Refund policy
Return & Refund Policy
Last updated: September 5, 2026
Each Stoneveil Studio listing is for one individual glass-and-natural-stone composition. Please review the product images, listed dimensions, included items and care guidance before ordering.
Transit damage is our responsibility
If your piece is damaged during delivery, Stoneveil Studio takes responsibility. Once the transit damage is confirmed, we will refund the full price paid for the damaged piece to your original payment method, including any delivery charges you paid for that piece. You will not be charged a restocking or handling fee for transit damage.
Because each piece is one of one, an identical replacement is generally unavailable. A different available piece can be arranged only if you prefer and agree; you do not have to accept store credit or a substitute instead of a refund.
We handle the carrier claim. You do not need to pursue compensation from the carrier yourself, and your refund will not depend on the carrier reimbursing us.
How to report a delivery problem
Email liyang666ddd@gmail.com with your order number and a description of the problem. Please contact us as soon as reasonably possible after discovering damage.
- Include available clear photographs of the item and damage.
- Where safe and possible, include photographs of the outer package, inner protective materials and shipping label.
- An unboxing video can help, but it is not required to request a resolution.
Please keep the item and packaging where safe and reasonably possible while we review the issue. Tell us if photos or packaging are unavailable so we can discuss other evidence. Do not handle broken glass just to document damage. There is no automatic 48-hour cutoff that removes your rights.
Returns for damaged or incorrect items
Do not send anything back without contacting us first. If we require a return because of transit damage, an incorrect item or our error, we will provide the return address and instructions and cover the return shipping cost. We will not ask you to return broken glass where doing so would be unsafe.
If you receive the wrong item or it is materially different from its listing, contact us for an appropriate remedy, including a refund where applicable. A partial refund or alternative item will only be used if you agree.
Non-delivery
If tracking has not updated for an unusual period or your order has not arrived within the communicated delivery window, contact us. We will investigate with the carrier and provide an appropriate resolution after reviewing the available shipping records. Nothing in this process limits your mandatory consumer rights.
Change of mind
Except for the protections described above and any rights required by law, purchases are final sale for change of mind. We do not accept returns, exchanges or order cancellations solely for personal preference, size or styling expectations, minor screen-related color differences, or the natural irregularities and surface variations described in the listing.
Flowers, water, furniture and styling props shown in scene images are not included unless the product description expressly states otherwise. Please check the listed dimensions when assessing scale.
Refund timing
Refunds are issued to the original payment method. After we issue a refund, your bank or payment provider may require 5–10 business days, or longer in some locations, to post the funds. Contact us if you need help checking its status.
Statutory rights
Nothing in this policy excludes or restricts consumer rights that cannot lawfully be limited. For any return required by law that is not caused by our error, return shipping responsibility follows the applicable law.
For all return, refund, damage or delivery questions, contact liyang666ddd@gmail.com.