Please read our policy carefully before placing an order. Because most of our products are natural stone cut to your exact specifications, our return terms differ from standard retail products.
Marble, granite, quartz, onyx, and travertine sold by Marble Fort are natural or engineered stone products that are typically cut, polished, and fabricated to your specific size and design requirements. Because these products are made to order, they cannot be resold to another customer once cut.
For this reason, custom-cut and fabricated orders are generally not eligible for return or exchange, except in cases covered under our Damaged or Defective Goods policy below.
Since natural stone has inherent variation in color, veining, and pattern between batches, we strongly encourage all customers to:
Orders placed without an in-person slab viewing or sample confirmation are accepted on the understanding that natural color and pattern variation is expected, and is not grounds for return.
As a natural material, marble, granite, travertine, and other natural stones may naturally exhibit variations in colour, shade, veining, grain patterns, texture, mineral formations, cavities, pores, and other surface characteristics. These variations are inherent to the stone's natural composition and contribute to the unique character and aesthetic of each piece.
Such natural variations are not considered defects or quality issues and do not constitute grounds for return, exchange, or refund. Customers are advised to review and approve the selected material before fabrication or installation, as natural stone may vary from photographs, samples, displays, or previously supplied pieces.
If your order arrives visibly damaged, cracked, or does not match the confirmed specifications (size, color, or finish agreed upon at the time of order), please contact us within 48 hours of delivery with clear photos of the issue.
Upon verification, we will offer one of the following at no additional cost:
Claims made after 48 hours of delivery, or for damage caused after delivery (for example, during a customer's own installation), will be assessed on a case-by-case basis.
Orders may be cancelled before fabrication or cutting has begun for a full refund of any advance payment made, minus any bank transfer or transaction charges already incurred.
Once a slab has been cut or custom fabrication work has started, cancellation is generally not possible, as the material can no longer be resold in its original form.
For custom orders, an advance payment or deposit may be required before fabrication begins. This amount will be clearly communicated and confirmed with you at the time of order, along with the balance due upon completion or delivery.
If your order is delayed, lost, or damaged in transit due to our delivery service, please notify us immediately so we can investigate with our logistics partner and arrange a resolution — whether that is an expedited replacement or a suitable refund for the affected portion of the order.
To start a request, please contact us with your order details (invoice or quotation number, date of purchase, and description of the issue) via any of the following:
Our team will review your request and respond within 2 business days with next steps.
Our team is happy to help with any concerns about your marble, granite, or quartz order.
