How do I return an item?
Return Policy
If
for any reason, you are not satisfied with your purchase, you may
return the materials to us within 7 days of delivery. Please obtain a
Return Material Autorization (RMA) number by calling our customer service department directly at 201.706.3448, returns without an RMA number may take significantly longer to process.
Please
note that Marble 'n things doesn’t not accept returns after 7 days of
delivery, or 14 days of invoice date, whichever comes later; and does
not accept any claims once the product has been installed. Therefore,
we strongly recommend that you inspect the contents of your order
carefully and contact us within period stated above to initiate the
return process before starting installation. Please carefully package
all materials in its original packaging. All returned materials are
subject to a 15% re-stocking fee. Shipping costs are not refundable,
and return shipping is customer’s responsibility. Your refund will be
sent to you within one week in the original method of payment once we
receive the return, and verify the condition of the products. Please
note that, any damage not reported within 3 days of the delivery of the
order is customer’s responsibility.
We do not accept returns on samples.
What if the products are damaged during shipping or the wrong product is shipped?
If
you believe that you received the wrong product, please take pictures
and contact us within 3 days of the delivery with the pictures. If we
conclude that it was our mistake, and you really did receive a product
different than you ordered, we will contact you to discuss the best way to
resolve the issue. We can either replace the order, or refund you for
the full amount of your order including shipping. In either case, you
will not incur any additional shipping costs, and we will arrange for
the pick up of the wrong product.
If
we conclude that the product you received is the product you ordered,
we will still contact you to discuss if you want us to process a
regular return of your order. To minimize these kinds of issues, we
strongly encourage you to order a sample before placing a larger order.
Please note that the samples are only small swatches of the products;
and although the sample will be a good representative of the actual
material you will receive, variations in the colors and patterns is
normal especially in natural stone poducts since these products are not
man-made, but are genuine nature-made products.
It
is not unusual to have 2% - 3% of the tiles broken, such as chipped
edges, to some degree during transit. Any amount up to 5% is still
considered acceptable. These damaged tiles can be used for the cuts you
will need to make. If breakage is above 5%, we would ask you to have it
noted on the logistics receiving document and take pictures.
In any case, we are here to help, call us at 1.888.908.6699.
Order Cancellation Fee
All customers are charged 10% order cancellation fee where a deposit has been made and a delivery is to be made at a later date. No exceptions.
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