Refund policy

SHIPPING, DELIVERY, RETURNS & REFUNDS POLICY

Effective Date: January 1st, 2026

At Vilona Onyx, we take great care in preparing, packaging, crating, and shipping our handcrafted natural-stone pieces. Due to the size, weight, fragility, and one-of-a-kind nature of many of our products, shipping and return procedures vary depending on the product and delivery method.

Please review this policy before placing an order.

SHIPPING AND ORDER PROCESSING

Shipping and delivery estimates may be provided on the product page, during checkout, in an invoice, or through direct communication with Vilona Onyx.

Any stated processing, fabrication, shipping, or delivery date is a good-faith estimate unless expressly guaranteed in writing.

Custom products, made-to-order products, special orders, freight deliveries, and hand-delivered products may require additional preparation and coordination.

If we are unable to ship an order within the stated or legally required timeframe, we will notify the customer and provide any delay-consent, cancellation, or refund options required by applicable law.

SHIPPING METHODS

Depending on the product, orders may be delivered by:

Standard parcel carrier;
Specialty carrier;
Freight carrier;
White-glove delivery service;
Local delivery; or
Vilona Onyx hand delivery.

The delivery service included with an order will be described on the product page, during checkout, on the invoice, or in direct communication with the customer.

Unless expressly included in writing, delivery does not include installation, electrical connection, wall or ceiling mounting, structural modifications, assembly, removal of existing furniture, or disposal of packaging and crates.

FREIGHT AND LARGE-ITEM DELIVERY

Large, heavy, fragile, and high-value products may be shipped in a protective wooden crate by a freight or specialty carrier.

The customer is responsible for providing:

A correct delivery address;
A current telephone number and email address;
Adequate parking and delivery access;
Appropriate doorway, hallway, staircase, and elevator clearance;
A safe location for unloading;
Any required building or delivery authorization; and
Sufficient assistance when inside placement is not included.

Additional charges caused by an incorrect address, missed delivery appointment, inaccessible location, undisclosed stairs, storage, redelivery, special handling, or delivery conditions not disclosed in advance may be charged to the customer.

Freight and white-glove services vary. Inside placement, stair carries, unpacking, crate removal, and installation are included only when expressly stated in writing.

INSPECTING FREIGHT DELIVERIES

The customer or the customer’s authorized representative should carefully inspect the shipment at delivery.

Before signing the carrier’s delivery receipt:

Inspect the crate and exterior packaging for dents, holes, crushed areas, leaning, broken boards, water exposure, or other visible damage.
Photograph all sides of the crate and any visible damage.
Clearly note visible damage on the delivery receipt or bill of lading.
Contact Vilona Onyx as soon as possible.

Signing a freight delivery receipt without noting visible damage may make a freight claim more difficult.

Do not discard the crate, packaging, padding, shipping documents, or damaged materials until Vilona Onyx confirms that they are no longer needed.

DELIVERY DAMAGE OR INCORRECT PRODUCTS

Please inspect your order promptly after delivery.

The product arrived damaged;
The product is materially defective;
An item is missing; or
Vilona Onyx sent a product materially different from the confirmed order.

Damage or fulfillment-error reports should include:

The order number;
Photographs of the unopened packaging or crate;
Photographs of all visible damage;
Photographs of the complete product;
A photograph of the shipping label; and
A description of the problem.

Reports should be made within 48 hours of delivery whenever reasonably possible. Delayed reporting may affect our ability to pursue a carrier claim, but this reporting request does not eliminate any rights that cannot legally be waived.

Do not install, repair, alter, discard, or continue moving a damaged product before receiving instructions from Vilona Onyx. Additional damage caused after delivery through improper handling, installation, alteration, or failure to preserve the packaging may not be covered.

When Vilona Onyx confirms that we shipped the wrong item or that an item has a covered defect or shipping-related damage, we may provide an appropriate repair, replacement, replacement component, exchange, return authorization, or refund.

If Vilona Onyx requires the product to be returned because of a confirmed Vilona Onyx fulfillment error or covered damage, Vilona Onyx will arrange or pay for reasonable return transportation. The customer must follow our packaging, crating, and carrier instructions.

NATURAL-STONE CHARACTERISTICS

Vilona Onyx products are handcrafted from natural materials, including onyx, fluorite, agate, crystal, petrified wood, and metal.

Natural variations may include differences in:

Color and tone;
Veining and banding;
Translucency and opacity;
Mineral inclusions;
Crystalline areas;
Pores, pits, and surface texture;
Natural fissures;
Edge movement;
Thickness and dimensions; and
Appearance when illuminated.

These natural characteristics make each product unique and are not ordinarily considered damage, defects, or reasons for claiming that the wrong item was received.

The appearance of natural stone may also change depending on room lighting, bulb temperature, camera exposure, monitor settings, and whether the product is illuminated.

SEVEN-DAY RETURN WINDOW

Except for products identified as non-returnable below, customers have seven calendar days after confirmed delivery to request a return.

Submitting a return request does not automatically approve the return. All returns require written authorization from Vilona Onyx before the product is shipped.

To qualify for a return, the product must be:

Unused;
Uninstalled;
Unaltered;
Undamaged after delivery;
In the same condition in which it was received;
Accompanied by all parts, accessories, remotes, cords, and documentation; and
Properly secured in its complete original packaging or crate.

Proof of purchase is required.

To request a return, email:

vilonaonyx@gmail.com

Approved returns must be sent to:

Vilona Onyx
890 East State Highway 56
Berthoud, Colorado 80513
United States

Do not ship or deliver a return to this address until written return authorization and instructions have been provided.

Items returned without prior authorization may be refused and returned to the sender at the sender’s expense.

WHO PAYS FOR RETURN SHIPPING?

Return-shipping responsibility depends on the product, delivery method, product price, and reason for the return.

Eligible Small Lamps Priced at $3,500 or Less

For an approved return of an eligible small lamp with an item purchase price of $3,500 or less, Vilona Onyx will provide or pay for standard return shipping.

This benefit applies only when:

The product qualifies for return;
The product can safely be returned by an approved parcel carrier;
The customer uses the return label and instructions provided by Vilona Onyx;
The complete original packaging is available; and
The product has not been installed, used, modified, or damaged after delivery.

The $3,500 threshold refers to the item’s purchase price before sales tax, shipping, delivery, installation, or other services.

Expedited shipping, specialty packaging, additional insurance requested by the customer, and unauthorized shipping methods will not be reimbursed.

Freight-Delivered Products

For customer-choice returns, the customer is responsible for all return shipping, freight, crating, insurance, pickup, storage, and handling expenses for any product originally delivered by freight, regardless of its purchase price.

This includes returns because the customer:

Changed their mind;
Ordered the wrong dimensions;
Selected the wrong product;
No longer needs the product;
Dislikes an expected natural-stone variation;
Cannot fit the product through the property;
Did not adequately measure the installation area; or
Cannot complete the intended installation.

If Vilona Onyx arranges return freight as a convenience, the actual freight, crating, insurance, storage, and handling charges may be deducted from the customer’s refund.

Products Priced Over $6,500

For customer-choice returns of any item with an item purchase price greater than $6,500, the customer is responsible for return shipping, freight, professional crating, insurance, pickup, and handling expenses.

This applies even when the product was originally delivered at no additional shipping charge or as part of a Vilona Onyx hand-delivery arrangement.

The $6,500 threshold refers to the item’s purchase price before sales tax, shipping, delivery, installation, or other services.

Products Priced Between $3,500.01 and $6,500

For non-freight products priced between $3,500.01 and $6,500, responsibility for return shipping will be stated in the written return authorization before the customer ships the product.

The determination will be based on the size, weight, fragility, packaging requirements, shipping method, and reason for the return.

Vilona Onyx Fulfillment Errors

The customer will not be required to pay reasonable return transportation when Vilona Onyx confirms that:

We shipped the wrong product;
The product materially differs from the confirmed invoice because of our error;
The product has a covered manufacturing defect; or
The product sustained covered shipping damage before legally effective delivery.

This exception does not apply when the customer selected or approved the wrong item, measurement, color family, stone, dimensions, lighting, finish, or configuration.

ORIGINAL SHIPPING AND DELIVERY CHARGES

Original shipping, freight, white-glove delivery, hand delivery, crating, installation, and related service charges are nonrefundable on customer-choice returns.

These charges may be refunded when required by law or when the return results from a confirmed Vilona Onyx fulfillment error or covered product issue.

Products advertised with “free shipping” may still have actual outbound shipping or freight costs associated with the order. Where legally permitted and clearly disclosed in the return authorization, the actual outbound transportation cost may be deducted from a customer-choice return refund.

RETURN FREIGHT REQUIREMENTS

Freight products must be returned through a carrier and service approved by Vilona Onyx.

The product must be:

Properly protected;
Secured in the original crate whenever available;
Professionally recrated when the original crate cannot be reused;
Shipped upright when required;
Fully insured for its purchase value; and
Returned with tracking and delivery documentation.

The customer remains responsible for an approved customer-choice return until it is received and inspected by Vilona Onyx.

Vilona Onyx is not responsible for return damage caused by inadequate packaging, improper crating, unauthorized carriers, insufficient insurance, or incorrect handling.

The cost of repairing return damage or loss in product value may be deducted from the refund to the extent permitted by law.

NON-RETURNABLE PRODUCTS

The following products are not eligible for customer-choice returns:

Custom-made products;
Made-to-order products;
Personalized products;
Special orders;
Products modified at the customer’s request;
Custom-sized or resized products;
Products with customer-selected stone, metal, lighting, dimensions, or finishes;
Installed or mounted products;
Hardwired electrical products after installation;
Used, altered, repaired, or refinished products;
Products damaged after delivery;
Gift cards; and
Products clearly identified as final sale.

Custom-order deposits and payments may become nonrefundable once materials have been selected, purchased, reserved, cut, modified, fabricated, or placed into production.

Please contact Vilona Onyx before ordering when you have questions about whether a particular product qualifies for return.

Nothing in this section limits remedies for a verified Vilona Onyx fulfillment error, covered damage, or rights that cannot legally be waived.

CUSTOMER MEASUREMENTS AND SITE CONDITIONS

Customers are responsible for confirming all measurements before purchasing.

This includes:

Product dimensions;
Doorway and hallway clearance;
Staircase dimensions;
Elevator capacity;
Wall, floor, and ceiling suitability;
Installation clearances;
Electrical compatibility; and
Delivery access.

A product does not qualify as incorrect merely because it does not fit a customer’s space when the product’s dimensions were accurately disclosed or approved before purchase.

INSTALLATION

Installation, mounting, hardwiring, structural work, and electrical connection are not included unless expressly stated in writing.

Heavy mirrors, wall panels, lighting fixtures, towers, furniture, and sculptures should be installed or secured by qualified professionals.

Hardwired electrical products must be installed by a properly licensed electrician where required.

Damage caused by improper installation, inadequate structural support, customer modification, unauthorized electrical work, or misuse is not considered shipping damage or a product defect.

EXCHANGES

The fastest way to receive a different eligible product is generally to complete an approved return and place a separate order for the replacement product.

An exchange is not guaranteed until the original return has been received, inspected, and approved and the replacement product remains available.

Because many Vilona Onyx products are one of a kind, an identical replacement may not be available.

REFUNDS

We will notify the customer after the returned product has been received and inspected.

If the return is approved, the eligible refund will generally be issued to the original payment method within 10 business days.

The refund may be reduced by approved and disclosed amounts including:

Customer-responsible return shipping;
Freight charges;
Crating expenses;
Insurance;
Storage;
Redelivery;
Missing components;
Damage occurring after delivery; or
Loss in value caused by use, installation, modification, or inadequate return packaging.

No deduction will be made where prohibited by law.

Banks and credit-card companies may require additional time to process and post a completed refund.

Please contact vilonaonyx@gmail.com if more than 15 business days have passed since Vilona Onyx confirmed that a refund was approved.

EUROPEAN UNION ORDERS

When merchandise is sold and shipped to a consumer in the European Union, applicable European Union and national consumer-protection laws may provide a 14-day right of withdrawal for qualifying distance purchases.

The customer may be responsible for direct return-shipping costs for a voluntary withdrawal when those costs were properly disclosed.

The right of withdrawal may not apply to custom-made, personalized, made-to-order, or specially modified products.

Nothing in this policy limits mandatory European consumer remedies for goods that are faulty, damaged, or not as described.

ADDRESS CHANGES AND MISDELIVERY

Customers must verify the shipping address before submitting an order.

Address changes are not guaranteed after an order has entered processing or has been transferred to a carrier.

The customer may be responsible for carrier charges, storage, rerouting, redelivery, or replacement costs resulting from an incorrect address supplied by the customer.

Contact Vilona Onyx immediately if an address correction is needed.

DELIVERY REFUSAL

A customer should not refuse delivery solely because of minor exterior packaging damage without first contacting Vilona Onyx when reasonably possible.

If a customer refuses an otherwise conforming shipment, the customer may be responsible for return freight, storage, redelivery, handling, and related charges.

This does not apply when refusal is reasonably necessary because of severe visible damage, delivery of the wrong product, or another covered issue.

CONTACT INFORMATION

Questions about shipping, delivery, returns, damage claims, or refunds may be sent to: