Returns & Exchanges

We understand that finding your perfect thermal heritage match is important. Our return policy reflects that commitment.

30-Day Window
Full return period for thermal evaluation

You have 30 days from delivery to ensure your stone's thermal heritage aligns with your pioneer spirit.

Easy Exchanges
Switch between stone types seamlessly

Upgrade from Heritage Granite to Premium Soapstone, or find the perfect thermal match for your needs.

Full Refunds
Complete satisfaction guarantee

If we can't find your perfect thermal heritage match, receive a full refund including shipping.

Return Conditions

Acceptable Conditions:

  • • Stone shows normal thermal testing wear
  • • Minor surface patina from use
  • • Original packaging not required
  • • Heritage certificate included
  • • Stone ID number intact

Required for Return:

  • • Original purchase receipt
  • • Stone ID number (SS-1849-XXXX)
  • • Return authorization number
  • • Reason for return
  • • Preferred resolution
Non-Returnable Items

Damaged Stones:

  • • Cracked or chipped stones
  • • Thermal shock damage
  • • Chemical damage from cleaners
  • • Physical impact damage

Customized Items:

  • • Heritage etched stones
  • • Custom engraved stones
  • • Personalized certificates
  • • Special order stones
Return Process
Simple steps to return your stone

Step-by-Step Process:

1
Contact Our Return Team

Call 1-849-RETURNS or email returns@sutterstone.com with your stone ID and reason for return.

2
Receive Return Authorization

We'll provide a return authorization number and prepaid shipping label within 24 hours.

3
Package Your Stone

Securely package your stone with the heritage certificate and return authorization.

4
Ship & Track

Use our prepaid label and track your return. We'll confirm receipt within 2 business days.

5
Receive Resolution

Refunds processed within 5-7 business days. Exchanges shipped within 3 business days.

Exchange Options
Find your perfect thermal heritage match

Upgrade Exchanges:

  • • Heritage Granite → Premium Soapstone
  • • Standard → Lease & Legacy Service
  • • Individual Stone → Trail Kit
  • • Pay difference + shipping

Even Exchanges:

  • • Different stone from same collection
  • • Alternative thermal characteristics
  • • Different heritage site origin
  • • No additional cost