Refund policy
Atelier Earthmade is a trading name of Sapiens Holding Inc, a California corporation (entity number 5821228), 1402 N Beverly Glen Blvd, Los Angeles, CA 90077. Sapiens Holding Inc is the seller under this policy.
Atelier Earthmade vessels are made to order. Each piece is cut from a single block of natural stone selected for your commission after your payment clears, and cannot be resold as stock. For that reason all sales are final, subject to the cancellation window below and to your statutory rights.
Three-day hold. When you purchase, your order is held for three days while we assess the logistics for your address — access, floor level, whether rigging is required, and the delivery route — and confirm that plan to you in writing. Nothing is ordered and no block is committed to the workshop during this window.
Cancellation runs both ways. Within 72 hours of your payment clearing, either of us may cancel. You may cancel for any reason at all, by replying to your order confirmation or writing to atelier@atelierearthmade.com. We may cancel if the workshop or the logistics for your address cannot be confirmed. In either case you are refunded in full. The three-day logistics hold and this cancellation window are the same window, not two. After 72 hours your block is bought and committed and cutting begins, and the commission cannot be cancelled or refunded, unless we agree otherwise with you in writing by email.
Damage in transit — you must refuse the delivery. Every vessel is insured in transit, with the sum insured stated in writing on your order, for the whole journey. Your piece is delivered crated to your ground-floor threshold. Inspect the crate and the piece before you sign.
If the piece arrives damaged, you must refuse the delivery. Do not accept it and do not sign for it. Refusal is the event that permits the transit insurance claim and the case against the carrier. If a damaged piece is accepted and signed for, that route closes and the claim becomes very difficult to make. Note the damage on the carrier’s paperwork, photograph what you can, and tell us the same day. We handle the claim with the insurer and the carrier, and you deal only with us; your replacement or refund follows from that claim.
Natural variation is not a fault. Colour, veining, translucency, natural fissures and inclusions differ from block to block and will differ from every photograph shown. These are characteristics of natural stone, not defects.
No structural guarantee. Atelier Earthmade does not offer its own structural guarantee on the stone after delivery. Where the workshop that made your piece provides a manufacturer’s warranty, we pass it through to you in writing on that workshop’s terms. These vary by workshop and some offer none at all, so we will tell you exactly what applies to your vessel before you buy.
Installation. Delivery is to the ground-floor threshold. Rigging, craning, stair carries and plumbing are not included and are carried out by your own licensed installer. Damage caused by moving, installing or connecting the piece is not covered.
Faulty or not as described. Nothing in this policy affects your statutory rights if a piece arrives late, damaged, faulty or not as described.