Last updated: June 2026 · Compliant with Saudi Consumer Protection Law
We stand behind every piece we craft. If your order arrives damaged or is not as described, we will make it right — no questions asked.
1. Returns
You may return an item within 7 days of delivery if:
- The item arrived damaged or broken
- The item received is significantly different from what was ordered
- The item has a manufacturing defect
Items must be returned in their original packaging, unused, and in the same condition received.
Note: Natural stone variations in colour, veining, and texture are not considered defects and are not eligible for return.
2. Non-Returnable Items
- Custom or personalised orders (engravings, bespoke sizes)
- Items that have been used or show signs of wear
- Items returned after 7 days of delivery
3. How to Request a Return
- Contact us via WhatsApp or email within 7 days of delivery
- Provide your order number and photos of the damage or issue
- We will confirm the return and arrange collection at no cost to you
4. Refunds
Once we receive and inspect the returned item:
- Approved refunds are processed within 5–10 business days
- Refunds are returned to the original payment method (card / mada / Apple Pay)
- A corrected ZATCA-compliant credit note will be issued automatically
- Bank processing time may add 3–5 additional business days
5. Exchanges
We are happy to exchange a damaged or defective item for the same product (subject to availability). Contact us within 7 days of delivery to arrange an exchange.
6. Cancellations
Orders cancelled within 24 hours of placement (before dispatch) are fully refunded. Once an order is dispatched it cannot be cancelled — please refer to the returns process above.
7. Contact Us
WhatsApp: +966 50 000 0000 · Email: hello@aurastone.com
We aim to respond to all return requests within 1 business day.