Returns & Right of Withdrawal
Returns & Right of Withdrawal
Last updated: September 28, 2026
Our return window
If a piece is not right for you, you may return it within 14 days of delivery for a refund. The window starts on the delivery date of the last item in your order, and if the final day falls on a weekend or public holiday it extends to the next business day.
EU & EEA customers — your 14-day right of withdrawal
If you are a consumer resident in the European Union or the European Economic Area, you have the right to withdraw from your purchase without giving any reason:
- Before delivery: you may cancel at any time until your item is dispatched.
- After delivery: you have 14 days from the day you, or a third party nominated by you, receive the last item of your order.
How to withdraw — two easy ways
- Self-serve (fastest): sign in to your account and submit a cancellation or return request from your orders page. You receive an automatic confirmation by email.
- By email: send a clear statement to service@yukixstone.com with your name, order number and the items you are withdrawing. No specific form is required and our approval is not needed for the withdrawal to be valid.
After withdrawing, please send the goods back within 14 days of notifying us.
Model withdrawal form (optional)
You may use this form if you wish, but it is not mandatory:
To: YUKIXSTONE, service@yukixstone.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Date:
(*) Delete as appropriate.
Return shipping costs
If you withdraw within the statutory 14-day period, the direct cost of returning the goods is paid by you, unless we agreed otherwise or the item arrived damaged or faulty. We recommend a tracked service, as we cannot refund items lost in transit back to us.
For damaged, faulty or incorrect items we cover the return shipping — contact us first and we will arrange it.
Refunds
We refund within 14 days of your withdrawal, using the same means of payment you used for the original transaction. Your refund includes the standard outbound delivery cost — that is, the cost of the cheapest delivery option we offered. Supplementary express or premium charges are not refunded.
We may withhold the refund until we have received the goods back or you have supplied evidence that you have sent them back, whichever is earlier. We may reduce the refund if the goods show signs of handling beyond what is necessary to establish their nature and characteristics.
If you cancel before dispatch, we refund everything you paid, including shipping, within 14 days of your cancellation.
Condition of returned items
Items should be unused, uninstalled and returned with all fixings and accessories. Natural variation in colour, veining or texture is inherent to genuine stone and is not a fault. This does not affect your statutory rights, including the right of withdrawal and the legal guarantee of conformity.
Items excluded from the right of withdrawal
Where permitted by law, the right of withdrawal does not apply to goods made to your specification or clearly personalised — for example engraved pieces, custom sizes, or pieces cut from a stone you selected. Made-to-order and custom pieces cannot be returned unless faulty; please confirm dimensions and stone before ordering.
Legal guarantee of conformity
EU/EEA consumers also benefit from a statutory two-year guarantee of conformity. If your piece is not as described, not fit for purpose or not of the expected quality, contact us and we will repair, replace or refund in line with applicable law. This is separate from, and additional to, your right of withdrawal.
Who we are
YUKIXSTONE — contact service@yukixstone.com. Our registered business details are set out in our Privacy Policy.
Nothing on this page limits any rights you have under mandatory consumer law in your country of residence.