Refund policy

Refund, Return & Cancellation Policy

At MDM Stoneworks, many of our products are shipped directly from manufacturers and distribution centers throughout the United States. Because of this, orders begin processing immediately after they are placed and often incur supplier and freight charges before delivery. Please review the following policy carefully before placing your order.

Order Cancellations

Orders may be canceled only before they have entered processing with our warehouse, manufacturer, supplier, or shipping carrier.

Once an order has been released for fulfillment, production, or shipment, it cannot be canceled.

If a cancellation request is made after processing has begun, the customer will be responsible for all costs incurred, including but not limited to:

  • Outbound shipping and freight charges

  • Return shipping and freight charges

  • Supplier or manufacturer restocking fees

  • Carrier rerouting or storage charges

  • Any other non-recoverable fulfillment costs

If these costs exceed the amount paid for the order, the customer remains responsible for the remaining balance.

Refusing delivery does not cancel an order and does not relieve the customer of responsibility for these charges.

Returns

We have a 14-day return policy. You have 14 days after receiving your order to request a return.

To be eligible for a return, your item must:

  • Be unused and in its original condition

  • Remain in its original packaging

  • Include proof of purchase or order confirmation

Return requests must be submitted by emailing orders@mdmstoneworks.com before any materials are returned.

Returns sent without prior authorization will not be accepted.

Approved returns must be shipped to:

MDM Stoneworks
15725 Amstutz Rd
Leo, IN 46765

Unless the return is the result of our error or a verified product defect, customers are responsible for all return shipping costs.

All approved returns are subject to a minimum 20% restocking fee, in addition to any applicable supplier restocking fees, outbound freight charges, return freight charges, storage charges, rerouting charges, or other costs incurred in returning the product.

Original shipping charges are non-refundable.

Freight (LTL) Shipments

Most of our products ship via Less-Than-Truckload (LTL) freight directly from manufacturers or regional distribution centers.

Once an LTL shipment has been dispatched, transportation costs are immediately incurred and cannot be recovered.

Customers who:

  • Refuse delivery

  • Fail to schedule or accept delivery

  • Abandon a shipment

  • Cause a shipment to be returned

  • Request rerouting after shipment

are responsible for all associated costs, including:

  • Outbound freight

  • Return freight

  • Storage fees

  • Redelivery fees

  • Supplier restocking fees

  • Carrier handling charges

  • Any other charges assessed by the supplier or carrier

These charges will be deducted from any eligible refund.

If the total charges exceed the amount paid for the order, MDM Stoneworks reserves the right to recover the remaining balance.

Refused Shipments

Refusing delivery does not constitute a cancellation.

Any shipment refused without prior written authorization from MDM Stoneworks will be treated as a voluntary return and will be subject to:

  • A minimum 20% restocking fee

  • Outbound freight charges

  • Return freight charges

  • Supplier restocking fees

  • Storage or rerouting charges

  • Any additional carrier fees

Original shipping charges are non-refundable.

Damaged, Defective or Incorrect Items

Please inspect your shipment immediately upon delivery.

If your order arrives damaged, defective, or you receive the wrong item, notify us within 48 hours of delivery by emailing orders@mdmstoneworks.com.

Please include:

  • Your order number

  • A description of the issue

  • Photographs of the product

  • Photographs of the packaging

  • Photographs of any visible shipping damage

Failure to report shipping damage promptly may affect our ability to file claims with the freight carrier.

Non-Returnable Items

The following items are not eligible for return:

  • Custom or made-to-order products

  • Special-order materials

  • Personalized products

  • Clearance or sale items

  • Gift cards

  • Hazardous materials

  • Flammable liquids or gases

  • Any product specifically identified as non-returnable

If you are unsure whether your product qualifies for return, please contact us before placing your order.

Special Order Products

Many products offered by MDM Stoneworks are manufactured, packaged, or sourced specifically for each customer's order.

Special-order products cannot be canceled once procurement, manufacturing, or fulfillment has begun and are generally non-returnable unless they arrive damaged or defective.

Exchanges

The fastest way to exchange an item is to request an approved return (if eligible) and place a new order for the desired product.

European Union 14-Day Cooling-Off Period

If merchandise is shipped into the European Union, customers have the right to cancel or return their order within 14 days as required by applicable law.

Returned merchandise must be unused, in its original condition, and in its original packaging with proof of purchase.

Applicable return shipping costs may still apply where permitted by law.

Refunds

Once an approved return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method within approximately 10 business days after final approval.

Refunds will be reduced by any applicable:

  • Restocking fees

  • Outbound shipping charges

  • Return shipping charges

  • Supplier restocking fees

  • Carrier storage charges

  • Rerouting charges

  • Other non-recoverable fulfillment costs

Original shipping charges are non-refundable.

If more than 15 business days have passed since your refund was approved, please contact us at orders@mdmstoneworks.com.

Payment Disputes & Chargebacks

If you have a concern with your order, we encourage you to contact MDM Stoneworks first so we can work toward a resolution.

Initiating a chargeback or payment dispute does not cancel an order or eliminate a customer's responsibility for products that have already entered processing, fulfillment, or shipment.

In the event of a payment dispute, MDM Stoneworks reserves the right to provide the payment processor or financial institution with documentation supporting the transaction, including but not limited to order confirmations, customer communications, shipment tracking, proof of delivery, invoices, and acceptance of these policies.

Customers remain responsible for all applicable freight charges, restocking fees, and other costs associated with orders that have entered fulfillment or shipment.

By placing an order with MDM Stoneworks, you acknowledge that you have read, understood, and agree to this Refund, Return & Cancellation Policy.