Refund and Returns Policy

Welcome to Marble Pk – your trusted source for premium natural marble stones, including granite, sandstone, limestone, onyx, and travertine. We take pride in offering high-quality, carefully sourced, and professionally inspected natural stones for your residential, commercial, and architectural needs.

We understand that sometimes, despite our best efforts, things might not go exactly as planned. This is why we’ve created a clear and fair Refund and Returns Policy to ensure your peace of mind.

This page outlines everything you need to know about returning products, requesting refunds, and understanding your rights as a valued customer.

Our Commitment to Quality

At Marble Pk, customer satisfaction is at the heart of our business. Every slab, tile, or stone product we sell undergoes a rigorous quality inspection process to ensure it meets our high standards.

Due to the natural variation of stones, slight differences in color, veining, and texture are considered standard and are part of what makes natural stones unique and beautiful.

However, we are fully committed to resolving any genuine issue related to product defects, incorrect deliveries, or damage during transportation.

Return Eligibility

Not all products are eligible for return due to the nature of natural stone materials. Please read the following carefully to understand when returns are accepted:

• Returns are accepted only for damaged, defective, or incorrect products.
• Products must be in original condition and unused.
• Requests must be submitted within 7 days of delivery.
• Customized, cut-to-size, special-order, or clearance items are not returnable.

If your product falls into one of the returnable categories, we will gladly assist you through the return process.

Non-Returnable Items

Some items are non-returnable due to the nature of our products:

• Products with custom cutting, edge profiling, or polishing.
• Specially ordered materials not listed in our standard catalog.
• Any item that has been installed, modified, or tampered with.
• Natural surface and color variations that do not constitute defects.
• Products returned without prior authorization.

Please consult our team before placing custom or large-volume orders if you’re unsure about return eligibility.

Damaged or Incorrect Deliveries

We take extra care in packaging and shipping our products. However, in rare cases, damage can occur during transit. If your order arrives damaged or incorrect, please follow these steps:

1. Inspect your order immediately upon delivery.
2. Note any visible damage or discrepancy on the delivery receipt.
3. Take clear photographs of the damaged or incorrect items.
4. Contact our customer service within 48 hours of receiving the delivery.

Our team will assess the situation and provide you with the appropriate solution—whether it’s a replacement, return authorization, or refund.

How to Initiate a Return

If your product qualifies for a return, here’s how to initiate the process:

1. Email us at [email protected] with the subject: “Return Request – Order #[YourOrderNumber]”.
2. Provide detailed information about the issue, including images, order details, and your contact information.
3. Wait for a return authorization from our customer support team.
4. Once approved, you will be provided with instructions to return the item to the designated address.

Do not return any product without receiving a return authorization from our team. Unauthorized returns will not be accepted.

Return Shipping

• Return shipping costs are the responsibility of the customer, unless the return is due to our error or defective goods.
• We recommend using trackable shipping services and purchasing shipping insurance, especially for high-value items.
• All returned items must be carefully repackaged in their original packaging or equivalent to avoid damage during transit.

Marble Pk will not be responsible for returns that are lost or damaged due to improper packaging.

Refunds – What to Expect

Once we receive and inspect your returned product, we will notify you regarding the status of your refund. If your return is approved, the refund will be processed as follows:

• Refunds will be credited to the original payment method.
• Processing times may vary depending on your bank or card issuer.
• Refunds typically take 7–14 business days after approval.

In some cases, a restocking fee of up to 15% may apply, depending on the nature of the return and the condition of the product.

Exchanges

We do not offer direct exchanges. If you received a damaged or incorrect product and wish to receive the correct item, it will be processed as a replacement, not an exchange.

For any other scenario, please initiate a return and place a new order.

Cancellations

Orders can be canceled only before they are processed or shipped. If your order has already been shipped, it cannot be canceled, but you may request a return if eligible.

To cancel an order, contact us immediately at [email protected] with your order number.

Color and Pattern Variations

Please note that natural stones like marble, granite, onyx, and travertine come with inherent variations in color, texture, and veining. These are not considered defects.

We encourage all customers to review sample images carefully or request samples (where available) before making a large purchase. Our team is happy to assist you with any information you need before ordering.

Custom and Bulk Orders

Custom and large-volume orders are non-refundable and non-returnable due to the unique nature of the preparation, cutting, and logistics involved.

We highly recommend finalizing your selections after consulting with our stone experts. Contact us at [email protected] for support with large or custom orders.

International Orders

For international customers, all returns and refunds are subject to additional terms:

• Customers are responsible for all return shipping costs, duties, and taxes.
• Refunds will be issued in the same currency and payment method used at checkout.
• Delays may occur due to customs processing beyond our control.

Need Help?

If you have any questions or concerns regarding your return or refund, our team is here to help.

📧 Email: [email protected]
📞 Call: +92-300-400-2741
🌐 Visit: www.marblepk.com

Final Note

Our goal at Marble Pk is to provide you with exceptional natural stones and a smooth, transparent buying experience. While we strive for perfection in every order, our Refund and Returns Policy ensures you have a fair and reliable process in case something doesn’t go as expected.

Thank you for choosing Marble Pk – Pakistan’s trusted marble and natural stone supplier.