Returns & Warranty

Returns & Rules

The majority of our products at Averystone.com are custom-made and manufactured after the customer has placed an order — hence the delivery time of 8-12 weeks.

Products that are custom-made, not prefabricated and not coming out of our stock or are assembled according to the specific wishes of the customer cannot be returned or cancelled unfortunately. This applies to all countries.

Based on European legislation and under EU rules no returns of custom-made orders and exchanges can or will be accepted.

DAMAGES & CLAIMS

At averystone.com we strive to ensure that all our products arrive at their destination in perfect condition. Our manufacturing team has put high efforts into making your products, handcrafted with the highest quality and likes to deliver this to you in perfect condition.

Our products are checked before shipping and before handing these out to the delivery company. The delivery company makes notes and confirms the good condition of the product before handing it over to the customer as well.

However, we understand that there is always a small chance that issues can occur during the shipping process and your items get damaged. In this case, we urge you to contact us within 72 hours from the receipt of the product, to file a claim for a damaged item. Claims received outside of this period will not be processed.

To submit a claim to customerservice@averystone.com the customer must provide the photos of the visible damage to the product. Once the claim and provided evidence are received, our team will verify the information with the delivery company too. If the claim is validated, we will arrange to collect the damaged item at no additional cost to the customer.

SOLUTION & CUSTOMER SATISFACTION

Our solution policy is to send a replacement for the damaged item. We will process this as soon as possible. Only, if a replacement is not possible, a full refund will be offered to the customer. Refunds will be processed within 14 business days after the claim has been accepted. We appreciate your cooperation in this process.

Changing an order can be made within 12 hours of order placement due to the processes we have in place for faster productions and manufacturing. Custom made orders cannot be cancelled as these items are specially made to order.

Note: This policy is subject to current European legislation and the consumer rights established therein. The policies at averystone.com are in accordance with European consumer law, which emphasizes transparency, fairness and respect the rights of consumers.

We aim to provide clear information and reasonable terms to protect both our customers and our business.