Refund policy

Return and Refund Policy

Marble Büro LLC · Last updated: November 2, 2026

1. Scope

This Return and Refund Policy ("Policy") applies to (a) samples provided by Marble Büro LLC ("Marble Büro," "we," "us") at cost, meaning the sample price plus shipping, and (b) tile and project orders arranged directly with us (together, "Orders"). Products displayed on our website are presented for information and project inquiries and are not necessarily available for online purchase. Written order terms will be provided before we accept any Order. Nothing in this Policy limits any right that cannot lawfully be excluded.

2. Standard Samples

2.1 Return requests. To request a return of a standard sample, email info@marbleburo.com within fourteen (14) calendar days of delivery. Your request must include your quotation or Order reference, or other proof of your Order, and a description of the samples concerned. We may request photographs to assess the request.

2.2 Approval required. All voluntary returns require our prior written approval. Submitting a request within the fourteen-day period does not authorize you to return an item. Samples must be in the condition in which they were received and must not have been installed, cut, altered, used, or damaged. Satisfying these conditions makes a request eligible for consideration but does not entitle you to a return. To the extent permitted by law, we may approve or decline any voluntary return request at our sole discretion.

2.3 Returning approved samples. If we approve your request, you must ship the samples within fourteen (14) calendar days of our written approval, using the return address and packing instructions we provide. Please do not send returns to our business address unless we expressly instruct you to do so. Samples must be packed securely to prevent damage in transit.

3. Return Costs and Refunds

3.1 Shipping costs. For approved voluntary returns, you are responsible for return shipping costs unless we agree otherwise in writing. Original shipping charges, which form part of the sample charge, are non-refundable unless we agree otherwise or applicable law requires a refund. We do not charge a restocking fee on approved standard-sample returns.

3.2 Inspection. Written approval permits you to send the sample back for inspection; it does not constitute an unconditional commitment to refund. Upon receipt, we will inspect the sample to confirm that it meets the approved return conditions. We may decline a refund where the sample has been altered, used, damaged, or substituted, or otherwise does not meet those conditions. We will notify you of the outcome and, where a refund is declined, the reason.

3.3 Processing. Where a refund is approved, we will process it promptly to the original payment method unless another method is agreed or required by law. Your payment provider may require additional time to complete the transaction.

3.4 No precedent. An exception granted for one Order does not create any obligation to grant the same exception for another.

3.5 Statutory remedies. The restrictions on shipping costs in this Section do not override any remedy required by law for defective, damaged, incorrect, or otherwise nonconforming goods.

4. Custom Samples

Custom samples are final sale and are not eligible for return on change-of-mind grounds unless we expressly agree otherwise in writing. Any exception is at our sole discretion, subject to applicable law, and any approved exception, together with its return and refund conditions, will be confirmed in writing.

5. Tile and Project Orders

For tile and project Orders arranged directly with us, we do not accept change-of-mind returns once the material has been delivered and accepted on site. You should inspect all material before installation and notify us promptly of any damage, shortage, or discrepancy. This restriction does not affect any right relating to latent defects or other nonconformity that cannot lawfully be excluded. Any conditions applicable to returns before delivery will be set out in the written order terms before we accept the Order.

6. Cancellations

Cancellation of any Order, whether for standard samples, custom samples, or tile and project work, requires our written approval. To the extent permitted by law, we may grant or refuse a cancellation request at our sole discretion, including requests made before dispatch or before production begins. To request a cancellation, email info@marbleburo.com as soon as possible with your order reference. A request does not itself cancel an Order. Any approved cancellation, and the applicable refund arrangements, will be confirmed in writing. This Policy does not impose any undisclosed cancellation fee. This Section does not limit any cancellation or refund right provided by applicable law, including rights arising from shipment delays.

7. Natural Variation

Samples illustrate the general appearance of a material and do not guarantee an exact match. Variations described in our material information that are consistent with the agreed product description and specifications do not, in themselves, constitute grounds for a voluntary return. This does not excuse the supply of incorrect material or of goods that do not meet the agreed specifications.

8. Damaged or Incorrect Goods

If you receive damaged or incorrect goods, contact info@marbleburo.com promptly with your order reference, a description of the issue, and any available photographs. Retain all packaging and follow the inspection and documentation procedures in our Shipping and Delivery Policy. We will assess the issue and provide the remedy required under the applicable order terms and law. Please do not install any material that you believe to be damaged or incorrect before contacting us.

9. Your Legal Rights

The approval requirements, condition requirements, deadlines, and exclusions in this Policy apply to voluntary returns only. They do not override any mandatory cancellation, withdrawal, refund, warranty, or other consumer right. Where applicable law entitles you to return goods, that right does not depend on our approval. A written copy of this Policy is available on request.