Refund policy

Returns & Refunds

At Heat & Stone, each piece is made to order with careful attention to material and craftsmanship. For this reason, our returns policy reflects the bespoke nature of our products.

Made-to-Order Items

All Heat & Stone pieces are produced specifically for each customer. As a result, we do not accept returns, refunds, or exchanges for change of mind.

We encourage customers to review specifications carefully and contact us with any questions prior to confirming an order.

Natural Material Variation

Natural stone contains inherent variation in colour, veining, and pattern. These characteristics are part of the material’s beauty and individuality and are not considered defects.

Damage or Manufacturing Defects

If your item arrives damaged, defective, or does not match the confirmed order specifications, please notify us within 5 days from delivery. To assist us in resolving your query promptly, please include your order number and clear photographs of the item and any packaging.

We will assess the issue and, where appropriate, arrange repair, replacement, or another suitable resolution.

Installation & Handling

Once a product has been delivered and installed, responsibility for care transfers to the customer. Damage caused by improper handling, relocation, or misuse after delivery is not covered under this policy.