📅 Statutory Consumer Return Window (UK & EU)

• Consumers (Personal Use): In compliance with UK Consumer Contracts Regulations, you have an absolute right to notify us of your intent to cancel or return your order for any reason within 14 days from the date you (or an authorized third party) take physical delivery of the goods.
• EU Digital Withdrawal: For EU-based customers, this right can be exercised directly via the self-serve withdrawal portal on your customer profile dashboard or via direct email.
• Post-Notice Return Window: Once you have formally notified us of your intent to return, you have an additional 14 calendar days to ensure the goods physically arrive back at our Kilkeel distribution depot.
• Trade Accounts (B2B): Commercial trade orders do not possess automatic statutory cooling-off privileges for change-of-mind. All trade returns are purely discretionary and subject to prior written authorization by our management team.

🎁 Physical Sample Cut Policy (10x10cm)

Sample cuts allow customers to inspect stone texture, finish, and general tone prior to ordering full pallet quantities:

✅ Strict Return Eligibility & Stone Variations

To qualify for a valid return and refund, returned items must meet our strict packaging and material security standards:

• Natural Stone Characteristics: Marble, limestone, and granite are 100% natural quarried materials. Inherent variations in background tone, veining patterns, background blending, and geological micro-fissures are natural traits—they are not product defects. Change-of-mind requests regarding natural veining variation follow standard return rules, and the customer remains responsible for return freight costs.
• Goods must be completely unused, clean, un-adhered, and securely repacked in their original packaging inside their protective wooden crates or pallet structures.
• Items must arrive back at our yard in the exact same undamaged, pristine condition as originally delivered.
• Your return shipment must include your official original proof of purchase (sales invoice or order receipt).

💷 Return Shipping Fees & Restocking Rules

• Purchaser Carriage Liability: The Purchaser is completely responsible for organizing, securing, and paying for return transit to our facility. Palletized transport via specialized national freight networks can incur significant expense due to weight. We strongly recommend insuring your return shipment, as transit loss or breakage remains entirely your financial risk.
• Outbound Free Delivery Forfeiture: Free pallet freight on orders over £1,500.00 is a promotional incentive contingent on completed orders. If you change your mind and initiate a return, this subsidy is revoked. A fixed outbound heavy freight recovery charge of £155.00 per dispatched pallet unit will be systematically deducted from your final processed refund.
• Handling & Restocking Charge: To cover specialized forklift offloading, manual batch alignment, and quality auditing of heavy stone cargo, voluntary change-of-mind returns (Days 15–30) and approved B2B trade returns are subject to a mandatory 30% handling and restocking fee, directly deducted from the credit note. No restocking fee is charged for standard consumer returns completed within the 14-day statutory window.

📐 Transit Damages & Claims Window

• Inspect at Delivery: You must check pallet structural integrity at the moment of tail-lift handover. If transit damage is visible, note it directly on the carrier’s digital manifest screen or paper POD as "DAMAGED" before signing.
• 24 to 48 Hour Claim Window: Any structural breakage, material shortages, or incorrect stone batches must be reported to cs@intmarble.com within 24 to 48 hours of delivery. Claims must include clear, high-resolution photographs showing the original delivery wrapping, pallet tag, and specific stone defects.
• TTA Industry Standard: In accordance with guidelines from The Tile Association (TTA), minor edge chips or corner splits occurring within a 10% tolerance band are not classified as global batch defects. These are standardly allocated for mandatory boundary cuts and edge trim layouts during installation.

💰 Refund Issuance Window

• Once your return arrives at our Kilkeel depot, our yard team will inspect the consignment for quality verification. Approved consumer returns will be processed within 7 to 10 business days (maximum 14 calendar days) directly to the original payment channel.
• Banking institutions may take additional time to post funds to your account statement. If more than 15 business days have passed since your return tracking confirmed delivery to our yard and you have not received credit confirmation, please contact our administrative desk.