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 piece 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

Processing time: Standard models are poured to order and typically ship within 2–3 business days. Orders with custom engraving, color selections, gift wrapping, or multiple customizations may require additional business days for preparation depending on the level of customization.

Processing times may also be extended during holiday periods, product drops, or unusually high order volume.

Shipping time: The shipping method shown at checkout, such as “3–5 business days,” refers to the carrier’s estimated transit time after your order ships. Transit times are not guaranteed and may be affected by carrier volume, weather, holidays, or other delays outside our control.

Free U.S. shipping: Free standard shipping is included on all U.S. orders.

Tracking: Tracking information will be provided once your order ships.

After Shipment

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

Customers are responsible for:

Monitoring tracking updates and delivery progress
Making arrangements to receive the package or providing safe delivery instructions where available
Providing a complete and accurate shipping address at checkout

Incorrect or Incomplete Addresses

If an incorrect or incomplete address is entered at checkout, the customer is responsible for:

The cost of reshipping the order if the package is returned to us
The cost of replacing the order if the original package cannot be recovered or returned

Once an order is marked Delivered by the carrier, responsibility for the package transfers to the customer. We’ll still do our best to assist with carrier claims or next steps when possible.

Concrete Finish Disclaimer

Every Piedra Studios piece is handmade and one of a kind. Concrete is a natural material, so slight variations in texture, color, and finish are an expected part of the piece rather than a defect.

You may see:

Slight color variation, including lighter or darker areas
Tiny air pockets or surface pores
Subtle texture differences
Small edge variations from demolding
Minor dust or handling marks that can typically be removed with a dry or slightly damp microfiber cloth

These characteristics are normal and are not considered defects. Product photography is representative of the overall design and finish, but the exact piece you receive will naturally vary.

We consider the following potential product issues:

Major cracks
Broken pieces
Severe chips
Incorrect items
Damage that meaningfully changes the appearance or integrity of the piece beyond normal concrete variation

Please review product photos, descriptions, dimensions, weights, colors, and customization selections carefully before placing your order.

For additional guidance on safely handling and maintaining your sculpture, view our Care & Maintenance Guide .

Cancellations

Orders may be canceled within 24 hours of purchase.

After 24 hours, your order may already be in production, customization, or packing and may no longer be eligible for cancellation.

Because engraved and personalized pieces are made specifically for your order, cancellation may not be possible once customization has begun.

Returns

We accept returns on eligible non-custom and non-personalized items within 7 days of delivery.

To qualify for a return:

The item must be unused and in the same condition in which it was received
The item must be returned in its original packaging with all protective materials
Your order number or proof of purchase must be included

Return shipping: Customers are responsible for return shipping costs for returns that are not related to damage or an error by Piedra Studios.

Return labels: For convenience, we can provide a return label. If we provide one, the cost of the label will be deducted from your refund.

Return requests submitted more than 7 days after delivery may not be accepted.

Custom or personalized items, including pieces with custom engraving, are not eligible for standard returns.

Items from the Naturally Imperfect Collection are final sale and are not eligible for returns, refunds, or exchanges.

Exchanges

We offer exchanges on eligible non-custom, non-personalized items within 7 days of delivery.

Exchanges are only available for the same product.

For 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 in which it was received
The item must be returned in its original packaging with protective materials
Your order number or proof of purchase must be included

Exchange Shipping

Customers are responsible for all shipping costs associated with an exchange, including:

Shipping the original item back to Piedra Studios
Shipping the replacement item to the customer

For convenience, we can provide shipping labels. Any applicable label costs must be paid by the customer before the replacement is shipped.

Exchanges are subject to product availability. If the same product is unavailable, we can issue a refund once the original item has been received and inspected.

Custom or personalized pieces are not eligible for exchanges.

Items from the Naturally Imperfect Collection are final sale and are not eligible for exchanges.

Damages + Issues

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

To help us resolve the issue quickly, include:

Your order number
A brief description of the issue
Clear close-up and full-view photos of the item
Clear photos of the packaging, both inside and outside
A clear photo of the shipping label on the package

Once the issue has been reviewed and verified, we may offer one of the following depending on the situation:

A replacement, when available
A full refund
A partial refund or store credit for minor damage if you choose to keep the piece

If the issue is confirmed to be our error, such as receiving the wrong item or verified damage in transit, Piedra Studios will cover return shipping if a return is required.

Damage that occurs after delivery because of drops, mishandling, improper storage, or other customer-caused damage is not considered a manufacturing defect.

Naturally Imperfect Collection

Pieces from our Naturally Imperfect Collection are intentionally offered with visible cosmetic imperfections and are sold as-is.

Pieces are selected at random from available inventory and may include:

Air bubbles
Small cracks
Chipped areas
Uneven texture
Color variation
Mold marks
Stains
Other visible casting or cosmetic imperfections

These characteristics are disclosed as part of the collection and are not considered damage, defects, or grounds for a refund, return, or exchange.

Missing Items

If you believe something is missing from your order:

Review your order confirmation and tracking information.
Check the carrier’s latest tracking updates, as some packages may be marked delivered shortly before the final handoff.
If something is still missing, contact us within 7 days of delivery at PiedraStudios@gmail.com with your order number and a brief description of what is missing.

We can provide documentation and information needed to assist with a carrier claim or investigation when applicable.

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

Refunds

Once your return is received and inspected, we’ll notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Depending on your bank or card provider, refunds typically appear within 5–10 business days after approval.

Original shipping charges, when applicable, are non-refundable unless the return is the result of an error by Piedra Studios, such as receiving the wrong item or verified shipping damage.

Non-Returnable Items

The following items are not eligible for standard returns or refunds:

Custom or personalized orders, including custom engraving
Items marked final sale
Items from the Naturally Imperfect Collection
Gift cards
Items damaged after delivery due to drops, mishandling, improper care, or improper repackaging

Lost Packages + Delivery Issues

If tracking shows Delivered, but you cannot locate your package:

Check around the delivery area, including your porch, mailbox, side door, garage, or other common delivery locations
Ask neighbors, building staff, or household members
Contact the carrier directly using your tracking number

Piedra Studios can provide available documentation to assist with a carrier claim or investigation.

Replacement or refund requests for packages marked Delivered are reviewed on a case-by-case basis.

How to Start a Return, Exchange, or Claim

Email PiedraStudios@gmail.com using the appropriate subject line:

Return Request: Order #____

Exchange Request: Order #____

Damage Claim: Order #____

Missing Item: Order #____

Include a brief explanation of the request and any relevant photos.

We’ll reply with next steps.

Thank You

We truly appreciate your understanding and support of handmade work. Every Piedra Studios piece is poured, finished, packed, and inspected with care, and every order helps us continue building what comes next, one concrete piece at a time.