Refund and Return Policy

At Carve and Quarry, we take pride in the quality of our natural stone products. However, we understand that there may be instances where a return or refund is necessary. This policy outlines our procedures for returns and refunds.

1. Returns:

Due to the inherent natural variations in color, texture, and veining of stone products, we generally do not accept returns based on these natural variations. Please consider this when placing your order and feel free to request additional product details or images before purchasing.
We only accept returns in the following specific circumstances:
- Damaged Products: If the products arrive damaged during shipping, and the damage is clearly noted on the delivery receipt at the time of delivery. You must also notify us of the damage within [Specify timeframe, e.g., 24-48 hours] of delivery with supporting photographic evidence.
- Defective Products: If the products have a manufacturing defect that significantly impairs their usability or appearance. You must notify us of the defect within [Specify timeframe, e.g., 7 days] of receiving the product with a detailed description and photographic evidence.
- Incorrect Items: If you receive products that are different from what you ordered. You must notify us within [Specify timeframe, e.g., 7 days] of receiving the incorrect items. The products must be in their original, unused condition and packaging.
Custom or made-to-order items are non-returnable and non-refundable unless they arrive damaged or defective as per the conditions mentioned above.

2. Return Process:

To initiate a return, you must contact our customer service team at [Your Company Email Address] or [Your Company Phone Number] within the applicable timeframe mentioned above, providing your order number, details of the issue, and supporting evidence (e.g., photographs of damage or defects).
Our customer service team will review your request and provide you with instructions on how to proceed with the return if it is approved.
For approved returns, you may be required to return the products in their original packaging and condition. You may be responsible for the return shipping costs unless the return is due to our error (e.g., damaged, defective, or incorrect items).
We recommend using a trackable shipping method for returns as we are not responsible for items lost or damaged during return shipping.

3. Refunds:

Once we receive the returned products and verify their condition and the reason for the return, we will process your refund.
Refunds will be issued to the original payment method used for the purchase, unless otherwise agreed upon.
Please allow [Specify timeframe, e.g., 7-14 business days] for the refund to be processed and reflected in your account. The exact processing time may vary depending on your bank or payment provider.
Shipping charges are non-refundable unless the return is due to our error (e.g., damaged, defective, or incorrect items). In such cases, we will refund the original shipping charges.
For returns of damaged or defective items, we may offer a replacement, repair, or a full refund at our discretion.

4. Exchanges:

We typically do not offer direct exchanges due to the unique nature of our stone products. If you wish to exchange an item, you may need to return the original item (if eligible for return) and place a new order.

5. Non-Refundable Items:

The following items are non-refundable:

Products returned due to natural variations in color, texture, or veining.
Custom or made-to-order items, unless damaged or defective.
Items that have been used, altered, or damaged after delivery (unless due to a pre-existing defect).
Items returned without their original packaging or missing accessories.
Return requests made after the specified timeframe.

6. Cancellation Policy:

You may be able to cancel your order before it has been shipped. Please contact us as soon as possible if you wish to cancel.
Once an order has been shipped, it cannot be canceled, and the standard return policy will apply.
For custom or made-to-order items, cancellations may not be possible once production has begun.