Oak & Stone Living
Return & Refund Policy
Effective Date: October 7, 2026
At Oak & Stone Living, we want you to feel confident when purchasing from us. Because we work with manufacturers and distribution partners, return and refund procedures can vary depending on how a product is fulfilled.
Our goal is to make the process as straightforward as possible. If you need to cancel an order, request a return, report a damaged or defective product, or have a question about a refund, please contact Oak & Stone Living before taking action.
The policies below explain our general procedures, followed by specific requirements for products handled directly through certain manufacturers.
Table of Contents
1. Our Return Policy
Oak & Stone Living accepts eligible returns according to the applicable terms for the product.
Before returning any product, you must contact Oak & Stone Living and receive return instructions. Do not ship a product back to a manufacturer, distributor, or other location unless Oak & Stone Living has provided return instructions.
Return eligibility may depend on:
2. Before You Return a Product
Please contact Oak & Stone Living before returning any product.
When contacting us, please provide:
We will review the request and provide the applicable return instructions.
Do not send a return directly to a manufacturer or distributor unless Oak & Stone Living has instructed you to do so.
Unauthorized returns may be refused or may not qualify for a refund.
3. Order Cancellations
Customers may request to cancel an order within 48 hours of placing the order.
Cancellation requests should be submitted to Oak & Stone Living as soon as possible. Because many of our products are fulfilled directly by manufacturers and distribution partners, orders may enter processing or fulfillment shortly after purchase.
Once an order has been processed, shipped, or otherwise entered fulfillment, cancellation may no longer be possible. In these situations, the order may instead be subject to the applicable return policy, including any applicable shipping, restocking, or other permitted fees.
A cancellation request is not considered confirmed until Oak & Stone Living acknowledges the cancellation.
Certain products may have a shorter manufacturer-specific cancellation period, as stated in the applicable section below.
4. Distributor-Supplied Products
Products fulfilled through Oak & Stone Living's distribution partners generally follow the return standards below.
Return Period
Eligible returns must be requested within 30 days of the applicable shipment or invoice date.
Because distributor return periods may be based on the distributor's invoice or shipment date rather than the customer's delivery date, customers should contact Oak & Stone Living as soon as possible if they wish to return an item.
Return Authorization
A return authorization is required before any distributor-supplied product is returned.
Oak & Stone Living will provide the applicable return instructions after the return request has been reviewed.
Once return authorization has been issued, the product must be returned within the timeframe provided in the return instructions. Unless otherwise stated in the return instructions, approved returns must be shipped within 10 days of authorization.
Condition of Returned Products
To qualify for an eligible return, a product generally must be:
Products that have been used, assembled, damaged, altered, or returned without required components or packaging may not qualify for a refund.
Return Shipping
The customer is responsible for return shipping costs on approved non-defective returns.
Oak & Stone Living will provide return instructions, including the appropriate return location and shipping requirements.
Restocking Fee
Approved non-defective distributor-supplied returns are subject to a 20% restocking fee.
The restocking fee will be deducted from the applicable refund.
Special-Order and Non-Stock Products
Special-order, custom, and certain non-stock products may not be eligible for return.
Any applicable return restrictions will be communicated before fulfillment when known.
Refunds for Distributor-Supplied Products
Approved refunds are generally issued to the original payment method after the returned product has been received and inspected, where inspection is required.
The refund may be reduced by applicable:
5. Manufacturer-Specific Return Terms
Certain products are fulfilled directly through manufacturers that maintain their own return procedures. The manufacturer-specific terms below apply to those products.
5.1 Arteflame
Arteflame products are subject to the following return requirements.
Return Eligibility
Eligible Arteflame products may be returned within 14 days of purchase if they are:
Used products are not eligible for standard return.
Products that are not returned in their original condition, or that are damaged or missing parts, may qualify for a partial refund at the applicable manufacturer's discretion. A 35% refinishing fee may apply to products that cannot be returned in sellable condition.
Return Authorization
Returns and exchanges require a Return Merchandise Authorization (RMA).
Do not ship an Arteflame product back without return instructions and an RMA. Oak & Stone Living will coordinate the return process and provide the applicable instructions.
Return Shipping
Unless the return is due to an Arteflame error, the customer is responsible for return shipping costs.
For exchanges, the customer may also be responsible for shipping costs associated with the replacement item.
Final Sale Items
Arteflame products purchased through a promotion, sale, discounted-price offer, coupon, or promotional code are final sale and are not eligible for return or exchange.
Shipping Charges and Refunds
Shipping and handling charges are generally non-refundable unless the return is due to an error by Arteflame.
When free or discounted shipping was provided, the applicable shipping cost may be deducted from the refund.
If an order is refused or canceled after shipment, applicable shipping charges may be deducted from the refund.
Cancellations
Arteflame orders may be canceled before shipment.
Once an order has shipped, cancellation is no longer available and the order will be handled under the applicable return policy.
Refused Deliveries
If an Arteflame shipment is refused or a customer fails to accept delivery, applicable shipping charges may be deducted from the refund. A 20% restocking fee may also apply.
Warranty
Arteflame products are covered by a 3-year warranty against manufacturing defects, beginning from the date of purchase by the original customer.
The warranty applies to private, non-commercial use. Commercial use voids the warranty, and the warranty is non-transferable.
Warranty claims require the appropriate return authorization and must follow the applicable return instructions. Shipping costs to and from the Arteflame facility are not covered under the warranty.
Products not manufactured by Arteflame are subject to the applicable original manufacturer's warranty.
5.2 ASMOKE
ASMOKE products are subject to the following return requirements.
Return Eligibility
Eligible ASMOKE products may be returned within 30 days of delivery, provided the product meets the applicable return requirements.
To be eligible for return, the product must be:
Once an ASMOKE grill has been used or assembled, it is no longer eligible for a standard return. Product issues after use or assembly may instead be handled under the applicable ASMOKE warranty.
Return Exclusions
The following ASMOKE products are not eligible for standard returns:
Return Authorization
Contact Oak & Stone Living before returning an ASMOKE product.
Approved returns must be shipped according to the return instructions provided. Returns received after the applicable return deadline may not be eligible for a refund.
Return Shipping and Refunds
Approved refunds will be issued to the original payment method after the returned product has been received and inspected.
Original shipping charges and return shipping costs are non-refundable. Applicable return shipping costs or other permitted fees may be deducted from the refund.
Oak & Stone Living is not responsible for products lost during return transit. Customers should use a trackable shipping service when returning an approved product.
Cancellations
ASMOKE orders may be canceled within 24 hours, provided the order has not yet been processed or shipped.
After 24 hours, cancellation requests may be handled under the applicable ASMOKE return policy, and applicable fees may apply.
6. Refunds
Approved refunds will generally be issued to the original payment method used for the purchase.
The amount refunded may be reduced by applicable:
Refunds are processed after the returned product has been received and, where required, inspected.
Once Oak & Stone Living processes a refund, the time required for the funds to appear in your account depends on your bank, credit-card company, or other payment provider.
7. Damaged, Defective, or Incorrect Products
Customers should inspect their order promptly upon delivery.
If a product arrives damaged, defective, or incorrect, contact Oak & Stone Living as soon as possible and preferably within 48 hours of delivery.
Some manufacturers, distributors, freight carriers, or warranty programs may have shorter or different reporting requirements. Where a different requirement applies, that requirement may affect the available claim or resolution.
Depending on the product and shipping method, you may be asked to provide:
Do not return a damaged, defective, or incorrect product unless Oak & Stone Living provides return instructions.
For freight shipments, customers should follow the inspection and damage-reporting requirements described in our Shipping Policy, including documenting visible damage before accepting/signing for the shipment when applicable.
We will work with the appropriate manufacturer, distributor, and/or carrier to determine the appropriate resolution.
8. Non-Returnable Products
Certain products may not be eligible for standard returns, including:
Where a product has a known return restriction, Oak & Stone Living will communicate that restriction before fulfillment when applicable.
9. Questions About Returns & Refunds
If you have questions about a return, refund, cancellation, damaged product, defective product, or warranty issue, please contact us before taking action.
Oak & Stone Living, LLC
212 N 2nd St, Ste 100
Richmond, KY 40475
United States
Email: support@oakandstoneliv.com
Phone: 502-280-2815
Customer Service Hours:
Monday–Thursday: 8:00 AM–2:00 PM EST
Friday–Sunday: Email Only
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