Refund policy
RETURN AND REFUND POLICY
Please review this policy before placing your order.
CUSTOM AND MADE-TO-ORDER PRODUCTS
Custom and made-to-order products are final sale and cannot be returned or exchanged. This includes products made with customer-selected dimensions, stone, faucet holes, drain placement, backsplash, finish, or other specifications.
Customers are responsible for reviewing and confirming all measurements and specifications before production begins.
READY-TO-SHIP PRODUCTS
Eligible ready-to-ship products may be returned within 7 days of delivery. You must contact Palmer Marble and receive written return authorization before sending anything back.
Returned products must be unused, uninstalled, unaltered, and in their original condition and packaging. The customer is responsible for return packing, insurance, and shipping costs. Original shipping charges are nonrefundable. Approved returns may be subject to a 20% restocking fee.
CANCELLATIONS
Contact us immediately if you need to cancel an order.
Ready-to-ship orders may be canceled before shipment. Custom and made-to-order products cannot be canceled once stone has been selected, materials have been purchased, or production has begun.
DAMAGED PRODUCTS
Inspect the crate and product immediately after delivery. If the packaging appears damaged, photograph it before opening.
Damage must be reported within 48 hours of delivery. Include your order number and clear photographs of the crate, packaging, shipping label, complete product, and damaged area.
Keep all packaging materials until the claim is resolved. Do not install, repair, modify, discard, or return a damaged product without written instructions from Palmer Marble.
If a claim is approved, Palmer Marble will determine the appropriate resolution, which may include repair, replacement, partial refund, or full refund depending on the circumstances.
NATURAL STONE VARIATION
Marble is a natural material. Variations in color, veining, pattern, texture, mineral deposits, small pits, fissures, and surface movement are natural characteristics and are not considered defects.
INSTALLATION
Inspect and approve the product before installation. Installing, drilling, cutting, sealing, plumbing, or otherwise modifying the product constitutes acceptance of its condition and specifications.
REFUNDS
Approved refunds will be issued through the original payment method. Processing times may vary depending on the payment provider.
To request assistance, email palmermarbleinfo@gmail.com and include your order number.