Returns and Exchanges Policy

Welcome to Stoneelivo. To ensure a clear understanding of our procedures, please read the following return and exchange policy carefully.

1. Application Period

You may submit a return or exchange request within 45 days from the date of receipt of the product if you are dissatisfied or encounter any issues. Requests submitted after this period cannot be accepted.

2. Eligible Conditions

You may request a return or exchange under the following circumstances:

• The product has obvious external defects or damage;

• The product has quality issues or functional problems;

• The product has noticeable odor, severe color differences, or significant discrepancies compared to online images;

• The product received does not match the order;

• A request for return or exchange without reason is submitted within the specified period.

To ensure smooth processing, please submit your request while keeping the product in good condition.

3. Return Procedure

To return a product, please follow these steps:

• Contact us via email or phone and indicate your return request;

• Provide your order number, proof of payment, reason for return, and any relevant photos or videos;

• After receiving approval and the return address, send the product to the specified location;

• Once the returned product is received and inspected, we will process your refund according to the verification results.

Please note: If the returned product does not match the submitted request, processing may be delayed.

4. Exchange Procedure

To exchange a product, please follow these steps:

• Contact us and submit an exchange request;

• Provide your order number, proof of payment, reason for exchange, and any related photos or videos;

• Once approved, follow the instructions to return the original product;

• After the product is verified, we will dispatch the replacement item within 3 business days.

If the requested replacement item is out of stock, we will contact you to discuss alternative solutions.

5. Refund Information

• Refund Method: All refunds will be returned via the original payment method used at the time of purchase;

• Processing Time: Once approved, refunds are typically completed within 15 business days. The actual arrival time depends on the processing speed of the financial institution;

• If you do not receive your refund after the expected timeframe, please contact us for assistance.

6. Shipping Costs

• Returns or exchanges caused by product defects, quality issues, shipping errors, or other product-related problems are covered by us;

• Returns or exchanges requested for personal reasons require the customer to cover round-trip shipping costs.

7. Service Commitment

We guarantee that the products provided match their online description and will be shipped within the promised timeframe. If any inconvenience arises due to product quality issues or our handling errors, we will take responsibility and resolve the issue properly.

We value every user’s feedback and are committed to continuously optimizing our service process and product quality.

8.Contact Us

Address: 4550 KAREN AVE APT 256, LAS VEGAS, NV 89121-7633, US
Customer Service Phone: +1 (725) 710-7932
Customer Service Email: solutions@stoneelivo.com
Online Service Hours: Monday – Friday, 9:00–12:30 & 14:00–18:00 (Central European Time, CET)