Refund Policy

Eligible refund requests must be submitted within thirty (30) calendar days of the relevant transaction or project milestone, as described in this policy. For deposits, the window begins on the date the deposit is received. For completed projects, the window begins on the date of substantial project completion, as documented in your final invoice or completion notice.

Requests received after the 30-day window has closed will not be eligible for a refund, though we remain committed to addressing any legitimate workmanship concerns under your project warranty.

You may be entitled to a full or partial refund when one or more of the following conditions are met:

• You cancel a project in writing within 30 days of paying a deposit and before any materials have been ordered, fabricated, or delivered.
• Work has not yet commenced on your project at the time of cancellation.
• A qualifying workmanship defect is reported within the refund window and we are unable to remedy it through reasonable corrective work.
• We are unable to perform the contracted services due to circumstances within our control.

Where work has partially progressed or materials have been committed, refunds will be calculated on a pro-rata basis, reflecting the value of labor performed and materials consumed or ordered up to the cancellation date.

Deposits secure your place in our project schedule and allow us to reserve crews and order materials. Their refundability depends on timing:

• Full deposit refund: requested within 30 days and before materials are ordered or work begins.
• Partial deposit refund: deposit less any non-recoverable material, restocking, fabrication, or design costs already incurred.
• No deposit refund: once a significant portion of materials has been custom-fabricated or installation has begun.

Due to the custom nature of masonry and hardscaping, the following are non-refundable once incurred:

• Custom-cut, special-order, or special-fabricated stone, brick, and veneer materials.
• Materials already delivered to the job site or installed.
• Completed labor and any portion of work that has been performed.
• Design, engineering, surveying, and consultation fees.
• Permit fees, inspection fees, and other third-party or governmental charges.
• Restocking fees charged to us by suppliers for returned materials.

Once installation has begun, refunds are limited to the unearned portion of your payment. We will provide an itemized accounting of labor completed and materials used so that any refundable balance is transparent and clearly documented. Payments tied to completed, inspected, or accepted work are not refundable.

Your satisfaction is our priority. If you are dissatisfied with the quality of completed work, please notify us promptly and before requesting a refund. We are committed to resolving qualifying workmanship issues and will make reasonable efforts to correct them at no additional cost. A refund will be considered only if a legitimate defect cannot be reasonably remedied.

To request a refund, please contact us within the 30-day window and include the information below:

• Your full name and the address where work was performed.
• Your invoice or project reference number.
• The date of your deposit or project completion.
• A clear description of the reason for your refund request.

Submitting Your Request

Email info@12stonemasonry.com or call +1 (980) 452-6406. We will acknowledge your request within 3 business days and complete our review within 10 business days.

Approved refunds are processed within 14 business days of approval and issued to the original payment method whenever possible. Depending on your bank or card issuer, it may take additional time for the credit to appear on your statement.

If you have any questions about this Refund Policy, please reach out to us at info@12stonemasonry.com or +1 (980) 452-6406. We are happy to walk you through how this policy applies to your specific project.