Last updated: [5/28/2026]
Thank you for choosing Bilistone. We are committed to providing high-quality faux stone panels and ensuring your satisfaction with every purchase. Please read the following refund and returns policy carefully before placing an order.
1. Order Confirmation & Custom Products
All PU faux stone panels are produced based on customer specifications, including size, color, and quantity.
By placing an order, you confirm that all details (dimensions, color selection, quantity) are correct.
Once production begins, orders cannot be canceled or modified. Customized products are not eligible for return or refund unless there is a confirmed manufacturing defect or damage caused by our side.
2. Non-Returnable Items
The following items cannot be returned or exchanged:
Products that have been cut, trimmed, installed, or otherwise altered.
Products showing signs of use, damage, or soiling after delivery.
Clearance, promotional, or custom-made orders (except for confirmed manufacturing defects).
Products returned without a valid RMA (Return Merchandise Authorization) number.
3. Returns Eligibility
We accept returns for standard (non-customized) products only under the following conditions:
The product is unused, unopened, and in its original packaging.
The return request is submitted within 7 days of delivery.
A valid proof of purchase (order number, invoice) is provided.
A Return Merchandise Authorization (RMA) number is obtained from our customer service before returning the product.
4. Defective or Damaged Products
If you receive a product that is defective, damaged during transit, or does not match your order:
Notify us immediately within 7 days of delivery by email at [your email] with clear photos/videos of the damage or defect.
Our team will review your claim and may request additional information or inspection.
Upon confirmation, we will offer the following solutions at our discretion:
A full or partial refund
A replacement product
A store credit for future purchases
Note: Claims for transit damage must be reported before signing for the delivery. Once the package is signed, we cannot accept claims for damage caused during shipping.
5. Refund Process
Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 3–7 business days.
Please note that your bank or payment provider may take additional time to process and post the refund to your account.
6. Return Shipping
For defective or damaged products (our fault): We will cover the cost of return shipping and send a pre-paid label where applicable.
For eligible non-defective returns (customer’s change of mind): The customer is responsible for all return shipping costs. Original shipping fees are non-refundable.
We recommend using a trackable shipping service for all returns. We are not responsible for lost or damaged packages during return transit.
7. Color and Texture Variations
Due to natural material variations, lighting conditions during photography, and different screen displays, the actual color and texture of the product may differ slightly from what is shown on our website. Minor variations are normal and do not constitute a valid reason for return or refund.8. Contact Us
If you have any questions about this Refund and Returns Policy, please contact our customer service team at:Email: [support@everstonepanel.com]
Website: [www.everstonepanel.com]