Refund policy

At Ardessa, we take immense pride in the craftsmanship and natural beauty of our stone collections. Because our products are crafted from Earth’s finest raw materials each piece is entirely unique.

Ardessa Return & Refund Policy

1. The Nature of Natural Stone

Before initiating a return, please keep in mind that natural stone is a product of nature.
Unique Variations: Differences in veining, color, "fossils," and patterns are not considered defects. They are the hallmarks of authentic stone.

  • Hand-Finished Details: Minor variations in edge details (such as our signature sharknose edges) reflect the artisanal nature of our production.

  • Expectation: By purchasing from Ardessa, you acknowledge that the product received may vary slightly from website imagery.

2. Damaged or Defective Items

Stone is beautiful but can be brittle. We take every precaution in our packaging, but if an item arrives damaged:

  • Reporting Window: You must report any transit damage within 48 hours of delivery.

  • Evidence Required: Please email info@ardessa.com.au with your order number and clear photos of both the damaged product and the packaging.

  • Resolution: For items confirmed as damaged in transit or possessing a manufacturing defect, we will provide a replacement at no additional cost. If a replacement is unavailable, a full refund will be issued.

3. Change of Mind Returns

Due to the significant weight and high cost of specialized freight for stone products, "Change of Mind" returns are handled as follows:

  • Eligibility: Items must be in their original, unused condition and original packaging.

  • Timeframe: Requests must be made within 14 days of receipt.

  • Restocking Fee: A 15% restocking fee applies to cover the labor and inspection costs associated with heavy stone handling.

  • Shipping Costs: The customer is responsible for all return shipping costs. We highly recommend using a tracked, insured courier, as Ardessa cannot be held responsible for items damaged during their return journey.

4. Non-Returnable Items

We cannot accept returns on the following:

  • Custom or Made-to-Order Pieces: Any items cut or finished to specific dimensions.

  • Sale Items: Items purchased during a clearance or "Final Sale" event.

  • Used Items: Stone is porous; any items showing signs of use, staining, or sealant wear cannot be returned.

5. Refund Process

Once your return is received and inspected:

  1. We will notify you of the approval or rejection of your refund.

  2. If approved, the refund (minus the restocking fee and original shipping costs) will be processed to your original method of payment within 7–10 business days.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.