Refund policy
Last Updated: 2025-07-31
Our Refund Policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange. For longer lead time orders our Refund Policy lasts 30 days from expected date of delivery.
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. For stone that has been installed, unfortunately we cannot accept returns, installation of product is acceptance of product.
To complete your return, we require a receipt or proof of purchase.
All sample orders are final sale and cannot be returned or refunded.
All shipping costs are non-refundable. Although our product ships to you for free, there is an initial shipping cost included in our product pricing. If you receive a refund the cost of the initial shipping will be deducted from your refund.
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 non-stock color products are final sale and cannot be returned or refunded. Non-stock products are defined as items that are currently not available on our website but are offered in our standard colors.
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.
It is the customer’s responsibility to carefully select the profile and color of stone veneer before placing an order. While we provide both online images and physical samples to assist with your decision, each has limitations. Images may not capture the full range of variation in color and shape, while small samples are intended to show texture, weight, and general appearance, not the complete diversity of a full installation. For the best results, we strongly recommend using both images and samples together when making your selection. Returns due to incorrect color or profile choices are not the responsibility of Black Bear Mountain Stone.
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.
While we’re happy to offer suggestions to help match your existing stone, please note that the final decision on what to order is entirely the customer’s responsibility. Matching existing stone, whether natural or manufactured, can be quite challenging due to variations in color, texture, age, and lighting conditions. For this reason, we strongly recommend ordering samples in advance to evaluate the best possible match before placing your final order. This extra step can help avoid costly mistakes and ensure a more cohesive finished look. Unfortunately, returns for customers who are not satisfied with the final product that did not order a sample will not be accepted.
If you need assistance estimating how much stone veneer you will need for your project, we’re happy to help. Simply provide us with some basic information, such as dimensions, surface types, and layout details, and we can offer a rough calculation to point you in the right direction. However, please note that our estimates are meant as general guidance only. For the most accurate results, we strongly recommend taking detailed, on-site measurements and consulting with your installer or contractor. The final responsibility for ordering the correct quantity of materials lies with the customer. We are not responsible for any errors, miscalculations, or incorrect quantities ordered. Be sure to double-check your figures to ensure a smooth and successful project.
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.
We may update this Refund Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Refund Policy on this website, update the "Last updated" date and provide notice as required by applicable law.