Refund policy

This Return and Refund Policy applies to orders placed on global.marmerbutik.com. It forms part of our Terms of Service. Last updated: October 2026.

1. One-of-a-kind pieces

Almost every piece we sell is unique: hand-carved natural stone and solid wood, with colour, veining and texture decided by nature. The photos on each product page show the exact piece you will receive. Natural variation, small surface marks and tonal differences are characteristics of the material, not defects, and are not grounds for a return.

2. Damage in transit or defect on arrival

If your piece arrives damaged or with a defect, contact us within 48 hours of delivery with photos of the crate, the packaging and the damage. Every shipment is insured. We will offer, at your choice, a replacement when an equivalent piece exists or a full refund including shipping. We may ask you to keep the piece and packaging available for the insurer's inspection or collection. There is no cost to you in this case.

3. Change of mind — 14-day right of withdrawal

You may return a piece for any reason within 14 days of the delivery date, under the following conditions:

(a) Notify us by e-mail or WhatsApp within the 14-day period, quoting your order number.
(b) The piece must be unused, uninstalled, undamaged and returned in its original crate and packaging. Pieces that have been installed, drilled, sealed, cleaned with chemicals or otherwise altered cannot be returned.
(c) Return shipping is at the buyer's expense and risk. We will provide the return address and, on request, a FedEx return quotation; you may also use a carrier of your choice, with insurance for the full value.
(d) After we receive and inspect the piece, we refund the product price minus the import duties and taxes we paid on your behalf, which customs authorities do not return to us. The original outbound shipping cost and crating fee are not refundable.
(e) If the piece arrives back damaged because of inadequate packaging, we may deduct the loss in value from the refund.

4. Pieces sold by quotation

Bathtubs, pedestal sinks and other large pieces shipped by freight under an individual quotation are made-to-order shipments. They are covered by section 2 (damage) but, because of the freight costs involved, change-of-mind returns are accepted only by prior written agreement.

5. Cancellations

Orders can be cancelled free of charge until the piece has been collected by the carrier — simply contact us. Once the shipment is in transit, the return conditions above apply.

6. How refunds are paid

Refunds are issued to the original payment method (PayPal or the card used through PayPal) within 10 business days of our approval. Depending on your bank or card issuer, the amount may take a few more days to appear. Refunds are made in the currency of the order; exchange-rate differences and bank fees are outside our control.

7. Your statutory rights

Nothing in this policy limits the mandatory consumer rights that apply in your country of residence (for example the 14-day withdrawal right for consumers in the European Union and the United Kingdom, or statutory warranties against defects).

8. How to start a return or claim

WhatsApp +55 43 99869-4037 · global@marmerbutik.com · Monday to Friday, 9am–6pm (GMT−3). Please include your order number and photos where relevant. We confirm receipt of every request and reply within one business day.