Refund & Cancellation Policy

1. 14-Day Statutory Right of Withdrawal (EU Directive 2011/83/EU)

At Stone Fintech LTD, we pride ourselves on exceptional craftsmanship, premium materials, and full transparency. In accordance with European Union consumer legislation (and benchmarked against models such as debruynbv.com), retail customers have the unequivocal right to cancel and return their purchase within 14 calendar days from the date the physical package was delivered to the designated shipping address.

You are not required to provide a reason for exercising your right of withdrawal within this 14-day window, although your feedback helps our design atelier continuously refine our collections.

2. Eligible Condition of Returned Items

To qualify for a 100% full merchandise refund, returned furniture, lighting, and decor products must satisfy the following condition criteria upon inspection:

• Unused & Unaltered: Products must be in pristine, brand-new condition with zero signs of wear, assembly scratches, fabric staining, or physical alteration.
• Original Packaging: Products must be repacked securely in their original protective factory carton, complete with custom foam inserts, corner protectors, and edge guards to prevent transit damage.
• Complete Hardware & Manuals: All assembly hardware, screws, Allen keys, certification booklets, and manufacturer hangtags must be included.
• Non-Returnable Exceptions: Bespoke custom-made furniture pieces commissioned with customized dimensions or client-supplied fabrics are exempt from statutory withdrawal unless defective.

3. Step-by-Step Return Process

Returning an item with Stone Fintech LTD is straightforward and structured into four simple steps:

4. Return Shipping Costs & Restocking Fees

• Zero Restocking Fees: Stone Fintech LTD guarantees that no restocking fees, handling penalties, or processing deductions will ever be applied to your refund.
• Standard Customer Remittance: For remorse or preference returns, the cost of return courier freight is borne by the customer.
• Free Returns on Defective / Damaged Items: If an item arrives broken, defective, or incorrect, Stone Fintech LTD provides a 100% free prepaid courier collection or reimbursement of all return expenses.

5. Refund Timeline & Payment Methods

Approved refunds are credited directly back to the original payment method used during checkout (Original payment method (Visa, Mastercard, Amex, Apple Pay, PayPal)):

Note: Currency exchange rates applied during checkout are respected; refunds are issued in the original billing currency (€ EUR or $ USD).

6. Damaged, Defective, or Lost Shipments

Every shipment is 100% transit-insured by Stone Fintech LTD. If your furniture or lighting item arrives damaged in transit:

1. Inspect the outer box upon delivery and note any exterior carton damage to the courier driver.
2. Take clear photographs of the outer carton, the shipping label, and the affected item.
3. Email support@canillo.site within 48 hours of delivery with your order reference.
4. We will arrange an immediate complimentary replacement dispatch or issue a 100% full refund at your preference.

7. Order Cancellation Policy

You can cancel your order free of charge within 2 hours of placing it or at any time before it has been marked as “Dispatched” in our warehouse. To cancel, immediately email support@canillo.site with the subject “URGENT: Order Cancellation - [Order #]”. Once dispatched, items must follow the standard 14-day withdrawal process upon arrival.

8. Returns & Claims Department Contact