Refund policy

Returns & Refunds

Last updated: November 10, 2026

We want you to love your piece. This policy explains what happens if something is wrong with your order or if you change your mind. It applies to orders delivered in the United States and in Singapore. Nothing in this policy limits the rights you have under the consumer laws where you live.

1. Damaged, not working or wrong item

If your order arrives damaged (for example chipped, cracked or broken), does not work, or is not what you ordered, please email support@sassolume.com within 7 days of delivery with your order number and photos of the item and the packaging. We will send a free replacement or a full refund to your original payment method. You do not need to send anything back unless we ask you to, and if we do, we will pay for the return shipping. If you notice damage later, please still contact us. We will review every case fairly.

2. Your legal rights for faulty items

Customers in Singapore: under the Consumer Protection (Fair Trading) Act (the "lemon law"), goods that do not conform to the contract at the time of delivery entitle you to request a repair or replacement and, where that is not possible or reasonable, a price reduction or a refund. A defect that appears within 6 months of delivery is presumed to have existed at delivery unless shown otherwise. To make a claim, email us with your order number, a short description and a photo or video. Faults caused by accidents, misuse, drops, water exposure, modification or installation that does not follow the instructions are not covered.

Customers in the United States: you may also have implied warranty rights under the law of your state. This policy does not limit them.

3. Changed your mind

  • Before shipping: you can cancel any time before your order ships for a full refund. Orders are processed quickly, so please email us as soon as possible.
  • After delivery: you can return an item within 14 days of delivery. It must be unused, undamaged and in its original packaging.
  • How: email us first with your order number. We will reply with the return address and instructions. Returns may need to be shipped internationally.
  • Cost: return shipping is paid by the customer. We recommend a tracked service, because we cannot refund a return that does not reach us.
  • Refund: once the return arrives and is checked, we refund the price you paid for the item. Any shipping fee you paid on the original order is not refunded for change-of-mind returns.
  • Bundle discounts: if you return part of an order that received a "Bundle & save" discount, we refund the amount you actually paid for the returned item after the discount.
  • Cannot be returned for change of mind: hardwired light fixtures that have been installed, and items that have been used, damaged after delivery, or are not in their original packaging.

4. Natural stone

Every piece is cut from natural stone, so color, veining, pattern and translucency differ from the photos and from piece to piece. Natural variation, small pits and fine natural fissures are part of the material and are not defects. Chips, cracks and breakage are damage, and section 1 applies.

5. Refund timing

We process approved refunds within 5 business days. Your bank or payment provider then usually takes 5–10 business days to show the refund. Refunds go to your original payment method in Singapore dollars (SGD). For customers outside the US, the amount that reaches you may differ slightly because of exchange rates or your bank's fees, which we do not control.

6. Lost or late orders

If your order is lost, returned to us, or does not arrive, see the "Lost, late or undelivered orders" section of our Shipping Policy.

7. Before opening a dispute

If something is wrong, please email us first. We answer within 1–2 business days and can usually resolve things faster than a card or PayPal dispute. This does not affect your right to contact your bank or payment provider.

8. Contact

Email support@sassolume.com, Monday to Friday. We reply within 1–2 business days.