Return/Cancellation Policy

Nature of our Products

Remember, natural stones are products of nature and no one tile will be alike another one.  This is where the beauty of this product comes from. Natural variations accepted normal. We strongly suggest our clients to always order samples prior to placing their actual orders. Dimensions provided are nominal and up to 1/8” differences with posted dimensions are normal. Up to 20% breakage and chipping, damage considered normal during this fragile item shipment and may and will be utilized by your installer during installation for cuts.

Returns

All products are sold as-is. When you receive your shipment, open and check 1 box or crate to make sure this is the product you have ordered and satisfied with it. All orders will be shipped from same lot, therefore please only open 1 box to check for your overall product satisfaction. As mentioned above, natural stone products will have natural variations and it is normal. Please do not break, open or remove product from rest of the order unless you are completely satisfied since you will not be able to return product if not in original condition.

If you are not satisfied, do NOT refuse the shipment, still ACCEPT the shipment and contact us immediately to discuss return process.

Returns are only acceptable

1) If The product is in its original packaging and never opened, installed or taken out of the pallets. No partial returns accepted. In such cases, the refund will only be made for the product itself, both outbound and inbound shipping costs are responsibility of the customer. If any damage occurs during the transportation, customer is responsible for all damaged/missing products and be refunded the net amount received by https://www.nalboor.com Stonexchange,Inc.

All returns must have a prior authorization by https://www.nalboor.com Stonexchange Inc. Absolutely no returns for products removed from its packaging. Products removed from original boxes, crates, pallets and repacked is no longer accepted as original condition, therefore, they may not be returned. Absolutely no returns on products that are installed.

2) If The product is proved to be defected. An authorization for return is still required.

If https://www.nalboor.com authorizes a return, it must be made within  30 days of when the customer receives the product.

You may only return unopened, resalable items, original condition products. Please call our Customer Care Specialists at (305) 501 4548 on Mon-Fri from 9 am to 4 pm Eastern Time for authorization. You are responsible for all original and return shipping costs. After https://www.nalboor.com Stonexchange Inc. receives the product, please allow 48 hours to process the return. Your refund will be provided by the same method you originally used to order the product(s). Any items returned without return authorization, including canceled orders and refused shipments, are subject to a 25% restocking fee plus related in and outbound shipping and missing product charges.

Some extra materials are recommended for repairs as attic stock. We recommend our customers to order 5% extra material on top of the waste calculated by your installer as attic stock (usually 15-20%) since ordering smaller quantities will cost more with shipping added.

https://www.nalboor.com does not guarantee to have extra material of the same lot if you need more in the future.

 

Cancellations

Orders cancelled prior to shipping can be cancelled without penalty. If you decide to cancel an order, please call our Customer Care Specialists immediately at (305) 501 4548 on Mon-Fri from 9 am to 5 pm Eastern Time. Once an order has been loaded and is in route to the shipping address, https://www.nalboor.com Stonexchange Inc. will charge all applicable shipping fees as part of the return. The customer is solely responsible for all outgoing and return shipping costs. Any items returned without return authorization, including canceled orders and refused shipments, are subject to a 25% restocking fee plus all shipping costs and any damage occurs during return.

 

Refused Orders

DO NOT REFUSE ANY SHIPMENT. If your shipment arrives damaged, make sure to note to carriers  delivery receipt product is DAMAGED and call our Call Center (305 501 4548) immediately for assistance with getting replacements send out to you. (Please see Damages Policy) If you refuse to accept an order, https://www.nalboor.com Stonexchange Inc. will charge all applicable shipping fees as part of the return. The customer is solely responsible for all outgoing and return shipping costs. Any items returned without return authorization, including canceled orders and refused shipments, are subject to a 25% restocking fee plus all shipping costs and any damage occurs during return plus all opened non-original condition products.

 

Damaged or Missing Product

Damage Claims

https://www.nalboor.com Stonexchange Inc. stands behind our product, and we want to take all the stress out of your order. We ship nationwide. Many of the products that we ship are fragile by nature, and on occasion damages can take place during transit. Up to 15% breakage,chipping and damage considered normal during this fragile items shipment and most of these product can and will be utilized by your installer for corner cuts during installation. If you receive damaged product more than 15% in your shipment, follow the policies below, call or email us right away and we will ship out replacement tiles immediately, at no additional cost to you.  We have Specialists available Monday-Friday, 8am-5pm Eastern, ready to assist you.

If you receive a damaged shipment, follow these 3 steps for quick replacement of your shipment.

  1. Accept the shipment.
  2. Contact https://www.nalboor.com Stonexchange Inc. Immediately.
  3. Provide us with the required documentation.
    • POD (Proof of Delivery Receipt)
    • Pictures of Damaged Product
    • Number of pieces damaged.
    • Send [email protected]
  1. https://www.nalboor.com Stonexchange will ship your excess replacement tile immediately

Upon initial receipt of the shipment, look for any indication of damage on the outside of the cartons, crates or packing material. Notate any damage on the POD provided by the driver, this will ensure a faster turn around on filing the claim and re-shipping the product. Even if no damage is noted on the POD, you can still file a claim for hidden damage.

***NOTE: NEVER REFUSE A SHIPMENT***

Refusing a shipment will incur additional shipping charges that the customer will be responsible for paying. Refused shipments are subject to return shipping costs and, in certain circumstances, will incur a 25% restocking fee.

If you have received a damaged shipment, please contact our Customer Service Department at 305 501 4548 for assistance. You can also email your damage claim in to [email protected] Please have your Order Number and Tracking Numbers ready to ensure a quicker turn around for your replacement shipment.

DO NOT DISCARD any of the damaged material or packaging. Once reported, the damaged material is the property of the carrier, by law, and they have 120 days to decide if they wish to inspect, pick up or advise to discard the damaged material. https://www.nalboor.com Stonexchange cannot be held responsible for any damages or shortages. The carrier is responsible once the product leaves our possession.

 

Installed Merchandise

IMPORTANT INFORMATION – PLEASE READ CAREFULLY 
https://www.nalboor.com Stonexchange Inc. is not responsible for product defect or damage, property damage, or lost labor costs due to faulty installation. It is the responsibility of the customer to validate the credentials, references, insurance, and certification before any work begins. Claims for damage or shortages must be made upon receipt of product. Thoroughly inspect all products before installation, as use will constitute acceptance. Installed flooring is considered the property of the owner/installer and cannot be exchanged or returned for any reason.