Refund policy

Refund Policy

Overview

We’re Piedra Studios — two brothers pouring concrete pieces by hand in our small New York workshop. Because concrete is naturally imperfect, every piece will have slight variations in tone, texture, and finish. No two are identical — that’s part of what makes each car a true one-off.

That said: if something arrives broken, incorrect, or far outside our normal quality standard, we’ll make it right.

Processing + Shipping (Important)

Processing time: Please allow 2–3 business days for production/packing before your order ships (longer during holiday peaks and drops).

Shipping time: The shipping method selected at checkout (example: “3–5 business days”) is the carrier’s transit estimate after your package ships. Transit times are not guaranteed and may be delayed due to carrier volume, weather, or holiday congestion.

After shipment: Once your order has shipped, delivery is handled by the carrier. While we’ll always do our best to help with delivery issues, Piedra Studios is not responsible for delays, missed delivery windows, or carrier-related issues after the package has been transferred to the carrier.

Customer responsibilities: Customers are responsible for:

  • monitoring tracking updates and staying informed on delivery progress

  • ensuring someone can receive the package when delivered (or providing safe delivery instructions where possible)

  • entering the correct shipping address at checkout

Incorrect / incomplete address: If an incorrect or incomplete address is provided, the customer is responsible for:

  • covering the cost of reshipping the order (if the package is returned to us), and

  • covering the full cost of a replacement if the original package cannot be recovered/returned

Once your item is marked Delivered by the carrier, responsibility for the package transfers to the customer (but we’ll still help however we can with claims or next steps).

Concrete Finish Disclaimer (Read Before Buying)

Every Piedra Studios piece is handmade and one of a kind. Concrete is a natural material, and small variations in texture and finish are part of the work — they’re what make each car unique.

Because these are hand-poured concrete pieces, you may see:

  • slight color variation (lighter/darker areas)

  • tiny air pockets / surface pores

  • subtle texture differences

  • small edge variation from demolding

  • minor dust/handling marks (can typically be wiped with a dry or slightly damp microfiber cloth)

These characteristics are normal and are not considered defects. Product photos are representative, not exact.

What we DO consider a problem: major cracks, broken pieces, severe chips, incorrect item, or damage that meaningfully changes the look of the piece beyond normal concrete variation.

Before ordering: Please review all product photos, descriptions, dimensions, and weights carefully before purchasing.

Cancellations

Orders may be canceled within 24 hours of purchase.

After 24 hours, your order may already be in production/packing and cannot be canceled.

Returns (Non-Damaged Items)

We accept returns on non-custom, non-personalized items within 7 days of delivery if:

  • the item is unused and in the same condition you received it

  • it’s returned in original packaging with protective materials

  • you include your order number / proof of purchase

Return shipping: Return shipping costs are the customer’s responsibility for non-damaged returns.

For convenience, we can provide a return label. If we do, the label cost will be deducted from your refund.

Important: Returns requested after 7 days of delivery may not be accepted.

Exchanges (Same Product Only)

We offer exchanges on non-custom, non-personalized items within 7 days of delivery, with one important note:

Exchanges are only available for the same product (example: Porsche 911 → Porsche 911). We do not offer exchanges from one model to a different model.

To qualify:

  • the item must be unused and in the same condition you received it

  • it must be returned in original packaging with protective materials

  • you must include your order number / proof of purchase

Exchange shipping: Customers are responsible for all shipping costs related to exchanges, including:

  • shipping the original item back to us, and

  • shipping the replacement item to you

For convenience, we can provide shipping labels for exchanges. If we do, the label costs will be charged to the customer (or deducted/collected before the replacement ships).

Exchanges are subject to product availability. If the same product isn’t available, we can offer a refund once the return is received and inspected.

Damages + Issues (Our Priority)

If your item arrives damaged, incorrect, or broken, contact us within 7 days of delivery at PiedraStudios@gmail.com.

To help us resolve it quickly, include:

  1. your order number

  2. a brief description of the issue

  3. clear photos of:

  • the item (close-up + full view)

  • the packaging (inside + outside)

  • the shipping label on the box

Once verified, we’ll offer one of the following (depending on the situation):

  • replacement (when available), or

  • full refund, or

  • partial refund / store credit (for minor damage that you’re happy to keep)

If the issue is confirmed as our error (damage in transit, wrong item, etc.), we’ll cover the cost of return shipping if a return is needed.

Missing Items

If you believe something is missing from your order, please:

  1. review your order confirmation and tracking details, and

  2. check the carrier tracking updates (some packages are marked delivered before the final handoff)

If you still believe an item is missing, email us within 7 days of delivery at PiedraStudios@gmail.com with your order number and a quick description. We can assist by providing documentation and information needed to support a carrier claim or investigation.

If the issue is caused by an incorrect or incomplete address entered at checkout, the customer is responsible for all replacement and reshipment costs.

Refunds

Once your return is received and inspected, we’ll notify you of approval status.

If approved, refunds are issued to your original payment method. Timing depends on your bank/card, but typically posts within 5–10 business days after approval.

Original shipping charges are non-refundable unless the return is due to our error (wrong item) or verified damage.

Non-Returnable Items

The following are non-refundable and non-returnable:

  • custom / personalized orders

  • items marked final sale

  • gift cards

  • any item returned with damage not related to shipping/production (ex: damage from drops, mishandling, or improper repackaging)

Lost Packages / Delivery Issues

If tracking shows “Delivered” but you don’t have the package:

  • check around your delivery area (porch, mailbox, side door)

  • ask neighbors/building staff

  • contact the carrier with your tracking number

We can provide documentation to support a carrier claim, but replacements/refunds for marked-delivered packages are handled case-by-case.

How To Start a Return, Exchange, or Claim

Email us at PiedraStudios@gmail.com with:

  • subject line: Return Request — Order #____, Exchange Request — Order #____, Damage Claim — Order #____, or Missing Item — Order #____

  • include photos (if relevant) + a quick explanation

We’ll reply with next steps.

Thank You

We truly appreciate your understanding and support of handmade work. Every order helps keep our small workshop running — and helps us keep building the office garage, one concrete car at a time.