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verified Official Policy • Kilkeel, NI

Refund & Returns Policy

Clear guidelines for returning natural stone products purchased via Intmarble.com. We aim to make the process straightforward and transparent.

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1 Scope & Eligibility

This policy applies to all natural stone products purchased directly through Intmarble.com. To be eligible for a return/refund:

  • Requests must be made within 30 days of the original purchase date.
  • Items must be unused, uncut, and uninstalled.
  • Tiles must be returned in their original packaging and in resellable condition.
  • Returns are only accepted for full boxes (or full pallets).
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Natural Variation Notice Natural stone varies in shade, vein, and texture. Minor imperfections are inherent to the material and are not considered defects. We recommend keeping spare tiles from your batch for future repairs.

2 Damaged Goods & Discrepancies

Due to the heavy and fragile nature of stone, minor damage can occur in transit. You must inspect your delivery immediately.

  • Report within 48 Hours: Any damages or shortages must be reported via email to cs@intmarble.com within 48 hours of delivery.
  • Evidence Required: Please attach clear photographs of the damaged pallet/boxes and a description of the issue.
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Do not install damaged tiles Installation constitutes acceptance of the product. We cannot offer refunds or replacements for tiles once they have been laid or altered.

3 Returns Process

Do not return items to the manufacturer without prior authorisation.

  1. Email cs@intmarble.com within 7 working days of receipt to request a return.
  2. Include your Order Number and reason for return.
  3. Our team will provide the correct warehouse return address (Kilkeel or other depot).
  4. Arrange insured transport to return the goods to us.

4 Fees & Shipping Costs

Transparency is key to our pricing. Please note the following deductions from your refund:

  • 20% Handling Fee: Deducted from the product value to cover warehouse restocking and inspection.
  • Return Shipping: The customer is responsible for organising and paying for return shipping and insurance.
  • Original Shipping: Outbound delivery costs are non-refundable.

5 Non-Returnable Items

We cannot accept returns on:

  • Bespoke Orders: Handmade, hand-painted, or custom-cut stone.
  • Opened Boxes: Loose tiles or opened packs (unless sold individually).
  • Installed Product: Any stone that has been cemented, grouted, or sealed.
  • Surplus: Leftover tiles from your project (please measure carefully before ordering).

6 Refund Timeline

Once received and inspected at our warehouse, we will notify you of the approval or rejection of your refund. If approved, the refund (minus the 20% fee) will be processed to your original payment method within 7-10 business days.

help Frequently Asked Questions

Can I return just one box of leftover tiles? expand_more

No. We do not accept returns on surplus leftover tiles or partial orders unless the full order is being returned. We strongly advise keeping spares for future repairs due to batch variations.

What if my stone arrives broken? expand_more

Email us photos clearly showing the damage within 48 hours of delivery. Depending on the extent of the breakage, we will arrange a replacement for the damaged tiles or a refund for the damaged portion.

Why is there a 20% restocking fee? expand_more

Natural stone is extremely heavy and fragile. The fee covers the significant warehouse labour required to manually unpack, inspect every single returned tile for quality and safety, and repack them before they can be resold.

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