1) Overview

We accept returns by prior approval and subject to the conditions below. This policy applies to purchases in Singapore and sits alongside our Terms & Conditions and Privacy Policy.

2) Eligibility at a glance

• Return window: within 7 days of delivery/collection.
• Condition: unopened, full boxes only, in original, saleable condition.
• Approval: written approval before goods are sent back.
• Fees: return transport + 15% restocking fee apply.
• Non-returnable: special/indent orders, cut-to-size, clearance/final sale, installed/used pieces, loose tiles opened from boxes.

3) Damaged, wrong, or defective items

• On delivery: inspect and report visible damage/shortfall within 48 hours (photos required).
• Latent defects: report within 7 days of discovery and before installation.
• Do not install damaged/incorrect tiles—installation is deemed acceptance.
• Once verified, we’ll arrange replacement or a refund for the affected quantity (at our option).

4) Colour, veining & calibration variation

Variation in tone, veining, texture, and size tolerance is inherent to tile and stone. Images/samples are indicative only and normal variation is not a defect. Please view samples and add spare allowance.

5) How to request a return

1. Email hello@earthstone.com.sg with order/invoice number, photos, quantity, and reason.
2. We’ll confirm eligibility and issue return instructions (and an RMA if required).
3. Pack securely (original cartons/pallet). Items remain your responsibility until received and inspected.
4. After inspection, eligible items are processed for refund or exchange.

6) Fees, transport & refunds

• Restocking: 15% of product value (min S$25).
• Transport: return courier/handling is chargeable.
• Refund timing: 5–10 business days after warehouse inspection, to original payment method (or bank transfer for deposits).
• Deductions: may apply for missing/damaged packaging or non-saleable goods.

7) Special/indent & customised items

Indent/special orders, cut-to-size, and customised finishes are non-cancellable and non-returnable after order confirmation. Deposits are generally non-refundable once production/shipment begins.

8) Exchanges

Where stock allows, we can exchange for a different size/finish/collection. Price differences, fees, and transport apply.

9) Installation & usage

Installation is not included unless agreed in writing. Ensure suitability (e.g., slip rating, finish) with your contractor. Issues from improper installation, substrate, or maintenance are not covered.

10) Your rights

Nothing in this policy limits rights you may have under Singapore law. We’ll act fairly and transparently in all cases.