Return & Refund Policy
Return & Refund Policy for Made-to-Order Products
WORLD STONE & BRONZE CO. products are custom made to order. They are not ordinary stocked retail goods that can simply be returned to a shelf for the next customer. Materials, dimensions, finishes, fabrication labor, drawings, molds, inscriptions, bases, and production capacity may be committed specifically to an approved order.
This policy should be read together with the quotation, invoice, approved drawings, product specifications, warranty terms, shipping terms, and any project-specific agreement.
50% Non-Refundable Deposit
A 50% non-refundable deposit is required for all orders unless different written terms are expressly approved for a particular project.
The deposit may be applied toward design work, material procurement, drawings, molds, engineering, carving, casting, fabrication, scheduling, subcontractor commitments, or other order-specific costs. Because those commitments can begin soon after approval, the deposit is non-refundable.
Before Production Begins
If you need to request a change or cancellation, contact WORLD STONE & BRONZE CO. in writing as soon as possible. A cancellation does not make the non-refundable deposit refundable. Any payment above the deposit that may be eligible for refund will be evaluated against work completed, committed costs, written order terms, and other project expenses.
After Production Begins
Once material has been ordered, drawings approved, molds created, stone cut, carving started, casting begun, metal fabricated, finishing initiated, or other irreversible production activity has occurred, cancellation or major changes can create additional charges and may not be feasible.
Changes to an Existing Order
Requested changes to any of the following may affect price and schedule:
- Dimensions
- Material
- Finish or patina
- Quantity
- Pose or design
- Inscriptions
- Base or pedestal
- Mounting
- Plumbing or electrical configuration
- Shipping destination
- Installation scope
- Delivery schedule
A change is not approved until it is accepted in writing. Additional payment may be required before revised work proceeds.
Returns of Custom Products
Custom-made products generally cannot be returned because they were produced for the approved order. Do not ship a product back without written return authorization and shipping instructions.
An authorized return exception, if any, does not automatically mean shipping, crating, handling, duties, installation, or other project costs are refundable.
Incorrect or Nonconforming Product
If you believe the delivered product materially differs from the approved written specifications, contact us promptly and provide:
- Order or invoice number
- Product SKU
- Approved drawing or specification reference
- Photographs from multiple angles
- Measurements when relevant
- Description of the concern
- Shipping and packaging photographs if related to transit
The matter will be reviewed against the written order documents and the characteristics of the material and production method.
Natural Material Variation Is Not Automatically a Defect
Natural stone varies in veining, shade, texture, mineral markings, pores, fossil content, and other characteristics. Bronze patinas and handmade finishes can vary. Hand-carved, hand-finished, cast, welded, or fabricated products can have small differences from photographs, renderings, or display examples.
Normal natural and handcrafted variation is not automatically grounds for return or refund.
Shipping Damage
Freight damage is handled separately from a simple return request. Inspect deliveries promptly and preserve evidence. Photograph damaged packaging and product, retain delivery records, and contact us immediately. Carrier claim requirements can be time-sensitive.
Refused Deliveries
Do not refuse a shipment solely because packaging shows damage unless refusal is appropriate under the delivery instructions or carrier process. In some situations, documenting the damage and accepting the shipment for inspection may better preserve evidence. Contact us promptly when uncertain.
Installation Issues
Damage or failure caused by improper foundations, mounting, rigging, plumbing, electrical work, handling, modification, site conditions, or installation by parties outside the applicable order scope may not qualify for refund or warranty remedy.
Refund Processing
If a refund is approved in writing, the amount and method will be determined according to the applicable order documents, payment method, project expenses, and circumstances. Financial institutions and payment processors may require additional time after a refund is issued.
Questions Before Ordering
If you are uncertain about size, material, color, finish, shipping, installation, or suitability, resolve those questions before approving the order and paying the deposit. Our design consultation and project quote process exist for exactly that reason.