Refund Policy

Last updated: 22 May 2025

1. Overview

This Refund Policy explains how and when you may cancel an order, return goods and receive a refund from Xiamen Daya Import & Export Co., Ltd. ("Daya Stone", "we", "our", "us"). It applies to purchases made directly through our website dayastone.com and to offline orders confirmed in writing that reference this policy.

The policy has been drafted to meet the requirements of:

EU and EEA consumer legislation, including Directive 2011/83/EU on Consumer Rights, Directive (EU) 2019/771 on the Sale of Goods, and Regulation 524/2013 on Online Dispute Resolution (ODR); and
People’s Republic of China law, including the PRC E‑commerce Law (2019), the PRC Consumer Rights Protection Law (2020 revision) and relevant provisions of the PRC Civil Code. Where the two legal systems differ, we will always provide you with the higher level of consumer protection that is mandatory in your place of residence.

2. Your Statutory Right of Withdrawal (EU / EEA Consumers)

If you are a consumer residing in the EU or EEA, you have the right to withdraw from your contract with us within 14 calendar days without giving any reason.

Cooling‑off period: the withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, takes physical possession of the goods.
How to exercise: send us a clear statement (e.g. by e‑mail) that you wish to withdraw, or use the model withdrawal form at the end of this policy. We will acknowledge receipt without undue delay.
Return of goods: you must dispatch the goods back to the address given in Section 9 no later than 14 days from the day on which you notify us of the withdrawal.
Costs: you will bear the direct cost of returning the goods unless they are faulty or not as described.
Refunds: we will reimburse all payments received from you, including the cost of standard delivery, within 14 days of (a) receiving the goods back, or (b) receiving evidence that you have sent them back—whichever is earlier. Refunds are made using the same means of payment you used for the original transaction, unless you expressly agree otherwise.

3. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

Custom‑made or clearly personalised products – for example, stone items cut, tumbled, antiqued or otherwise processed to your specification, or produced in bespoke dimensions, colours or finishes.
Products that are inseparably mixed with other items after delivery.
Goods which, after delivery, are inherently prone to deterioration or damage if unsealed (e.g. stone care chemicals). These exceptions also apply under Article 18 of the PRC E‑commerce Law.

4. Quality Issues, Defects & Shortages

If the goods you receive are damaged, defective or not in conformity with the contract, you benefit from statutory remedies under EU and PRC law:

Notification: please contact us within 48 hours of delivery, attaching dated photographs and your order number.
Remedies: where a defect is verified, we will—at your choice—repair the product, replace it at no extra cost, or provide a price reduction or full refund. We may ask you to return the goods or to safely dispose of them; all reasonable return costs will be borne by us.
Time limits: EU consumers have a minimum two‑year legal guarantee period; Chinese consumers have a reasonable period, but no less than two years for durable goods.

5. Returns from Non‑EU / Non‑EEA Customers

Customers outside the EU/EEA who are consumers enjoy equivalent cancellation rights under PRC Consumer Law: a 7‑day unconditional right of return for online purchases, except where excluded by law (e.g. custom‑made goods). Business customers (B2B) are not entitled to withdraw without cause but may rely on contractual warranties agreed with us in writing.

6. Condition of Returned Goods

Returned items must be unused, in the same condition in which you received them, and where possible in the original packaging or equivalent secure packaging. You remain responsible for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

7. Refund Processing Times

We issue refunds promptly and no later than the statutory deadlines. Depending on your payment provider, it may take additional working days for the credit to appear in your account.

8. International Logistics & Risk of Loss

Unless otherwise agreed in an individual contract or Proforma Invoice, all international shipments follow the Incoterms® rule stated on our order confirmation (usually FOB XIAMEN or CIF named port). Risk passes to you in accordance with the chosen rule. If a parcel is lost in transit before risk passes, we will issue a replacement or refund at our discretion.

9. How to Return Products

Email info@dayastone.com to obtain a Return Merchandise Authorisation (RMA) number.
Securely pack the goods, clearly marking the RMA number on the outer carton.
Ship to:

Returns Department – Daya Stone
Unit 18C‑A, No.258 Dongdu Road
Huli District, Xiamen City, Fujian Province 361006
P. R. China
Keep proof of dispatch until we confirm receipt.

10. Governing Law & Dispute Resolution

EU/EEA Consumers: You may bring legal proceedings in the courts of the Member State where you reside. You may also use the European Commission’s ODR platform (ec.europa.eu/odr) to seek an out‑of‑court settlement.
Other Customers: This policy and any contract between you and us are governed by PRC law. Disputes shall be submitted to the people’s courts of Xiamen, Fujian, or, by mutual agreement, to the China International Economic and Trade Arbitration Commission (CIETAC) Xiamen Sub‑Commission.

11. Contact Us

For any questions about returns or refunds, please contact our Customer Service team:
Tel: +86‑592‑5631310
Email: info@dayastone.com
Business hours: Mon–Fri 09:00‑18:00 (CST, UTC+8)

Model Withdrawal Form (EU / EEA only)

(Complete and return this form only if you wish to withdraw from the contract)

— To: Xiamen Daya Import & Export Co., Ltd., Unit 18C‑A 258 Dongdu Road, Huli District, Xiamen City 361006, Fujian, P. R. China, Email: info@dayastone.com
— I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods () — Ordered on ()/received on ()
— Name of consumer(s)
— Address of consumer(s)
— Signature of consumer(s) (only if this form is notified on paper)
— Date
(*) Delete as appropriate.

This policy does not limit any mandatory rights you may have under applicable law, and is subject to revision without prior notice. The version in force at the time of your order will apply to that order.