At OIXDESIGN, each order is handled with care according to the product type, material, and order details.
This policy applies to eligible non-custom items, made-to-order natural stone pieces, custom products, bath pieces, and project orders. Please review the terms below before placing your order.
We offer a 30-day return window for eligible non-custom items, beginning on the day you receive your order.
Eligible non-custom items may include small décor, lighting, accessories, or other ready-to-ship items that are not made to order, customized, personalized, or specially produced for your order.
To start a return, please contact us at support@oixdesign.com before sending anything back.
To be eligible for return, the item must:
Be approved for return by OIXDESIGN in advance
Be unused and in original condition
Be returned with original packaging, accessories, and proof of purchase
Be shipped back with a trackable shipping method
Returns sent without prior authorization may not be accepted.
The following items are not eligible for return:
Made-to-order natural stone furniture
Stone tables, including coffee tables, dining tables, side tables, and cocktail tables
Stone sinks, stone bathtubs, stone vanities, pedestal sinks, integrated basins, and other bath pieces
Custom, trade, hospitality, or project orders
Custom-sized, custom-finished, engraved, personalized, or specially requested items
Gift cards
Items damaged due to customer handling, improper use, improper installation, or lack of care
Items returned without approval or not in original condition
Because natural stone pieces are heavy, fragile, and often made or prepared specifically for each order, they cannot be returned once production, material preparation, or custom coordination has begun. These orders are governed by the Order Cancellation terms below.
If the return is due to an OIXDESIGN error, such as the wrong item being sent, we will cover the approved return shipping cost and issue a full refund after the returned item is received and inspected.
If the return is due to customer choice, such as change of mind, wrong item ordered, or the item not being suitable for the customer’s preference:
The customer is responsible for return shipping.
If the original packaging is intact, a 10% return processing fee applies.
If the original packaging is missing, damaged, or unsuitable for safe return shipping, a 20% return processing fee applies.
Original shipping costs, customs fees, duties, taxes, storage fees, re-delivery fees, or other carrier-related fees are non-refundable unless otherwise confirmed in writing by OIXDESIGN.
All approved returns are inspected after arrival.
Refunds can only be issued if the returned item arrives in its original, unused, and undamaged condition.
If the returned item arrives with damage of any kind, including cracks, chips, scratches, stains, missing parts, structural impact, or packaging-related damage during return transit, OIXDESIGN may not be able to issue a refund.
We strongly recommend using the original packaging and selecting a shipping service with tracking and insurance.
If a returned item is damaged during return transit, any carrier claim must be filed directly by the shipper.
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, incorrect, or incomplete, please contact us within 3 days of delivery at support@oixdesign.com with:
Your order number
Clear photos of the packaging
Clear photos or videos of the product issue
Photos of any visible damage noted at delivery
A copy or photo of the delivery receipt if applicable
For large stone pieces, freight deliveries, or crated shipments, please inspect the outer packaging before signing. If visible damage or shortage is found, please clearly note it on the delivery receipt before signing and contact us as soon as possible.
If a delivery receipt is signed without damage or shortage remarks, the carrier may consider the shipment accepted in good condition, and OIXDESIGN may not be able to assist with carrier claims afterward.
Depending on the situation, OIXDESIGN may offer a repair solution, replacement part, replacement item, partial refund, full refund, or carrier claim support after review.
Many OIXDESIGN natural stone pieces are made to order, prepared to order, or specially coordinated after purchase. Production and material preparation may begin shortly after your order is placed.
For made-to-order natural stone furniture, bath pieces, custom pieces, and project-related orders, cancellation terms are as follows:
Within 24 hours of purchase:
Full refund.
After 24 hours and within 3 days:
A 15% production, material review, and workshop allocation fee applies.
After 3 days and within 7 days:
Material preparation, cutting, shaping, or production planning may have begun. A 50% craftsmanship and material preparation fee applies.
After 7 days:
The order may have entered carving, finishing, assembly preparation, custom coordination, or final production. The order cannot be canceled and is non-refundable.
After shipment has begun:
The order cannot be canceled. If a shipped order is refused, returned, re-routed, stored, or cannot be delivered due to recipient unavailability, incorrect address information, access restrictions, or refusal to receive, any return freight, storage, re-delivery, re-routing, customs, or carrier-related fees will be the responsibility of the customer.
Custom, trade, hospitality, and project orders are reviewed and confirmed based on product type, quantity, material, size, finish, packaging, delivery method, and destination.
Once confirmed, these orders are generally non-returnable and non-refundable after production, material preparation, or project coordination has begun.
For project orders, any cancellation, change, replacement, or shipping adjustment must be reviewed individually and confirmed in writing by OIXDESIGN.
All OIXDESIGN natural stone products are made from genuine natural stone. Each piece may feature unique veining, mineral lines, color variation, filled natural fissures, texture differences, pores, or other natural characteristics formed through geological processes.
These natural features are part of the beauty and individuality of natural stone and are not considered defects unless they affect the product’s structural integrity, stability, safety, or normal function.
Natural variation, veining, color differences, mineral marks, filled fissures, and texture differences are not valid reasons for return or refund.
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds are issued to the original payment method within 3–5 business days after inspection.
Please note that your bank, card provider, or payment provider may require additional time to post the refund to your account.
If your refund has been approved but has not appeared in your account, please first check with your bank, credit card company, or payment provider.
If you still need assistance, please contact us at support@oixdesign.com.
If you have questions about returns, refunds, cancellations, or damaged items, please contact us:
Email: support@oixdesign.com
OIXDESIGN
885 West Georgia St #2000
Vancouver, British Columbia V6C 3E8
Canada
Please note: This address is not a return address. Returns must be approved and arranged in advance.