Refund Policy

Refund Policy

Last updated: September 25, 2026

We want you to be happy with your Yukixstone piece. If it is not right for you, you may return it within 14 days of delivery for a refund.

EU/EEA right of withdrawal

If you are a consumer resident in the European Union or the European Economic Area, you may withdraw from your purchase within 14 days of receiving the last item of your order — no reason is needed. You may also cancel any time before your item is dispatched.

To withdraw, sign in to your account and submit a cancellation or return request from your orders page (your account), or email service@yukixstone.com stating your name, order number and the items concerned. No form is required and our approval is not needed for the withdrawal to be valid. Please send the goods back within 14 days of notifying us.

We refund within 14 days of your withdrawal, using the same means of payment you used, and the refund includes the standard outbound delivery cost you paid. Full details and the model withdrawal form are on our Returns & Right of Withdrawal page.

How to Start a Return

Email us at service@yukixstone.com with your order number and a photo of the item. We will confirm the return address and instructions within 2 business days. Items sent back without contacting us first cannot be processed. EU/EEA consumers may withdraw by a simple email statement or through their account — our approval is not required.

Return Condition

To be eligible for a refund, items must be unused and uninstalled, and returned in their original packaging with all fixings and accessories. Natural variation in colour, veining or texture is inherent to genuine stone and is not a fault — it is not grounds for return.

Return Shipping

Return shipping costs are paid by the customer unless the item arrived damaged or faulty. We recommend using a tracked service; we cannot refund items lost in transit back to us. Original outbound shipping costs are non-refundable, except where the EU/EEA right of withdrawal applies, in which case we refund the standard outbound delivery cost.

Refunds

Once your return is received and inspected, we will email you to confirm approval and issue the refund to your original payment method within 5–10 business days. Shipping charges are refunded only when the return is due to damage, defect or our error. For EU/EEA consumers withdrawing within the statutory 14-day period, the standard delivery cost is refunded.

Damaged or Faulty on Arrival

Every piece is foam-packed with shock protection. If anything arrives damaged, send us a photo within 48 hours of delivery and we will ship a free replacement or refund in full — no return required.

Custom and Made-to-Order Pieces

Engraved, custom-sized or custom-stone pieces are made specifically for you and cannot be returned unless faulty. Please confirm dimensions and stone selection before ordering.

Exchanges

The fastest way to exchange is to place a new order and return the original item under the terms above.

Questions? Email service@yukixstone.com.