Refund Policy – BROSMARBLE

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, undamaged, and in the same condition in which it was received. It must also be returned in its original packaging and protective materials. A receipt or proof of purchase is required.

Please note:

• Return shipping costs are the responsibility of the customer.
• A 25% restocking fee applies to eligible non-defective returns.
• Products must be securely packaged for return transportation.
• Returns must be approved by BROSMARBLE before being shipped.

To request a return, please contact us at info@brosmarble.com.

Once your return request has been approved, we will provide the appropriate return address and shipping instructions.

Items returned without prior authorization may not be accepted.

Custom & Made-to-Order Products

Custom, personalized and made-to-order products are final sale and cannot be returned or exchanged, except where the product arrives damaged, defective, incorrect, or materially different from the approved order specifications.

A product is considered custom or made-to-order when it is manufactured, selected or modified specifically for the customer. This includes, but is not limited to:

• Custom dimensions
• Customer-approved stone or slab selection
• Custom stone type
• Faucet holes
• Drain position
• Backsplash dimensions
• Custom finishes
• Edge details
• Custom designs
• Other customer-requested specifications or modifications

Because we work with genuine natural stone, variations in color, veining, pattern, texture, pores and other natural characteristics are expected and are not considered defects.

Damages & Shipping Issues

Please inspect your order carefully upon delivery.

If your item arrives damaged, defective, incorrect, or materially different from your approved order, please contact us at info@brosmarble.com within 14 days of delivery.

Please provide clear photographs of:

• The product
• The shipping crate or packaging
• Any visible damage to the packaging
• The damaged or affected area of the product

Please retain all original packaging, protective materials and shipping documentation while the claim is being reviewed.

Damage claims are evaluated according to the shipping and insurance coverage applicable to the order.

For orders purchased with additional full-value freight insurance, eligible transit damage claims may be covered up to the insured value of the shipment, subject to the insurer's terms, conditions and claim requirements.

BROSMARBLE will assist with the claim process. Depending on the circumstances and applicable coverage, an approved resolution may include repair, replacement, reproduction or reimbursement.

Damage or defect claims are handled separately from standard returns and are not subject to the standard 25% restocking fee when the claim is approved.

Additional Shipping Protection

Additional full-value freight insurance may be available for selected orders, particularly for high-value, oversized or custom natural stone pieces.

For additional peace of mind during international transportation, we strongly recommend purchasing this coverage when available.

Additional insurance coverage is subject to the insurer's terms, conditions, exclusions and claim requirements.

Refunds

Once an eligible return has been received and inspected, we will notify you by email whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow approximately 3–7 business days after the refund has been processed for it to appear in your account. Processing times may vary depending on your bank, credit card company or payment provider.

The 25% restocking fee will be deducted from eligible standard returns.

Original shipping charges, additional shipping services and insurance fees are non-refundable unless otherwise required by applicable law or the refund results from an error by BROSMARBLE.

Exchanges

Eligible standard products may be exchanged within 30 days of delivery.

To qualify for an exchange:

• The product must be unused and undamaged.
• It must be returned in its original packaging and protective materials.
• The exchange must be approved by BROSMARBLE before the product is returned.

Return shipping costs are the responsibility of the customer, and a 25% restocking fee applies to standard exchanges.

Any difference in price between the original product and the replacement product will be charged or refunded accordingly.

Custom, personalized and made-to-order products are not eligible for exchange, except in cases of an approved damage, defect or order error claim.

Natural Stone Variations

Marble, travertine, limestone and onyx are natural materials. No two pieces of natural stone are exactly alike.

Variations in veining, color, pattern, texture, pores, mineral markings and other natural characteristics are inherent to genuine natural stone and contribute to the uniqueness of each BROSMARBLE piece.

These natural variations are not considered manufacturing defects and are not grounds for a damage claim or return.

For many made-to-order products, we can provide photographs of the actual stone selected for your project before production begins.

Late or Missing Refunds

If an approved refund has not appeared after the expected processing period, please first contact your bank or credit card provider, as processing times may vary.

If you still need assistance, please contact us at info@brosmarble.com.

Contact Us

For questions regarding returns, exchanges, shipping damage or refunds, please contact:

BROSMARBLE
Email: info@brosmarble.com