Refund & Warranty Policy
Last updated: October 2025
1. General Terms
This Refund & Warranty Policy applies to all orders placed with SKELO Tiles through https://skelotile.com. We value long-term business relationships and strive to provide every global client with defect-free, durable, and consistent-quality sintered stone slabs. By confirming your order, you acknowledge and agree to this policy.
2. Refund Eligibility
Due to the custom-manufactured and heavy nature of sintered stone slabs, refunds are only applicable under the following verified conditions:
- Manufacturing defects confirmed by SKELO’s quality team before shipment.
- Incorrect product specifications (e.g., color, size, or finish) caused by our production error.
- Cancellation prior to production, if no costs have been incurred.
Refunds cannot be issued for:
- Products damaged during installation or improper handling.
- Variations in natural texture, tone, or shade (a normal feature of stone surfaces).
- Delays caused by freight forwarders, customs, or external logistics partners.
3. Refund Process
If eligible, the refund process follows these steps:
- Submit a written claim within 7 days of receiving the goods.
- Include detailed photos, invoice number, and packing information.
- Our quality team will evaluate and confirm the case.
- Approved refunds will be processed within 15 business days via the original payment method or as a credit toward your next order.
4. Warranty Coverage
SKELO Tiles provides a 1-year limited warranty from the date of shipment, covering:
- Structural defects or delamination caused by manufacturing issues.
- Surface inconsistencies that significantly affect functionality or appearance.
This warranty does not cover:
- Damage from improper cutting, installation, or maintenance.
- Use in environments outside design specifications (e.g., extreme temperatures).
- Third-party modifications or chemical treatments.
5. Claim Procedure
To make a warranty claim:
- Notify our support team within 7 days of discovering the issue.
- Provide order details, photos, and a description of the defect.
- After assessment, SKELO may offer replacement slabs, partial refunds, or store credit as the resolution.
6. Limitation of Liability
SKELO’s liability is limited strictly to the replacement or refund of the defective material value. We are not responsible for:
- Installation costs, labor, or consequential damages.
- Indirect loss arising from shipping delays or third-party services.
7. Contact Information
For refund or warranty inquiries, please contact: 
shengkailuoyan@gmail.com
Monday–Friday, 9:00–18:00 (GMT+8)
