Return eligibility depends on the order and material condition. Read the current 31-day policy and obtain written approval before returning stone.
Request approval before moving material
Keep the order number, delivery date and product details. Explain the reason for the requested return. Do not book a return shipment before our team approves it in writing.
The period, exclusions, freight costs and fees depend on the current terms below. A general guide summary does not override them.
What to include in a return request
- Your order number and delivery date.
- The product name, grade and quantity you want reviewed.
- The purchase option shown on your order.
- The reason for the request and the material’s current condition.
- Whether any material has been installed, sealed or treated.
Read the full return policy before you request approval. Check the order-specific exclusions, return freight and any restocking fee. Submit the request soon enough for written approval within the stated period; sending a request alone is not approval.
Current return policy
Travertine Mart has a 31-day Money Back Guarantee for Delivery Now orders. Any and all requests for returns must be submitted in writing and approved by Travertine Mart in writing within 31 days of delivery of the material to the Customer. The product must be returned in its entirety, in its original form and in the same condition as when it arrived at the original destination and must not have been installed, removed and then returned. The product returned must match the product authorized for return. Travertine Mart will arrange for pick-up of the product. Customer must pay all Return Shipping Fees to ship the material back to and to be unloaded at Travertine Mart’s warehouse. If Travertine Mart sent you the wrong material for any reason then Travertine Mart will assume all shipping expenses.
This Return Policy does not apply to Standard Grade materials, clearance items, custom orders, previously installed or sealed or treated materials. These items are treated as final sale.
Due to the nature of Pre-Order prices, any Pre-Orders that are cancelled after payment is received, or returned within our 31-day Return Policy will be charged a 25% restocking fee. Custom orders may not be cancelled or returned.
Container Orders shipping directly from factory to customer’s port of choice cannot be returned or cancelled once production has taken place. All custom order and container order deposits are non-refundable.
Sample purchases are also eligible for return within 31 days of delivery, subject to the written approval, original-condition and customer-paid return-shipping requirements above. The sample-order credit toward a qualifying material order is a separate benefit.
Keep return and sample refund separate
A sample refund toward a qualifying material order is a different benefit from returning delivered samples. Read the sample refund instructions and sample ordering guide.
Use the return policy page for the current policy and contact our team before arranging a return.
