Exchange and Return Policy:
At MARBLE SHOP, we are committed to preserving customer rights,
and clarifying important details.
All of our natural marble works are handcrafted upon request to ensure the highest level of quality. Therefore, it takes 10-15 business days to prepare the table.
Note: Marble is a natural material, so there will be variations in color and pattern for each piece.
Slight holes are normal because natural marble is a porous material.
(If the customer requests to cancel the order before the order is processed, the order value will be refunded, minus the bank transfer fee.)
1. Custom-Made Products
Design Modification and Return Conditions:
- Custom-made products cannot be modified or returned after the product has been processed and manufactured.
- Orders can be canceled and refunded, or the design can be modified within 24 hours of receiving all order details.
Non-Returnable Products:
Custom-Made Products: Any product manufactured or modified to the customer's request, including special colors and designs.
Used or Modified Products: Any product that has been used or modified after receipt, including products that have been installed or altered in any way.
Damaged Products: Products that have been damaged as a result of misuse or failure to follow care instructions.
Exceeded Return Period: Any product for which a return request has not been submitted within the specified return period.
Design Amendment Process:
1. Submit a design modification request via WhatsApp, stating the reason for the design modification and product details within 24 hours of the approval date.
2. Any modification request received after 24 hours of the approval date will be subject to additional fees, depending on the modification, and these fees will be determined by the sales representative.
3. The design modification request will be reviewed by our team within 48 hours of receiving the request.
4. The customer will be contacted to confirm receipt of the design modification request and review the details.
5. The company reserves the right to reject any design modification request that does not comply with our terms and policies.
Return Process:
1. Submit a return request via WhatsApp within 24 hours of receiving all order details and the remittance.
2. The request must include the purchase details and the reason for the return.
3. After receiving the return request and canceling the order, the amount will be refunded using the original payment method within 2-15 business days.
4. If the customer requests a return within 24 hours of receipt, the customer is entitled to a refund, but a deduction will be made for any losses incurred.
2. Ready-made products (marble accessories, ready-made products for online ordering only)
Exchange and Return Conditions:
· The customer has the right to return the product if the product is defective due to manufacturing.
· The exchange or return request must be submitted within 72 hours of receiving the order.
· The product must be in its original condition, unused, and free of any damages.
· The product must be accompanied by the original purchase receipt.
The customer will bear the shipping or transportation costs if the customer wishes to return or exchange products, unless the reason for the exchange or return is related to the condition of the product upon receipt. This includes the warranty terms provided by Bawani Al Sharq Factory.
·
Non-Returnable Products:
· Used or Modified Products: Any product that has been used or modified after receipt, including products that have been installed or altered in any way.
· Products Damaged Due to Misuse: Products that have been damaged as a result of misuse or failure to follow care instructions.
· Products Exceeding the Return Period: Any product for which a return request has not been submitted within the specified 72-hour return period from the time of receipt of the order.
· Discounted or Special Offer Products: Products purchased as part of special offers or discounts may not be returnable.
· Custom-made products are non-returnable and non-exchangeable. You can view the full terms and conditions for design modification and return.
Exchange Process:
1. Submit an exchange request via WhatsApp, stating the reason for the exchange and the product details.
2. The request must include purchase details, the reason for the exchange, and clear photos of the product in its current condition.
3. The exchange request will be reviewed by our team within 48 business hours of receiving the exchange request.
4. The customer will be contacted to confirm receipt of the request and review the details.
5. If the exchange request is approved, detailed instructions will be sent on how to return the product and receive the replacement.
6. The product to be exchanged must be in its original condition and unused.
7. The customer is responsible for the shipping and packaging costs for returning the product and receiving the replacement.
8. After receiving and inspecting the product, the replacement product will be sent to the customer within a maximum of 14 days.
9. If the order arrives at our company's location damaged due to poor packaging during shipping, a replacement cannot be guaranteed. This condition includes (ready-made accessories).
10. The company reserves the right to reject any exchange request that does not comply with our terms and policies.
Return Process:
1. A return request must be submitted via WhatsApp within 72 hours of receiving the product.
2. The request must include purchase details, the reason for the return, and clear photos of the product in its current condition.
3. The return request will be reviewed by our team within 48 business hours of receipt.
4. The customer will be contacted to confirm receipt of the request and review the details.
5. If the return request is approved, the product will be returned to the customer.
