Refund policy

Our refund policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, we require a receipt or proof of purchase.

All shipping costs are non-refundable.

You will be responsible for paying for your own shipping costs for returning your items. Black Bear Mountain Stone cannot guarantee that we will receive your returned item, therefore all returns must be shipped using a trackable shipping service and it is highly recommended you purchase shipping insurance. Black Bear Mountain Stone can also arrange the return shipping for you. If we handle the return shipping and you receive a refund, the cost of return shipping will be deducted from your refund.

All sample orders are final sale and cannot be returned or refunded.

All custom order products are final sale and cannot be returned or refunded. 

All cancelled orders are subject to a 3% processing fee.

All cancelled orders that have been confirmed to ship (orders with a scheduled carrier pick up) are subject to a 3% processing fee and a $100 re-stocking fee.

Orders that have shipped cannot be cancelled. To cancel a shipped order a return must be processed.

Unfortunately, returns for customers who are not satisfied with the final product that did not order a sample will not be accepted. We strongly recommend ordering a sample of each product in advance of placing your product order opposed to ordering products solely based on images from our website. All of our completed installation images are customer submitted and they are true to color, we do not enhance or manipulate our photos at all. There may be some differences from image to image, however this variation is caused by different lighting conditions and image quality. Additionally, images can look different from screen to screen.

Refunds (if applicable): Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you return items purchased using a promotional code, we will subtract the value of the promotional code from your return credit. Black Bear Mountain Stone cannot guarantee when a refund will arrive.

Late or missing refunds (if applicable): If you haven’t received a refund yet, don't panic, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. Black Bear Mountain Stone cannot guarantee when a refund will arrive.

For post purchase support please visit our post purchase support page or contact us at info@blackbearmountainstone.com.