cancellation.
  • Custom mold fees are strictly non-refundable, even if an order is cancelled.
  • If a deposit has been received for a custom project and the order is later cancelled:
  • A minimum cancellation fee of thirty percent (30%) may apply
  • Cancellation fees will be deducted from the deposit
  • The final cancellation amount may vary depending on how far the project has progressed in production
Refunds
  • All approved refunds will be issued only to the original form of payment.
  • Refunds will be processed after returned products are received, inspected, and approved by Cast Stone International.
  • Refund amounts will be less applicable restocking fees, cancellation fees, freight charges, and administrative costs.
  • Refund processing times may vary and will be completed within a reasonable period following inspection approval.
Important Policy Notice

This Return & Cancellation Policy is subject to and governed by Cast Stone International’s Terms & Conditions.
In the event of any conflict or inconsistency, the Terms & Conditions shall control.

Cast Stone International reserves the right to amend or update this policy at any time without prior notice.