Refund and Returns Policy

Last Updated: June 24, 2026

At Stone Room, we stand behind the quality of every crystal, mineral, gemstone, and natural treasure we offer. This Return, Refund, and Exchange Policy outlines the terms and conditions for returning items purchased from our online store or physical location at 1564 Solano Ave, Albany, CA 94707, USA. We are committed to customer satisfaction and ensuring you receive authentic, high-quality products.

1. Return Eligibility & Time Frame

Return Window: You may initiate a return request within 14 calendar days of delivery (for online orders) or purchase (for in-store purchases). To be eligible for a return, items must meet the conditions outlined in Section 2 below.

Qualifying Reasons for Return:

Defective or Damaged Items: The item arrived with visible damage, manufacturing defects, or conditions that were not accurately disclosed in the product description or photographs.
Incorrect Item Shipped: You received a different product than what you ordered.
Mislabeled or Misidentified: The item does not match the specifications listed (e.g., mineral type, size, weight, origin).
Change of Mind: Unopened, unused items in original packaging may be returned within the 14-day window, except for certain final-sale items (see Section 6).

2. Return Conditions & Item Requirements

To qualify for a return, items must meet ALL of the following conditions:

Condition of Item: The item must be unused and in the same condition as received. For crystals and minerals, the item must not show signs of handling, cleaning, or alteration beyond normal inspection.
Original Packaging: All original packaging must be intact and undamaged. The item must be in its original condition as shipped.
Proof of Purchase: You must provide the original receipt, packing slip, or digital order confirmation email.
Completeness: The item must include all original components, documentation, and any certificates of authenticity that came with the product.

Items Not Eligible for Return: The following items are final sale and cannot be returned: custom-ordered pieces, items marked as “Final Sale” at the time of purchase, or items where the condition has been altered or changed since delivery.

3. How to Initiate a Return

Step 1 – Contact Support: Notify our support team within 14 days of delivery or purchase. You may reach us by email or phone during business hours:

Email: support@stoneroom.co
Phone: (510) 210-4561
Business Hours: Monday–Friday, 11:00 AM–6:30 PM (Pacific Time)

Step 2 – Provide Order Information: Include your order number, reason for return, and photographs of the item (if applicable). For defective or damaged items, provide clear photos showing the issue.

Step 3 – Receive Return Instructions: Our team will review your request and provide you with return shipping instructions within 1 business day. Do not ship items back without receiving return instructions first.

4. Return Shipping & Costs

Return shipping costs are handled as follows, depending on the reason for the return:

Defective, Damaged, or Incorrect Items (Our Error): Stone Room will provide a prepaid return shipping label at no cost to you. We cover all return shipping expenses for confirmed errors on our part.
Other Authorized Returns (Customer-Initiated): For returns due to change of mind or other reasons not related to our error, the customer is responsible for all return shipping fees. We recommend using a trackable shipping method (such as USPS Priority Mail, UPS, or FedEx) to protect your return.

Return Address:

Stone Room
1564 Solano Ave
Albany, CA 94707
USA

Important: Please ensure your return is properly packaged and protected during shipping. Stone Room is not responsible for lost or damaged returns in transit. We recommend obtaining tracking confirmation and signature confirmation upon delivery to our address.

5. Refund Processing & Timeline

Inspection Period: Once your return is received at our store, we will inspect the item to verify it meets the return conditions outlined in Section 2. This inspection typically takes 1–5 business days.

Refund Approval & Method: If your return is approved, the refund will be issued to the original payment method used at checkout. For in-store cash purchases, we will arrange store credit or an alternative electronic payment method.

Refund Timeline: After we process and approve your refund, please allow an additional 3–7 business days for the funds to appear in your account. The exact timing depends on your bank or credit card issuer’s processing time. Some financial institutions may take longer.

Non-Refundable Items: If your return does not meet the conditions outlined in Section 2, it will be denied and returned to you at your expense. We will notify you in writing of the reason for denial within 5 business days of inspection.

6. Product Exchanges

Due to the unique nature of our inventory—many items are one-of-a-kind specimens or limited quantities—we do not offer traditional exchanges. If you need a different item, we recommend:

Returning the original item for a refund (following the process in Sections 3–5).
Once your refund is processed, placing a new order for the desired item.

Exception – Defects or Errors: If a defect or error on our part is confirmed by our team, we will offer one of the following options:

Ship a replacement product at no cost to you, if available.
If the exact item is unavailable, issue a full refund immediately.

7. Vintage, Rare & Collector Items

Stone Room specializes in rare minerals, vintage specimens, meteorites, and collector-grade items. These items often display natural characteristics such as minor surface marks, patina, or signs of geological age. These characteristics are part of the item’s authenticity and value and are not considered defects unless they significantly differ from the product description or photographs on our website.

We encourage you to carefully review the product description, photographs, condition notes, and specifications before purchasing rare or collector items. If you have questions about an item’s condition, origin, or authenticity, please contact us before purchasing.

8. Damaged Items in Transit

If your order arrives damaged or defective, please:

Document the damage with clear photographs immediately upon receipt.
Contact our support team within 48 hours of delivery with photos and your order number.
Do not discard the original packaging, as we may request it for our carrier claim.

For confirmed damage caused during shipping, we will provide a prepaid return label and issue a full refund or replacement at no cost to you.

9. Contact Information & Support Hours

If you have any questions about this Return & Refund Policy or need assistance with a return, please contact our customer support team:

Email: support@stoneroom.co
Phone: (510) 210-4561
Business Hours: Monday–Friday, 11:00 AM–6:30 PM (Pacific Time)
Store Address: 1564 Solano Ave, Albany, CA 94707, USA

10. Business Information

Trading Name: Stone Room
Legal Business Name: Zendai LLC
Registered Office Address: 2108 N St STE N, Sacramento, CA 95816, USA
Email: support@stoneroom.co
Phone: (510) 210-4561

11. Policy Changes & Updates

Stone Room reserves the right to update this Return & Refund Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of our website or store following the posting of changes constitutes your acceptance of the updated policy.