Satisfaction Guarantee & Return Policy

Sonterra Stone is committed to providing the best customer service in the industry.

Sonterra Stone will refund 100% of your purchase price should you be dissatisfied with any stock item. Simply call us for a return authorization number and return the item in sellable condition in the original packaging, freight pre-paid within 14 days of delivery.

We can not accept returns on custom items which include non-stock size, design, or color.

Your order is inspected before being shipped to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged to prevent any damage it’s possible that damages may occur during shipment.

Before signing for the shipment inspect the carton and contents. Should you notice any damage, please note it on the bill of lading, refuse the shipment and contact us immediately.

We cannot be responsible for the cost of repairs or replacement of damaged items if there is no notation on the Freight Bill of Lading. If you are unable to inspect the contents at the time of delivery, make a notation on the lading that there appears to be some damage to the contents and that you were not able to inspect the contents before signing. You then have 24 hours to initiate a damage claim with us.

Sonterra Stone will not be responsible for any installation procedures, methods, or failures with the installation.

Sonterra Stone shall not be responsible or liable for the failure of the product to comply with local, state, national, or any codes, regulations, laws, statutes and ordinances, including but not limited to, applicable building and fire codes.

Customer is responsible to review applicable building and fire codes and other applicable laws regarding the composition, size, and dimensions of the product prior to purchasing the product. Customer hereby releases and discharges Sonterra Stone and its agents and representatives from any liability associated with the failure of the product to comply with such building and fire codes and applicable law.

All our stone finishes are non combustible rated products.

We warrant our products to be free from defect. Variations in color, texture, and/or shading from piece to piece are not considered defects and are an inherent quality. Defective products will be replaced at no cost to the customer.

Because of color variations in lighting and photography, you are encouraged to request a sample of our stone material to ensure your satisfaction. These samples are from the exact same stone used in making our products.