At STONIQUE, we aim to process orders efficiently while providing our customers with reasonable flexibility to cancel an order before processing or production begins. Please review the following policy before placing your order.

1. Cancellation of Custom, Made-to-Order and Personalized Products

Cancellation requests for custom, made-to-order, personalized, modified, or specially procured products may be accepted only before manufacturing, fabrication, customization, or other production-related work has commenced.

Once manufacturing, fabrication, customization, or production has started, the order cannot be cancelled, as the product is being prepared or manufactured according to the customer's specific requirements.

2. Standard Products

For standard, ready-made, and non-customized products, cancellation requests submitted before dispatch or delivery processing begins may be accepted, subject to the current status of the order.

Cancellation requests received after processing has started will be reviewed based on the current status of the order.

Cancellation may not be possible if the order has already been dispatched, delivery arrangements have already been scheduled, the product has entered the final fulfillment or logistics stage, or procurement, preparation, transportation, or other order-related services have already commenced.

Where cancellation is approved after processing has begun, STONIQUE may deduct applicable costs already incurred in connection with the order.

3. Early Delivery Requests

If a customer requests delivery earlier than the originally communicated delivery timeframe, STONIQUE may begin preparation, procurement, production, scheduling, or logistics arrangements earlier than usual.

As a result, cancellation options may become limited depending on the stage of the order when the cancellation request is received.

Each request will be reviewed individually based on the order status.

4. Orders Scheduled for Delivery

Once an order has been dispatched or entered the final delivery or installation stage, cancellation may no longer be possible.

Where transportation, delivery, installation, handling, or third-party logistics costs have already been incurred, applicable charges may be deducted from any approved refund.

5. Cancellation of Orders Already in Production

Orders for which manufacturing, production, fabrication, or customization has already commenced cannot be cancelled. Once work on the product has started, the order becomes non-cancellable, particularly for custom-made, made-to-order, or customer-specific products.

6. Refunds for Approved Cancellations

Where a cancellation request is approved and a refund is applicable, STONIQUE will process the refund through the original payment method, where reasonably possible.

The time required for the refund to appear in the customer's account may vary depending on the customer's bank or payment provider.

Any applicable production, customization, procurement, transportation, delivery, installation, payment processing, or other costs already incurred may be deducted from the refund where applicable.

7. Cancellation Request Process

To request an order cancellation, customers should contact STONIQUE Customer Care as soon as possible and provide the order number, customer name, contact details, product details, and reason for cancellation.

Cancellation requests should be submitted through the official contact details provided on the STONIQUE website.

Submitting a cancellation request does not automatically guarantee cancellation. STONIQUE will review the order status and confirm whether the cancellation can be accepted.

8. Non-Cancellable Orders

STONIQUE may decline a cancellation request where production or customization has already commenced, the product has already been dispatched, delivery or installation arrangements have been finalized, the product has been specially procured for the customer, costs or services associated with fulfilling the order have already been incurred, or the order is otherwise subject to specific cancellation terms communicated to the customer at the time of purchase.

9. Contact Us

For cancellation requests or questions regarding an order, please contact STONIQUE Customer Care through the contact details below.

Customer Support Phone: +971 65344970
WhatsApp: +971 566966672
Email: info@najmatkashmeer.com
Showroom / Warehouse Address: Industrial Area 15, Sharjah, United Arab Emirates
Working Hours: Monday to Saturday, 9:00 AM – 6:00 PM (Closed Sundays / Public Holidays)