Last Updated: 2026-01-26

Welcome toDongxing Group (hereinafter referred to as “we”, “us” or “our”), a professional stone export supplier specializing in marble export, terrazzo export, granite export, quartz stone export and custom stone processing services.

This Refund and Returns Policy explains the detailed rules for refund, return and exchange of our stone export products. It aims to protect your legitimate rights and interests in international stone trade transactions.

We comply with international trade standards and relevant laws to ensure transparent and fair cooperation. By placing a stone export order with us, you acknowledge that you have read, understood and agreed to the terms of this policy.

Table of Contents: 1. Scope of Application 2. Return Conditions for Stone Export Products 3. Refund Conditions & Process 4. Non-Refundable & Non-Returnable Situations 5. Compensation for Damaged/Defective Stone Products 6. Policy Updates 7. Contact Us

1. Scope of Application

This Refund and Returns Policy applies to all stone export orders placed through our website. It includes marble, terrazzo, granite, quartz stone, custom stone products and other stone export products.

It covers all stages of stone export transactions, from order confirmation, production, shipment to after-sales refund and return.

This policy is applicable to all our stone export target markets (EU, USA, Middle East, Southeast Asia, etc.).

It is formulated in combination with international stone trade practices, compatible with refund and return requirements of different countries and regions for stone export products.

This ensures the applicability and compliance of the policy for your stone export cooperation with us.

2. Return Conditions for Stone Export Products

To apply for return of stone export products, you need to meet the following conditions. These conditions comply with international stone trade rules and are consistent with our product characteristics.

• Time limit: You must submit a return application to our customer manager within 7 working days after the stone export products arrive at the destination port/address (subject to the logistics receipt time).
• You also need to provide relevant proof, such as photos, videos of the products and logistics receipt.
• Product condition: The stone export products must be in their original condition, without being installed, used, modified or damaged (excluding damage caused by transportation or quality problems).

The original packaging (fumigated wooden pallets, foam packaging, protective film) must be kept intact, and product labels and specifications must be consistent with the order requirements.

• Reason for return: The return must be based on one of the following legitimate reasons.
• ① The stone product does not meet the order specifications (such as size, thickness, color, texture, processing technology, etc.).
• ② The stone product has quality problems (such as cracks, holes, color difference exceeding the agreed standard, uneven surface, etc.) that affect normal use.
• ③ Wrong delivery (sending the wrong stone type, model or quantity).
• Application materials: You need to provide clear photos/videos of the stone export products (showing the problem details).
• You also need to provide the order number, logistics receipt, and a detailed description of the return reason.
• Our quality inspection team will verify the situation within 3 working days after receiving the application.

3. Refund Conditions & Process

We will handle the refund for stone export orders in strict accordance with the following conditions and processes. This ensures efficiency and transparency, and protects your stone export transaction rights.

3.1 Refund Conditions

• After our quality inspection team verifies that the stone export products meet the return conditions (see Section 2), we will confirm the refund eligibility with you.
• For advance payment refund: If you cancel the stone export order before production starts (within 3 working days after paying the advance payment), we will refund the full advance payment.

Bank handling fees are excluded, and no additional charges will be applied.

• For full payment refund: If the stone export products are confirmed to be eligible for return, we will refund the full payment you paid.
• The full refund includes product cost and export customs clearance fee.
• The international logistics fee for return will be borne by us if the return is caused by our reasons (quality problem, wrong delivery, specification inconsistency).
• If the return is caused by your personal reasons (unilateral cancellation after production starts, no reason return), we will deduct the international logistics fee and production loss fee from the refund amount.

3.2 Refund Process

1. Application submission: You contact our customer manager via email/WhatsApp/phone.
2. Provide the order number, return reason, and relevant proof materials (photos, videos, logistics receipt) to apply for refund.
3. Verification confirmation: Our quality inspection team verifies the situation within 3 working days.
4. The customer manager will notify you of the verification result (eligible/ineligible for refund).
5. Return arrangement (if applicable): If eligible, we will arrange the return logistics for stone export products.
6. We will provide the return shipping address and related documents, and you need to cooperate with the local logistics delivery.
7. Product inspection: After we receive the returned stone export products, our quality inspection team will conduct a second inspection.
8. This inspection is to confirm that the product condition is consistent with the application description.
9. Refund processing: We will process the refund within 5-7 working days after the second inspection is passed.
10. The refund will be returned to your original payment account. The refund arrival time depends on your bank’s processing speed (usually 3-15 working days).

4. Non-Refundable & Non-Returnable Situations

In view of the characteristics of stone export products (large volume, easy damage during transportation, high customization cost), some situations are not eligible for refund or return.

This is consistent with international stone trade practices and protects the legitimate rights and interests of both parties.

• Customized stone export products: Products customized according to your special requirements cannot be returned or refunded.

These include such things as special size, special processing technology, special color matching, etc.

• The only exception is serious quality problems caused by us.
• Damage caused by improper use/installation: Stone products damaged due to improper installation, use, storage or manual damage after you receive them cannot be returned or refunded.
• Color difference within the agreed range: Natural stone (marble, terrazzo, granite) has inherent color difference and texture differences.
• These differences are not considered quality problems if they are within the range agreed in the order.
• Overdue application: Return or refund applications submitted after 7 working days from the date of receipt will not be accepted.
• Products without original packaging: Stone export products whose original packaging is damaged or lost cannot be returned or refunded.
• This is because we cannot confirm they are our products or inspect their quality without original packaging.
• Orders with special agreements: Stone export orders with special refund and return agreements signed by both parties shall be implemented in accordance with the special agreements.

5. Compensation for Damaged/Defective Stone Products

For stone export products damaged during transportation or with quality problems (confirmed by our quality inspection team), we provide compensation options.

You can choose one according to your needs to avoid unnecessary losses in your stone export transactions.

• Free reissue: We will reissue the same type, specification and quantity of stone export products for you free of charge.
• We will bear all costs related to the reissue, including production, packaging, international logistics and customs clearance.
• Partial refund: If you do not need reissue, we will provide a partial refund according to the damage degree of the stone products.
• The refund amount is calculated based on the product quantity, cost and impact on use, and confirmed by both parties through negotiation.
• Deduction from subsequent orders: If you have subsequent stone export orders, we can deduct the corresponding amount from the subsequent order payment.
• The deducted amount equals the cost of damaged/defective products, which is convenient for your continuous cooperation.

Note: You need to provide real photos, videos of the damaged/defective stone export products and logistics receipt within 3 working days after receiving the goods.

This helps us verify the situation and handle the compensation in a timely manner; failure to provide relevant proof within the time limit may affect the compensation progress.

6. Policy Updates

We may update this Refund and Returns Policy from time to time. This is to adapt to changes in international stone trade rules, relevant laws and regulations, and our stone export business needs.

These needs include new stone types, new export markets and other related adjustments.

When we make changes, we will update the “Last Updated” date at the top of this page and post the revised policy on our website.

Your continued placement of stone export orders with us after the changes take effect constitutes your acceptance of the revised policy.

We recommend that you regularly review this policy to understand the latest refund and return rules.

7. Contact Us

If you have any questions, comments or requests regarding this Refund and Returns Policy, please contact us through the following channels.

This also applies if you need to apply for refund, return or compensation for stone export products.

We will respond to your inquiries and handle your application as soon as possible to ensure your stone export transaction experience.

📧 Email: dongxing@dongxingterrazzo.com

📞 International Phone: +8613599150088

📱 WhatsApp/WeChat: +8613599150088

🏢 Company Address: No.231 Century Avenue, Shuitou Town, Nan’an City, Fujian Province, China

Dongxing Group – Professional Stone Export Supplier | Marble Export, Terrazzo Export, Granite Export, Quartz Export & Custom Stone Processing | Transparent Refund & Returns Policy