Surfaces Galore Return Policy, Cancellation, Exchanges, and Refunds
1. Return Eligibility:
- Most items are eligible for return unless stated otherwise (see "Non-Returnable Items" section). To start a return, email us your order details, including your name and order number, or reply to the order confirmation email to get a return authorization.
2. Proof of Purchase:
- A receipt or proof of purchase is required to complete your return.
3. Return Shipping Costs:
- Customers are responsible for return shipping charges and arrangements. Surfaces Galore does not cover these costs.
4. Partial Returns:
- Partial returns are not accepted.
5. Cancellation Fees:
- Order cancellations before packing are subject to a 5% fee. Cancellations before shipping are subject to a 10% fee or a full refund as store credit to avoid the fee.
6. Return Period:
- New and undamaged items can be returned in their original packaging within 10 days for a refund minus shipping costs and a 25% restocking fee. Returns beyond 10 days are not accepted. Customers are responsible for shipping costs both ways if the seller is not at fault. Additionally, customers are responsible for any broken pieces in the returned items.
7. Return Processing Time:
- Returns are processed within 3-7 business days. You will receive an email notification once your return is processed.
8. Return Condition:
- All returns must be in their original packaging and condition. Credit will not be issued for items returned damaged. Pack items carefully. Returned items must be in their original, unused condition with all packaging materials, labels, and tags intact to ensure resale. Insure your return shipment and use a trackable method.
9. Refunds for Damaged or Missing Returns:
- Refunds will not be issued for items damaged in return transit or for returns that are never received.
10. Pre-Shipment Inspection:
- All orders are inspected before shipment. If a product is damaged or missing, contact us immediately. Up to 5% damage during transit is considered acceptable and can be used for necessary cuts. For damage exceeding 5%, note it on the receiving document and take pictures.
11. Incorrect Product:
- Contact us within 1-2 days if you believe you have received the wrong product. Provide pictures of the item. If confirmed, we will either replace the order or refund the full amount, including shipping. We will cover all shipping costs and arrange for the pickup of the incorrect product.
12. Natural Variations:
- Natural variation in color or pattern is a characteristic of our natural stone products. These variations are normal and expected. We are not responsible for issues related to these natural variations.
13. Correct Product Returns:
- If the product received is correct, but you still wish to return it, contact us to discuss a regular return. We encourage ordering a sample before placing a larger order to avoid such issues.
14. Cancellation Policy:
- To cancel an order before it ships or is delivered, contact us promptly. Once an order is shipped or delivered, it cannot be canceled; the standard return policy will apply.
15. Exchange Policy:
- Direct exchanges are not offered. To exchange a product, initiate a return for the unwanted item and place a new order for the desired item.
16. Restocking Fee:
- A restocking fee of up to 25% may be applied to all returnable merchandise unless the return is due to our error. Customers are responsible for all shipping and related charges unless the return is due to our error. Consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item. Ensure you are ordering exactly what you want to avoid complicated and expensive return processes.
17. Complete Returns Only:
- Only complete returns are accepted to avoid sorting and hand-picking products. Natural stone products exhibit inherent variations. We encourage ordering samples to see variations in color, shading, and texture. Returns based on color/shade preferences are not allowed as our materials are sold mixed naturally.
18. Non-Returnable Items:
- The following items cannot be returned:
- Samples
- Custom or hand-made products
- Items offered at special pricing
- Special/custom orders (non-stock items)
- Clearance, sale, or close-out items (as specified on item listing pages)
- Items purchased under sale, clearance, or custom "as-is" condition are not eligible for return, exchange, or refund. This includes all items listed under the clearance section and any custom orders. Please carefully review your selections before finalizing your purchase, as all sales of these items are final.
19. Inspection Before Installation:
- Inspect products before installation. Once installed, products are considered accepted, and returns or refunds will not be possible. Damages during installation are not considered defects.
20. Late or Missing Refunds:
- If you haven't received a refund, check your bank account and contact your credit card company and bank, as there may be processing times.
21. Cancellation Timing:
- We process and ship orders quickly. To cancel an order, request via email or phone within 24 hours of placing your order. If 24 hours have passed, call us to see if we can still cancel it. Once an order is prepared and packed, we can no longer cancel it. Order cancellations before packing are subject to a 5% fee. Cancellations before shipping are subject to a 10% fee or a full refund as store credit to avoid the fee.
22. Contact Information:
- For any questions or concerns regarding returns, cancellations, or exchanges, contact us at info@surfacesgalore.com.
23. Return Address:
Please Contact Us Before Returned
- Send returns to:
- Surfaces Galore
- 530 East Cerritos Avenue
- Anaheim, CA 92805