1. Purpose of This Policy
This Cancellation & Refund Policy explains when and how orders for quartz, marble, onyx, terrazzo and other stone products supplied by Stone Paradigm Export (“we”, “us”, “our”) can be cancelled, and under what conditions refunds or replacements may be considered.
Natural stone and engineered stone products are often made-to-order, cut to size or reserved as specific lots. Because of this, our cancellation and refund terms are different from those for standard retail products.
2. Scope of This Policy
This policy applies to all confirmed orders placed with Stone Paradigm Export, whether through:
- Direct quotation and pro-forma invoice approval
- WhatsApp, email or phone confirmation
- Purchase orders and contracts agreed in writing
For international export orders, specific terms mentioned in export contracts or pro-forma invoices may override parts of this policy. In case of any conflict, the written contract / invoice will prevail.
3. Order Confirmation & Nature of Products
An order is treated as confirmed when:
- You approve the quotation / pro-forma invoice and
- Advance payment or full payment is received as per agreed terms.
Most of our products are:
- Reserved as specific lots / bundles / slabs for your project, and/or
- Processed to your requirement (cut-to-size, customised thickness, specific finish, edge, etc.).
These factors make orders highly project-specific, and in many cases material cannot be reused easily for another client without loss.
4. Cancellation Before Processing & Packing
If you wish to cancel an order before processing (cutting, polishing, finishing) and packing has started:
- You must inform us in writing (WhatsApp / email) with your order details.
- We will confirm whether processing has begun or crates have been prepared.
Subject to our confirmation that processing and packing have not started, we may:
- Allow cancellation with a partial deduction towards administrative / blocking charges, or
- Offer to adjust the full or partial advance amount against any other ongoing or future order.
The exact deduction (if any) will depend on the stone type, order value and duration for which stock was blocked. This will be communicated to you in writing.
5. Cancellation After Processing or Packing
Once slabs are processed, customised or packed for your order, cancellation is normally not permitted, because:
- Material has been cut or finished specifically for your measurements / specification.
- We may not be able to re-use or re-sell it without heavy discount or wastage.
In exceptional situations, and purely at our discretion, we may:
- Allow partial cancellation against a cancellation fee, or
- Offer to resell some material on your behalf, subject to feasibility and market demand.
Such decisions are made case-by-case and will always be confirmed in writing.
6. Cancellation After Dispatch
Once the material has been dispatched / loaded onto the transporter’s vehicle, cancellation is generally not possible.
If you still wish to refuse delivery after dispatch:
- You may be liable for full transport charges (forward and possible return freight).
- You may also be liable for any unloading, reloading, storage or demurrage costs.
- The material may need to be resold at a discount; any loss arising from such resale will be adjusted against amounts already paid.
We recommend finalising your decision before dispatch to avoid such situations.
7. Non-Refundable Components
The following are typically non-refundable, even when an order is cancelled:
- Token / blocking advances paid to reserve specific lots for an extended period.
- Custom processing charges (cut-to-size, special finishes, edge details, groove work, etc.).
- Packing material and crate charges once crates have been made and used.
- Transport, insurance and handling charges already paid or committed to transporters on your behalf.
Wherever feasible, we may offer to adjust part of these amounts against a future order, but this is not guaranteed and depends on each case.
8. Quality Issues, Breakage & Mismatch
We follow strict quality checks before dispatch and share slab photos / videos wherever requested. However, in the unlikely event of:
- Major breakage clearly caused in transit, or
- Significant mismatch between approved lots and delivered material, or
- Serious quality defects not consistent with normal stone characteristics,
you should:
- Inform us within 48 hours of delivery with clear photos / videos, and
- Provide details of crate numbers / bundle markings and invoice references.
After verifying the issue, we may, at our discretion, offer one or more of the following:
- Replacement of specific slabs, subject to stock availability.
- Partial credit note for future purchases.
- Mutually agreed compensation where replacement is not feasible.
Full refunds are generally not provided if a practical replacement or credit solution is available and acceptable to both parties.
9. Natural Variations & Acceptable Tolerances
Quartz, marble, onyx, terrazzo and other stones naturally exhibit:
- Variation in colour, shade, grain and veining
- Minor pinholes, natural fissures or pattern differences
- Normal thickness tolerances as per industry practice
Such variations and tolerances are inherent to stone and are not considered defects. Orders cannot be cancelled and refunds cannot be claimed solely on the basis of:
- Differences between slabs / tiles within the same lot
- Minor differences between sample pieces and final delivery
- Appearance differences due to lighting, polish or installation conditions
10. Advance Payments & Adjustments
Most orders require an advance payment to:
- Block specific lots, and/or
- Start cutting, processing and packing.
Where cancellation is allowed, we may:
- Adjust the advance against revised order quantities, or
- Convert part of the advance into a credit note for future purchases, or
- Process a partial refund after deducting applicable charges.
The final decision will depend on the order stage, stock status and any costs already incurred.
11. Refund Process & Timelines
Where a refund is approved in writing by Stone Paradigm Export:
- Refunds will be processed using the same mode of payment wherever possible (bank transfer to the same account, UPI to the same ID, etc.).
- In some cases, we may request bank details in writing to process an NEFT/RTGS transfer.
- We generally aim to process refunds within 7–14 working days from the date of final written approval, subject to banking timelines.
You will be informed once the refund has been initiated and given reference details where applicable.
12. Situations Where Refunds Are Not Applicable
Refunds are generally not applicable in the following situations:
- Material already cut, installed, fixed or further processed at your site or fabricator’s unit.
- Damage caused due to improper handling, unloading or storage at the destination.
- Issues arising from incorrect installation practices or use of unsuitable adhesives / chemicals.
- Normal wear and tear, staining or etching due to usage, cleaning agents or spillage.
- Change of mind after material has been processed, dispatched or delivered.
13. How to Request Cancellation or Refund
To request cancellation, refund or replacement, please follow these steps:
- Share your order / invoice number and project name.
- Mention whether you are seeking cancellation, partial change or support for a quality issue.
- Provide clear photos / videos for any material-related concern.
- Send these details by WhatsApp or email to our official contact listed below.
Our team will review your request, may ask follow-up questions, and then confirm the outcome in writing along with next steps.
14. Third-Party Finance, Loans or Payments
If your order is funded through a bank loan, NBFC, builder arrangement or any third-party finance:
- Any refund approved by us will be issued only to the party from whom we received payment.
- Any EMIs, interest or charges levied by financiers are outside our control and responsibility.
You should coordinate directly with your financier regarding their policies on refunds, loan adjustments or cancellations.
15. Changes to This Cancellation & Refund Policy
We may update this policy from time to time to reflect:
- Changes in our business processes or product range
- Operational learnings and industry best practices
- Updates in applicable laws or regulations
The “Last updated” date at the top of this page shows the most recent revision. We encourage you to review this page before finalising new orders, especially for large or multi-phase projects.
16. Contact for Cancellation & Refund Queries
For any questions about this Cancellation & Refund Policy, or to discuss a specific order situation, please contact:
Stone Paradigm Export
Makrana Road, Ricco Industrial Area
Kishangarh, Rajasthan – 305801, India
WhatsApp / Phone: +91-9829078025
Email: stoneparadigmexportsindia@gmail.com
Website: https://stoneparadigmexport.com