Returns, Refunds, and Exchanges Policy

Returns

Sandstone Image is pleased to offer a 30-day return policy from the day the package is delivered to you. Returns that are shipped back after the 30-day policy will be rejected and shipped back to your original dispatch address. Any returns after the 30-day return policy is subject to a restocking fee of 20% and/or rejection. You will cover the cost of return shipment and should be shipped back with an active tracking number.

For defects and wrongfully shipped items, you must contact Sandstone Image by emailing info@sandstoneimage.com within 30 days. Such emails should include the date of purchase and photographic evidence. In any such cases, Sandstone Image will provide you a return label to have the defective/wrong item shipped back to us. Please be aware that it's normal for palettes and pans to have some dusting around the outside of the pans - this is not considered damage.

All returns need to be shipped back with a tracking number. You are responsible for any returns that are due with customs charges, if applicable. They will be either charged by invoice or will be deducted from your original refund.

All returns must be in the perfect original condition as the original shipment, along with any original attachments such as tags, box, or dustbag. We have the right to refuse returns if the item(s) have been worn, damaged or used. For declined returns, the order will be shipped to you and any additional shipping charges will be invoiced.

To complete your return, we require a receipt or proof of purchase.

Refunds (If Applicable)

Returns do take us 7-10 business days to process upon reaching our facility. Once your return is processed and your refund is issued, you will receive a refund confirmation email. Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or Missing Refunds (If Applicable)

If you haven’t received a refund yet, first check your bank account again. Then check with your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@sandstoneimage.com

Exchanges (If Applicable)

We only replace items if they are defective or damaged. If you need to exchange for the same item, send us an email at info@sandstonimage.com. Please note that we do have limited samples available for sale. This will help assist you in making the choice of which products to purchase in full sizes.

Shipping

To return your product, please send us an email at info@sandstoneimage.com and we will provide you the next steps. You will be responsible for paying for your own shipping costs to return your item unless the item is defective or damaged. Shipping costs are non-refundable.

All returns need to be shipped back with a tracking number.

If you receive a refund, the cost of the return shipping fee will be deducted from your refund unless return shipping is covered by the customer. Alternatively, we can handle the returns and deduct the final cost from your refund on request.

We don’t guarantee that we will receive your returned item(s) without proof of delivery.

If you have questions, or if you would like to make a complaint, please contact us by e‑mail at info@sandstoneimage.com.