IntMarble Return & Refund Policy
Last updated: October 2025
At International Marble (IntMarble.com), we take pride in providing high-quality natural stone tiles, marble slabs, and mosaic collections. Because our products are natural and often made to order, we have specific return and refund terms to ensure fairness, transparency, and quality assurance.
🪨 1. Overview
All sales are considered final once confirmed. However, in certain cases, we may accept returns under the conditions detailed below. This policy applies exclusively to online retail customers who purchase directly from www.intmarble.com or through our official sales team.
Trade and distributor orders are not eligible for return.
📦 2. Return Eligibility
To qualify for a return, the following conditions must be met:
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Items must be undamaged, unused, and in their original sealed packaging.
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Returns are accepted within 14 days of delivery for online retail orders only.
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Products must be shipped back to our designated warehouse within 30 days of approval.
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All returns require prior authorization via our Customer Service team at cs@intmarble.com or 028 4176 2221.
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Returns without an approved RMA (Return Merchandise Authorization) number will not be processed.
🚫 3. Non-Returnable Items
Due to the natural and bespoke nature of our products, the following items cannot be returned:
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Natural stone tiles, marble slabs, or mosaics once unpacked, cut, or installed
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Custom-cut, made-to-order, or special order products
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Trim pieces and decorative edges
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Clearance, discontinued, or factory outlet items
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Loose samples and sample cards
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Products marked “Final Sale”
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Items purchased from other resellers, retailers, or distributors
Please note: Natural variations in colour, veining, or texture are inherent to marble and natural stone and do not qualify as defects.
🔄 4. Return Process
To request a return, please contact Customer Service within 14 days of delivery with:
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Your order number
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Full name and billing address
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Product details and quantity to return
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Reason for return
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Photos (if applicable)
Once approved, our team will issue an RMA number and provide return instructions.
⚠️ Returns must arrive in resalable condition at our facility within 30 days of RMA issue.
Returns received late or in non-compliant condition will not be refunded and will be held for 30 days before disposal.
💷 5. Restocking Fee & Return Shipping
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A 30% restocking fee applies to all approved returns.
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Return shipping is at the customer’s expense.
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Customers must use a reputable, insured courier or pallet service.
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IntMarble is not responsible for any items lost or damaged during return transit.
💳 6. Refunds
Once your return has been inspected and approved:
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Refunds are issued to the original payment method within 14 business days.
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Refunds will reflect the deduction of restocking and shipping costs.
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Refunds cannot be processed for items damaged in transit, used, or not returned in full cartons.
You will receive a Refund Confirmation Email once processed.
❌ 7. Cancellations
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Orders may be cancelled before dispatch without penalty.
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Once an order has been shipped, cancellation will be treated as a return and subject to a 30% restocking fee and any shipping charges incurred.
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Sample orders cannot be cancelled or modified once processed.
Do not refuse delivery—refused shipments incur restocking and return freight fees.
🧾 8. Damaged, Defective, or Incorrect Items
If your order arrives damaged, short, or incorrect, please notify us within 48 hours of delivery and before installation.
Send an email to cs@intmarble.com with:
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Your order number
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Photos showing the issue clearly
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Product details and quantities affected
We will assess and, if valid, arrange a replacement or refund.
⚠️ Once tiles are cut, installed, or altered, no claims or returns can be accepted.
🏗️ 9. Product Variation Notice
All natural stone products vary in colour, tone, veining, and texture. These are not manufacturing defects but unique characteristics of genuine stone. For consistency, we recommend ordering 10–15% extra for wastage and future repairs.
📞 10. Contact Us
International Marble Ltd
📍 67 Newcastle Street, Kilkeel, Co. Down, BT34 4AF
📞 Tel: 028 4176 2221
📧 Email: cs@intmarble.com
🌐 www.intmarble.com