Refund policy

At Marble Home Design (operated by BUEMM LLC), every single piece—including our handcrafted marble sinks, dining tables, and fireplace mantels—is custom made to order (Made-to-Order).

Due to the custom nature, weight, dimensions, and heavy-duty international wooden crate packaging of solid natural stone, we maintain a strict policy regarding returns, cancellations, and refunds.

1. Made-to-Order & Final Sale Policy

  • No Returns or Exchanges: Because each product is individually hand-carved and custom made upon order, all sales on marblehomedesign.com are final. We do not accept returns, exchanges, or refunds for change of mind or buyer's remorse once an order has been placed.

2. Order Cancellations & Modifications

We select raw stone blocks and begin hand-carving shortly after an order is placed:

  • Cancellation Window: Order cancellations or specification changes are only accepted within 24 hours of order placement.

  • After 24 Hours: Once production has commenced, orders cannot be canceled, altered, or refunded under any circumstances.

3. Natural Stone Characteristics (Non-Refundable)

All products are carved from 100% natural marble, travertine, or onyx stone.

  • Natural veining patterns, tone variations, minor surface fossils, or natural stone characteristics vary inherently from piece to piece.

  • These natural variations are unique hallmarks of authentic stone and do not constitute manufacturing defects or grounds for return/refund.

4. Damaged Deliveries & Carrier Claim Protocol

While all items are packaged in high-security, reinforced heavy-duty wooden crates, freight transit damages may occasionally occur. Transit damages are handled strictly through formal freight carrier insurance procedures:

  1. Carrier Investigation Governs: In the event of transit damage, any reimbursement, compensation, or replacement product is subject to the formal investigation and approval of the freight shipping carrier.

  2. Mandatory Product Surrender: To process a damage claim, the recipient must surrender the broken item along with its original packaging to the shipping carrier’s inspection team upon request.

  3. Recipient Cooperation Required: The buyer must respond promptly to the shipping company’s outreach to schedule inspection or collection. Failure or refusal to surrender the item will void the claim, rendering reimbursement or replacement invalid.

5. Special Return Policy for European Union (EU) Customers

In accordance with EU consumer protection regulations, customers residing in the European Union are entitled to a 14-day return window from the date of product delivery. However, due to the heavy-duty nature and custom freight requirements of natural stone products, the following conditions strictly apply to all EU returns:

  • Return Shipping & Freight Fee: The customer is strictly responsible for all return shipping logistics and costs. A flat return freight fee of $1,000 USD (or the equivalent local freight cost, whichever is higher) will be deducted from any potential refund to cover international heavy-freight return transport, customs clearance, and handling.

  • No Order Cancellations: Once an order is placed and production has commenced (after the initial 24-hour window), orders cannot be canceled prior to delivery. EU customers wishing to exercise their right of return must receive the shipment first and initiate the formal return process within the 14-day window.

  • Condition of Returned Items: Items must be returned in their original, undamaged condition, packed securely inside the original reinforced heavy-duty wooden crate. Any damage occurring during return transit due to improper repacking will void the refund.