Returns & Refunds

We want you to love every piece you bring home from Stone+Lumen. If something isn't quite right, just reach out and we'll take care of it. Returns, replacements, exchanges: whatever makes the most sense for your situation, we'll handle it together. This page explains everything you need to know so the process is simple and stress-free from start to finish.

Our Return Window.

You have 30 days from the date you receive your order to request a return or exchange. Simply send us an email at hello@stoneandlumen.com and we'll get back to you promptly to help sort things out.

How It Works.

Something arrived damaged or incorrect?

This is our top priority. If your order arrives with damaged components, missing parts, or isn't what you ordered, please contact us within as soon as possible with a few clear photos or a short video. We'll assess the issue and in most cases, ship you replacement parts at no cost to you, no need to send the whole fixture back.

If the issue can't be resolved with a replacement, we'll arrange a full refund or exchange. We genuinely want you to end up with a light you're proud of.

Changed your mind?

No problem. If you've decided the piece isn't the right fit for your space, you can return it within 30 days as long as it meets the conditions below. Return shipping is the customer's responsibility, and original shipping costs are non-refundable.

Return Conditions.

To be eligible for a return, your item must:

• Be in its original, unassembled condition
• Be unused and free from any signs of installation or damage caused during unpacking
• Be returned in its original packaging with all components included
• Be accompanied by your order number or proof of purchase

Items that have been assembled, installed, or damaged after unpacking are not eligible for a return. We know lighting fixtures are a big purchase, and these conditions are in place to make sure every order we send out meets the same high standard of quality.

The Return Process.

Getting started is easy:

1. Email us at hello@stoneandlumen.com with your order number, the reason for your return, and a photo of the item in its current condition.
2. We'll review your request within 2 business days and send you a return authorization along with the return address.
3. Ship the item back to us using a tracked shipping service. We recommend this to make sure your return arrives safely, as we are unable to take responsibility for packages that are lost in transit.
4. Once received and inspected, we'll process your refund within 5 to 7 business days back to your original payment method.

Non-Returnable Items.

The following cannot be returned:

• Items returned after the 30-day window
• Assembled or installed fixtures
• Items damaged due to improper handling, installation, or misuse
• Custom or made-to-order pieces
• Items marked as final sale at the time of purchase
• Orders where the majority of items are being returned while one or more are kept. Our return policy is designed for genuine change of mind situations, not for selecting from a range of options after delivery. If you are unsure which fixture is right for your space, we are happy to help you decide before you order.
• Orders totaling over $4,000 placed within a 30-day period may require additional review before a return is approved. This is not something most customers will ever encounter, and we always handle these situations with care and on a case by case basis. If you have any concerns, just reach out to us before placing your order and we will be happy to chat.

Cancellations.

If you need to cancel your order, just send us an email at hello@stoneandlumen.com as soon as possible and we will take care of it for you at no charge. If your order has already been dispatched by the time we hear from you, we unfortunately won't be able to cancel it at that point.

Return Shipping Costs.

Fair Use Policy.

We want shopping with Stone+Lumen to feel easy and risk-free, and our return policy is built with that in mind. To make sure we can keep it that way for everyone, we do ask that it is used as intended.

Please read our Fair Use Policy Here.

Refund Eligibility.

We want you to feel complete confidence in your purchase. For a full refund, items must be returned within 30 days of receiving your order. The items must be in their original condition: with all original tags and packaging intact. A valid receipt or proof of purchase must accompany the return.

We cannot accept returns on items that have been damaged during installation or after delivery.

Refund Process.

Once we receive your returned item, we will conduct a thorough inspection to ensure it meets our eligibility requirements. This process is for quality control and typically takes 1-2 business days.

Upon approval, we will immediately initiate a refund to your original payment method. We will notify you via email as soon as the refund has been issued.

Please allow up to 10 business days for the refund to appear in your account. While we process the refund quickly on our end, the time it takes for your bank or credit card company to post the funds is unfortunately out of our control. If you do not see your refund after 15 business days from our approval email, please contact us directly at hello@stoneandlumen.com and we will gladly help you investigate.

Non-Refundable Process.

To maintain fairness and clarity, please be aware of the following items that are non-refundable:

• Sale or Clearance Items: All sales on discounted or clearance items are final.
• Custom or Personalized Products: These are made specifically for you and cannot be resold.
• Gift Cards: Gift cards are non-refundable.

Incorrect Address: We are not responsible for orders that are undeliverable due to an incorrect address provided at checkout. In these cases, if the package is returned to us by the carrier, we can either re-ship the item to the correct address (for an additional shipping fee) or issue a refund minus the original shipping costs incurred. We recommend double-checking your address at checkout to avoid this situation.

Damaged or Incorrect Items.

While we take great care in packaging and shipping your order, we understand that issues can sometimes occur in transit. Please inspect your order upon delivery.

If you receive an incorrect, defective, or damaged item, please contact us immediately at hello@stoneandlumen.com. We will assess the issue and work quickly to provide you with a replacement or a full refund. To help us resolve the issue promptly, please include clear photos of the damage or defect in your email. We will do our best to make it right for you.

EU & UK Statutory Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013 (UK) and the EU Consumer Rights Directive, you have the right to cancel your order within 14 days of receiving your item, without providing a reason.

To exercise your right to cancel, you must notify us within 14 days of the date you received your order. You can do this by contacting us at hello@stoneandlumen.com with your order number and a clear statement that you wish to cancel.

Once you have notified us, you have a further 14 days to return the item to us. The item must be unused, in its original condition, and in its original packaging.