Refund and Returns Policy

Refund and Returns Policy

Last Updated: 28 August 2026

At Crest Stone Solutions, we want you to be satisfied with your purchase. This Refund and Returns Policy explains when products purchased through our website may be returned, exchanged, or refunded.

Because we sell a wide range of products, including tiles, marble and stone products, cutting tools, power tools, welding equipment, machinery, and other construction equipment, different products may have different return requirements.

Please read this policy carefully before making a purchase.

1. Eligibility for Returns

You may request a return where:

  • The product is defective or damaged when delivered;
  • The wrong product was supplied;
  • The product received is materially different from the product ordered; or
  • We have otherwise agreed to accept the return.

Unless otherwise agreed by Crest Stone Solutions, products returned for reasons other than a defect, damage, or our error must be:

  • Unused;
  • In their original condition;
  • In their original packaging;
  • Complete with all accessories, manuals, parts, and documentation supplied with the product; and
  • Accompanied by valid proof of purchase.

We reserve the right to refuse a return where a product has been used, damaged after delivery, altered, improperly installed, or otherwise returned in a condition that prevents us from reselling it.

2. Reporting Damaged or Incorrect Products

Please inspect your order as soon as possible after delivery.

If your product arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible with:

  • Your order number;
  • Your name and contact information;
  • A description of the problem;
  • Photographs or videos showing the product and any damage;
  • Photographs of the packaging where applicable; and
  • Any other information reasonably requested by us.

This information helps us investigate the issue and determine the appropriate resolution.

Where possible, please do not use or install a product that appears to have been damaged during delivery.

3. Return Period

For eligible products, return requests should generally be made within 7 days of delivery.

Certain products may have different return conditions due to their nature, size, value, technical specifications, installation requirements, or supplier warranty.

Where a specific product listing or quotation provides a different return or warranty condition, that condition may apply to the purchase.

4. Products That May Not Be Eligible for Return

Certain products may not be eligible for return after delivery except where they are defective, damaged, incorrectly supplied, or otherwise covered by applicable consumer-protection requirements.

These may include:

  • Custom-made or specially ordered products;
  • Products cut, modified, fabricated, or customized according to a customer’s specifications;
  • Tiles, marble, stone, or other materials that have been cut, installed, altered, or used;
  • Products that have been used or operated;
  • Electrical or power equipment that has been installed or used;
  • Products missing original accessories, components, or packaging;
  • Products damaged through improper handling, installation, storage, or use;
  • Certain safety or protective equipment where return is inappropriate for hygiene or safety reasons; and
  • Products specifically identified as non-returnable on the product page, quotation, or invoice.

This does not affect your rights where a product is defective, incorrectly supplied, or otherwise subject to a remedy required by applicable law.

5. Tiles, Marble and Stone Products

Due to the nature of tiles, marble, stone, and similar materials, customers should carefully confirm product specifications before placing an order.

Where applicable, customers should verify:

  • Product type;
  • Size;
  • Colour;
  • Finish;
  • Quantity;
  • Design;
  • Grade;
  • Required coverage; and
  • Any other relevant specification.

Once tiles, marble, stone, or similar products have been cut, installed, modified, damaged, or used, they may not be eligible for return unless the issue resulted from a product defect, incorrect supply, or our error.

Customers are encouraged to inspect products before installation.

6. Machinery, Power Tools and Equipment

For machinery, power tools, welding equipment, cutting machines, industrial equipment, and similar products, returns may be subject to additional conditions.

Products should not be dismantled, modified, repaired, or improperly operated before a return request is made.

Where a product is reported as defective, Crest Stone Solutions may require the product to be inspected or tested before approving a refund, replacement, repair, or other remedy.

Where a manufacturer’s warranty applies, the product may be handled in accordance with the manufacturer’s applicable warranty terms.

7. Change-of-Mind Returns

A change-of-mind return is a request to return a product even though the product is not defective and the correct product was supplied.

We may accept change-of-mind returns for eligible unused products at our discretion, provided the product is returned within the applicable return period and remains in its original, resalable condition.

Customers may be responsible for reasonable return delivery or handling costs associated with an approved change-of-mind return.

Certain products, including customized, specially ordered, cut, installed, used, or non-returnable products, may not qualify for change-of-mind returns.

8. Inspection of Returned Products

All returned products may be inspected before a refund or replacement is approved.

After receiving the returned product, we may determine whether:

  • The product qualifies for a refund;
  • The product qualifies for an exchange;
  • The product requires repair;
  • The product qualifies for replacement; or
  • The return does not meet the requirements of this policy.

We will notify you of the outcome of the inspection.

Refunds

9. Refund Approval

If your return is approved for a refund, we will process the refund using the appropriate payment method.

Where the original payment was made through Paystack, the refund may be processed through the applicable payment or transaction system.

The time it takes for a refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

Crest Stone Solutions does not control the processing time of banks or external payment providers.

10. Partial Refunds

A partial refund may be considered where an eligible product has been returned with a reduction in value resulting from:

  • Use;
  • Damage caused after delivery;
  • Missing parts or accessories;
  • Missing original packaging;
  • Alteration or modification;
  • Improper handling; or
  • Other conditions that affect the product’s resale value.

Any reduction will be assessed based on the condition of the returned product.

11. Late or Missing Refunds

If you have been notified that your refund has been processed but have not received it, please:

  1. Check your bank account or payment account;
  2. Check with your bank or card issuer;
  3. Check with the relevant payment provider where applicable; and
  4. Contact us if the refund remains outstanding.

Refund processing times may vary depending on the payment method and financial institution involved.

Exchanges and Replacements

12. Exchanges

We may replace an eligible product where:

  • The product is defective;
  • The product was damaged before or during delivery;
  • The wrong product was supplied; or
  • We otherwise agree to an exchange.

Replacement is subject to product availability.

If the exact product is unavailable, we may offer an alternative solution, including a suitable replacement or refund where appropriate.

13. Defective Products

If you believe that a product is defective, please contact us before attempting to repair or modify it.

Depending on the nature of the product and the circumstances, we may:

  • Request photographs or videos;
  • Arrange an inspection;
  • Request that the product be returned;
  • Offer a repair;
  • Provide a replacement; or
  • Provide a refund where appropriate.

Where a manufacturer’s warranty applies, warranty claims may be subject to the manufacturer’s terms and conditions.

Delivery and Return Shipping

14. Return Shipping

Where a return is approved because:

  • We sent the wrong product;
  • The product arrived damaged; or
  • The product is confirmed to have a manufacturing defect,

Crest Stone Solutions will determine the appropriate method for returning or collecting the product.

For approved change-of-mind returns or other returns not caused by an error on our part, the customer may be responsible for reasonable return shipping and handling costs.

Do not send products to a manufacturer or third party unless we specifically instruct you to do so.

15. Products Damaged During Delivery

If your order appears damaged when delivered, please document the condition of the package and product before use where possible.

Contact us promptly with photographs or videos of:

  • The damaged product;
  • The packaging;
  • Shipping labels; and
  • Any visible damage.

We will investigate the matter and determine the appropriate resolution.

16. Large, Heavy or Industrial Equipment

For large machinery, tile cutting machines, industrial equipment, welding machines, and other heavy products, return arrangements may differ from those for smaller products.

Depending on the circumstances, we may arrange a collection, inspection, or alternative return method.

The customer should not independently ship heavy or industrial equipment back to us without first receiving return instructions from Crest Stone Solutions.

Cancellations

17. Order Cancellation

You may contact us as soon as possible if you wish to cancel an order.

Cancellation may be possible where the order has not yet been processed, dispatched, customized, specially ordered, or otherwise committed to fulfilment.

Once an order has been dispatched or specially sourced, cancellation may no longer be possible or may be subject to applicable return conditions.

If cancellation is approved after payment has been made, any applicable refund will be processed using the appropriate payment method.

Special Orders and Custom Products

18. Specially Ordered or Customized Products

Products specially ordered, imported, customized, fabricated, cut, or otherwise prepared according to a customer’s specific requirements may not be eligible for cancellation or return unless:

  • The product is defective;
  • The wrong product was supplied;
  • The product was damaged before or during delivery; or
  • Applicable law provides otherwise.

Customers should confirm all specifications before approving a special or customized order.

Proof of Purchase

19. Proof of Purchase

To process a return, replacement, or refund request, we may require reasonable proof of purchase.

This may include:

  • Order number;
  • Order confirmation;
  • Receipt;
  • Invoice;
  • Payment confirmation; or
  • Other information that allows us to identify the transaction.

Refunds for Promotions and Discounts

20. Promotional and Discounted Products

Products purchased during promotions or at discounted prices may still qualify for a refund or replacement where the product is defective, incorrectly supplied, or otherwise eligible under this policy.

Any refund for an approved return will generally be based on the amount actually paid for the returned product, subject to the applicable terms of the purchase.

Fraud and Abuse

21. Fraudulent or Abusive Returns

We reserve the right to investigate return requests that appear fraudulent, abusive, repetitive, or inconsistent with the normal use of our products.

This includes situations involving:

  • Deliberately damaged products;
  • False claims of non-delivery;
  • Repeated inappropriate return requests;
  • Products returned after substantial use;
  • Missing components or accessories; or
  • Attempts to obtain refunds through fraudulent means.

This does not limit any rights you may have under applicable law.

Contact Us

22. Need Help With a Return or Refund?

If you have questions about a return, refund, replacement, damaged product, or exchange, please contact Crest Stone Solutions through the contact information provided on our website.

Website: https://creststonesolutions.store

When contacting us, please provide your order number and a clear description of the issue.

We will review your request and advise you of the appropriate next steps.

23. Policy Changes

We may update this Refund and Returns Policy from time to time to reflect changes in our products, services, business practices, or applicable legal requirements.

Any changes will be posted on this page with an updated “Last Updated” date.

Crest Stone Solutions
Website: https://creststonesolutions.store