Every piece sold by Stone Atelier by SKL is hand-carved to order from a single block of natural stone. Nothing is held in stock and nothing is mass-produced. Because carving is subtractive, and because each piece is cut to the stone, size and finish you choose, a completed piece cannot be resold to another buyer. This policy is written around that reality, and we ask you to read it before placing an order.
1. Order confirmation
Placing an order online is an offer to purchase. Your order is confirmed only once our team has reviewed it and issued a written order confirmation or proforma invoice. At that point we confirm the stone, the final dimensions, the finish, the lead time and the freight cost. Production does not begin before this.
2. Cancellation before production begins
You may cancel at no charge at any time before we issue written confirmation and begin production. Any amount already paid is refunded in full.
After written confirmation is issued, you have a further 48 hours to cancel. Within this window you receive a full refund of any deposit paid, less any bank or payment-gateway charge that cannot be recovered.
3. Cancellation after production begins
Once carving has started, the stone block has been committed to your piece and cannot be reused. Cancellations after this point are not possible and any deposit paid is non-refundable.
If your circumstances change, contact us anyway. Where the work is at an early stage we will do what we reasonably can — hold the piece, adjust the specification, or transfer your deposit to a different commission — but this is at our discretion and is not a right under this policy.
4. Bespoke and custom-dimension commissions
Pieces made to non-standard dimensions, in a stone not listed on the product page, or as a one-off sculptural commission are strictly non-cancellable and non-returnable once production begins. These cannot be offered to another client.
5. Damage in transit
All pieces are fully crated and insured. If your piece arrives damaged:
- Note the damage on the carrier's delivery paperwork before signing, if it is visible
- Do not discard the crate or packaging
- Email us photographs of the damage, the crate and the packaging within 48 hours of delivery
Where transit damage is confirmed we will, at our option, repair the piece, remake it, or refund you in full including freight. Claims made after 48 hours, or where the packaging has been discarded, cannot be processed — the carrier's insurance requires that evidence.
6. Manufacturing defects
Every piece is inspected by hand before crating. If a structural manufacturing defect appears, it is covered by our 5-year structural warranty. Send us photographs and we will assess, repair or remake the piece at no cost to you.
7. What is not a defect
Natural stone is a geological material, not a manufactured one. The following are inherent characteristics and are not grounds for return, replacement or refund:
- Variation in veining, colour, tone and pattern from the photographs shown on this website
- Mineral markings, crystalline inclusions, fossil traces and natural pitting
- Filled pores in travertine and limestone
- Minor dimensional variation within normal hand-carving tolerance
- Tonal change or patina developing over time, particularly in exterior installations
Product photographs represent the stone type, not the exact block used for your piece. No two pieces are identical — that is the nature of the material. If precise matching matters to your project, request a stone sample before ordering. We supply these on request.
8. Fit and suitability
Dimensions, weights and installation requirements are confirmed in writing before production begins. We therefore cannot accept returns on the grounds that a piece does not fit, is heavier than expected, or does not suit the space. Please confirm access routes, doorway widths and floor load-bearing capacity before approving your order — our team will advise on all three if you ask.
9. Refund method and timing
Approved refunds are issued to the original payment method. Card and online payments are typically credited within 7 to 14 business days of approval, depending on your bank. Bank transfers are processed within 7 business days. Freight, insurance, customs duties and taxes already incurred are refundable only where the fault is ours.
10. Your statutory rights
Nothing in this policy limits any right you have under applicable consumer protection law, including your rights in respect of goods that are faulty, not as described, or not fit for purpose.
11. How to raise a request
Email stoneatelierbyskl@gmail.com or message us on WhatsApp at +971 50 759 4079 with your order number, photographs where relevant, and a short description. We aim to respond within one business day.
We would always rather solve a problem than lose a client. If something is wrong with your piece, contact us before doing anything else.