Every Sang Traash piece is carved from natural stone and checked before it leaves us. Because stone products are heavy, made to order and can be damaged in transit, please read how returns and refunds work.
01Overview
We want you to be happy with your purchase. If your order arrives damaged, incorrect or not as described, we will make it right with a replacement or refund under the terms below.
02Inspect Your Order on Delivery
- Check the package and the stone before the courier leaves, where possible.
- Record a short unboxing video and take clear photos of any damage.
- Report problems to us within 48 hours of delivery.
03Eligible Returns
You can request a replacement or refund if:
- The product arrives broken, chipped or cracked.
- You receive the wrong item, size or stone type.
- The product is significantly different from what was confirmed with you.
- Parts are missing from your order.
04Not Eligible
- Natural variation — each stone has its own veining, shade and texture, so slight differences from photos are normal.
- Custom or made-to-order pieces, unless faulty or damaged on arrival.
- Damage after delivery, from wrong installation, handling, weather or misuse.
- Products reported after the 48-hour or 7-day limits.
- Change of mind once an item has been made, dispatched or installed.
05How to Request a Return
Contact us by email, WhatsApp or the contact page with:
- Your name, phone number and order details.
- The product code (for example XPFN0001).
- Photos or video, and a short description of the problem.
We will review your request and reply with the next steps. Please do not send anything back before we approve it.
06Return Shipping
If the item is damaged, wrong or faulty, we cover the return and replacement shipping. For any other approved return, the customer pays return shipping. Stone products must be packed securely to avoid further damage.
07Refunds
Once we receive and inspect the item, or approve your claim based on the evidence, we will confirm the refund. Approved refunds are sent to your original payment method (or by bank transfer) within 7–10 working days. Original delivery charges are refunded only when the error was ours.
08Replacements
If you prefer a replacement, we will re-make or re-send the product. Because pieces are hand-carved, the replacement time depends on the product and stone availability, and we will confirm it with you.
09Order Cancellations
You can cancel before your order is cut or dispatched, and we will refund you in full. Once carving or production has started, or the order is shipped, cancellation may not be possible or may carry a charge for work completed.
10Contact Us
Sang Traash (SMC-Pvt) Ltd.
Email: info@sangtraash.com
Phone / WhatsApp: +92-370-1915809