Returns & Warranty

No Return Policy: Custom-orders

At AveryStone.com, the majority of our products are custom-made and crafted specifically after an order has been placed — which is why our delivery timeframe is 8–12 weeks.

As these items are made-to-order, tailored to the customer’s specifications, they are not prefabricated or held in stock. Therefore, cancellations, returns, or exchanges are not possible once production has begun. This policy applies to all countries.

In accordance with European legislation and EU consumer protection rules, custom-made products are exempt from standard return rights.

We appreciate your understanding and encourage you to reach out to us with any questions before placing your order.

DAMAGES & CLAIMS

At AveryStone.com, we take great pride in ensuring that your order arrives in perfect condition. Each product is meticulously handcrafted to the highest standards, and our team is dedicated to delivering quality you can trust and the product in great condition.

Prior to dispatch, all items undergo a thorough quality check. The delivery company also inspects and confirms the condition of the goods before handing them over to the customer.

While we take every precaution, we understand that rare incidents may occur during transport. Should your item arrive damaged, we kindly ask that you contact us within 72 hours of receiving your order to initiate a damage claim. Unfortunately, claims submitted after this period cannot be accepted.

To file a claim, please email customerservice@averystone.com with clear photos showing the visible damage. Once we receive your claim and supporting evidence, our team will verify the issue in coordination with the delivery partner. If the claim is approved, we will arrange for the damaged item to be collected at no additional cost to you.

SOLUTION & CUSTOMER SATISFACTION

At AveryStone.com, our solution policy prioritizes customer satisfaction. In the event of a validated damage claim, we will arrange a replacement of the affected item as quickly as possible.

To maintain efficiency in our production process, order changes can only be made within 12 hours of order placement. As our products are custom-made to order, cancellations are not accepted once production has begun.

Please note that this policy complies with current European legislation and the consumer rights outlined therein. All terms at AveryStone.com are in full accordance with European consumer protection laws, ensuring fairness, transparency, and respect for the rights of our customers.

We are committed to providing clear information and reasonable terms that protect both our clients and our craftsmanship.