RETURNS & REFUNDS POLICY

Last updated: 11 November 2026

At DISHESTONE, every piece is created and handled with particular care. Many of our products are handcrafted from natural marble and other natural stones, and some are created specifically to a customer's requirements.

This Returns & Refunds Policy explains the conditions applicable to purchases made through www.dishestone.com.

Nothing in this policy limits any mandatory consumer rights granted under applicable law.

1. WHO THIS POLICY APPLIES TO

The statutory right of withdrawal described below applies to consumers purchasing for purposes outside their trade, business, craft or profession, where such right is provided by applicable consumer law.

Orders placed by companies, architects, interior designers, hotels, restaurants, distributors or other professionals for purposes related to their business activity are considered business-to-business (B2B) purchases and are not subject to the statutory consumer right of withdrawal.

Specific commercial conditions, quotations or agreements may apply to B2B orders.

2. 14-DAY RIGHT OF WITHDRAWAL

For eligible standard products purchased online by consumers, you may withdraw from your purchase without giving a reason within 14 calendar days from the day you, or a person designated by you, receives the goods.

To exercise this right, you must notify DISHESTONE of your decision before the 14-day period expires.

You may do so by sending a clear statement to:

Email: [CONTACT EMAIL]

Please include your:

  • Full name

  • Order number

  • Product concerned

  • Date of receipt

  • Clear statement that you wish to exercise your right of withdrawal

You do not need to provide a reason for your decision.

3. PERSONALISED AND BESPOKE PRODUCTS

The statutory right of withdrawal does not apply to goods made according to the customer's specifications or which are clearly personalised, as permitted by applicable consumer law.

This may include, where applicable:

  • Custom dimensions

  • Personalised engravings

  • Initials, names or logos

  • Customer-specific designs

  • Bespoke shapes

  • Stone specifically selected or acquired for an individual project

  • Custom combinations of materials

  • Special finishes requested by the customer

  • Pieces manufactured according to customer-supplied drawings, plans or specifications

Before confirming a personalised or bespoke order, the customer is responsible for reviewing all agreed dimensions, materials, finishes, inscriptions and specifications.

Once a bespoke or personalised order has been confirmed, cancellation or return for change of mind may therefore not be available.

This does not affect the customer's statutory rights where a product is genuinely defective or does not conform to the agreed specifications.

4. RETURNING AN ELIGIBLE PRODUCT

After notifying us of your withdrawal, the product must be returned without undue delay and no later than 14 calendar days from the date on which you notified us of your decision to withdraw.

Return instructions and the appropriate return address will be provided after notification.

Products should be packaged securely and appropriately for the nature, weight and fragility of natural stone.

Whenever possible, we strongly recommend reusing the original protective packaging.

The use of the original packaging is not, by itself, a condition for exercising a statutory right of withdrawal. However, the customer remains responsible for ensuring that the product is adequately protected during its return.

5. RETURN SHIPPING COSTS

Unless DISHESTONE expressly agrees otherwise, the customer is responsible for the direct cost of returning an eligible product.

Marble and natural stone products may be heavy, fragile and require specialised transport. Return shipping costs can therefore be significant.

For products which cannot normally be returned by ordinary postal services, specialised transport may be required.

Where required by applicable law, information or a reasonable estimate regarding these return costs will be provided before purchase.

We strongly recommend using a professional, tracked and appropriately insured transport service.

DISHESTONE is not responsible for damage caused during a return shipment arranged independently by the customer, without prejudice to any mandatory statutory rights.

6. CONDITION OF RETURNED PRODUCTS

A consumer may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning.

The customer may, however, be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for such inspection.

Depending on the product, actions that may reduce its value include, for example:

  • Installing or permanently mounting the piece

  • Drilling or modifying the stone

  • Engraving or altering the product after delivery

  • Staining, scratching or damaging the surface

  • Treating the stone with unsuitable chemicals

  • Using the product extensively

  • Burning or using a candle beyond what is reasonably necessary to inspect it

  • Removing or damaging permanent decorative elements

  • Returning the piece inadequately protected where this results in damage attributable to the customer

Any reduction in refund will be assessed according to the actual loss in value and applicable law.

7. REFUNDS

Where a valid statutory withdrawal applies, DISHESTONE will refund payments received from the customer in accordance with applicable law.

The refund will include the cost of the least expensive standard delivery method offered for the original order, where legally required.

If the customer selected a more expensive or premium delivery method, the additional cost of that delivery method will not be refundable where permitted by law.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise expressly agreed.

DISHESTONE may withhold the refund until:

the returned goods have been received, or the customer provides evidence that the goods have been returned, whichever occurs first, where permitted by applicable law.

Once the applicable conditions have been met, the refund will be processed without undue delay and within the legally required period.

8. NATURAL STONE IS UNIQUE

Marble and natural stone are natural materials.

Differences in:

  • Veining

  • Colour

  • Tone

  • Mineral markings

  • Crystalline structure

  • Texture

  • Small natural fissures

  • Fossils or mineral inclusions

  • Surface character

are inherent characteristics of natural stone.

Photographs on our website represent the design and material as accurately as reasonably possible, but no two pieces of natural stone are identical.

Natural variations that are consistent with the characteristics of the stone and the product description do not, by themselves, constitute a defect.

This does not affect consumer rights where a product genuinely fails to conform to the contract.

9. HANDCRAFTED PRODUCTS

Many DISHESTONE products are handcrafted or hand-finished.

Minor differences resulting from artisanal production may therefore occur between pieces.

These may include subtle variations in finish, edge character, texture or dimensions within reasonable manufacturing tolerances.

Such characteristics form part of the handcrafted nature of the product and should not automatically be considered defects.

10. PRODUCTS DAMAGED DURING DELIVERY

Please inspect your order as soon as reasonably possible after delivery.

If a product appears to have been damaged in transit, we strongly recommend that you:

  1. Photograph the external packaging before opening it.

  2. Photograph any visible damage to the packaging.

  3. Photograph the product and damaged area clearly.

  4. Keep all packaging and protective materials.

  5. Contact us at [CONTACT EMAIL] as soon as possible.

Where possible, notifying us within 48 hours helps us manage transport claims quickly.

Failure to notify us within 48 hours does not remove any mandatory statutory consumer rights you may have.

Please do not dispose of damaged packaging until we have confirmed that it is no longer required for the transport claim.

11. INCORRECT OR NON-CONFORMING PRODUCTS

The right of withdrawal for a change of mind is separate from your legal rights where a product is defective, damaged or does not conform to the contract.

Where Spanish consumer law applies, DISHESTONE is responsible for qualifying lack of conformity that exists at delivery and becomes apparent within the statutory period applicable to consumer goods.

Where appropriate under applicable law, remedies may include repair, replacement, price reduction or termination of the contract.

For consumer goods covered by Spanish law, the statutory liability period for lack of conformity is currently three years from delivery.

Normal characteristics of natural stone, reasonable handcrafted variations, accidental damage, improper installation, incorrect maintenance, misuse or damage caused after delivery are not automatically considered lack of conformity.

12. LARGE, HEAVY OR FRAGILE ITEMS

Certain products such as stone tables, washbasins, furniture or large sculptural objects may require pallets, crates or specialised carriers.

Customers exercising a valid right of withdrawal remain responsible for the direct return transport cost where permitted by law and where they have been appropriately informed.

We recommend contacting DISHESTONE before arranging the return of any large or heavy object so that suitable handling and transport requirements can be explained.

13. INTERNATIONAL ORDERS OUTSIDE THE EUROPEAN UNION

Consumer rights may differ depending on the customer's country of residence.

For orders delivered outside the European Union or European Economic Area, any mandatory consumer rights applicable in the destination jurisdiction remain unaffected.

Unless mandatory local law provides otherwise, this policy does not create additional statutory withdrawal rights beyond those expressly stated.

International customers may also be responsible for return transport, customs formalities, duties and other costs where legally applicable.

14. BUSINESS-TO-BUSINESS ORDERS

Orders made by businesses or professionals in connection with their commercial or professional activity do not benefit from the statutory consumer right of withdrawal described above.

Returns or cancellations of B2B orders will be governed by:

  • The accepted quotation

  • Purchase order

  • Commercial agreement

  • Invoice conditions

  • Bespoke project conditions

  • Or other terms expressly agreed between the parties

Unless expressly agreed otherwise in writing, bespoke B2B production cannot be cancelled or returned merely because the purchaser changes their mind.

15. CONTACT

Before returning any product, please contact:

DISHESTONE
Legal owner / Company: CRISTINA A. GUTIERREZ
NIF/CIF: 45599660K
Address: POLIGONO INDUSTRIAL RUBIRA SOLA C/ CANTORIA N1
Spain
Email: INFO@DISHESTONE.COM

We will provide the appropriate return instructions according to the product and destination.

Natural stone. Handcrafted in Spain. Created to last.