Returns & Refunds Policy
Only Element Ltd. | Custom-Manufactured Natural Stone Products
1. Made-to-Order Products
Only Element supplies natural stone products manufactured according to individually agreed customer requirements, including sculptures, architectural elements, infrastructure products, furniture and other granite, marble and basalt products.
Images, designs and indicative prices displayed on our website serve as references. Actual product specifications, including material, dimensions, geometry, finish and quantity, are agreed individually before production.
2. Cancellations and Change-of-Mind Returns
Only Element does not offer voluntary returns, exchanges or cancellations for change of mind.
For products genuinely manufactured to a customer's individual specifications or clearly personalized, the statutory 14-day consumer right of withdrawal does not apply under Article 16(c) of Directive 2011/83/EU.
Where an order does not qualify for this legal exception, any applicable mandatory withdrawal rights remain unaffected.
Following order confirmation, cancellations or modifications require written agreement with Only Element, subject to the sales contract and applicable law.
3. Damaged, Defective or Non-Conforming Products
Only Element accepts claims for products that:
Are damaged where Only Element bears responsibility under the contract or applicable law.
Have manufacturing or material defects.
Fail to meet agreed specifications, approved production references or contractual requirements.
Otherwise fail to conform to applicable legal requirements.
Claims are assessed against the agreed order specifications and applicable law.
Depending on the circumstances, remedies may include repair, replacement, a proportionate price reduction or refund.
For consumer purchases, the customer retains the statutory choice between repair and replacement, subject to applicable rules on impossibility and disproportionate costs. Other statutory remedies remain available where legally required.
4. Natural Stone Characteristics and Approved Designs
Natural stone may exhibit variations in colour, veining, texture and mineral structure.
Such variations are not automatically defects. Product conformity is assessed against agreed material specifications, approved references, disclosed natural characteristics and applicable legal requirements.
Customer approval of designs, drawings, models, samples or production references establishes the agreed production requirements but does not exclude statutory rights concerning defects or non-conformity.
5. Reporting Claims
Customers should contact info@onlyelement.eu promptly after discovering damage, defects or non-conformity.
Please provide the order reference, a description of the issue and available photographs or videos. For transport-related damage, photographs of the packaging and delivery condition are recommended.
Visible shipping damage should be documented upon delivery whenever reasonably possible.
These recommendations do not restrict mandatory statutory rights.
Consumer complaints will be examined free of charge, with a reasoned written response provided within 14 calendar days of receipt.
6. Product Returns and Collection
Due to the weight, dimensions and fragile nature of many natural stone products, necessary returns, collections, repairs or replacements will be coordinated individually.
Customers should contact Only Element before arranging transportation of a product subject to a claim.
For consumer purchases, legally required remedies and associated collection, transport or other necessary costs will be handled in accordance with applicable consumer law.
For business purchases, transport responsibilities, delivery risk and remedies are governed by the agreed contract and applicable law.
7. Refunds
Only Element does not offer discretionary refunds for change of mind.
Where a refund is required under applicable law or agreed contractual terms, it will be processed without undue delay, within the legally applicable timeframe and subject to any lawful return or collection requirements.
Refunds will normally be made through the original payment method unless otherwise agreed and permitted by law.
8. Business-to-Business Orders
For business customers, order confirmation, cancellation, acceptance, defect claims, liability and remedies are governed by the agreed sales contract and applicable law.
No voluntary returns or exchanges are accepted unless expressly agreed in writing.
9. Statutory Consumer Rights
Nothing in this policy restricts mandatory consumer rights, including applicable statutory conformity guarantees, remedies and withdrawal rights.
Where applicable, consumers benefit from the statutory two-year conformity guarantee and any legally required extension following repair.
10. Company Information
Only Element Ltd.
Company registration number: 301792882
VAT number: LT100017645519
13 Krokuvos Street, Vilnius, LT-09314, Lithuania
Email: info@onlyelement.eu
Website: https://www.onlyelement.eu