Returns & Refunds

Overview

This Returns & Refunds Policy applies to sample, bulk, and project orders placed with GFO Stone International, LLC (“GFO Stone,” “GFO,” “we,” “us,” or “our”) through our website, by phone, in person, or through a GFO Stone sales representative.

This policy should be read together with our Sales Terms & Conditions. If the terms of a customer’s sales quote, invoice, purchase order, or written sales agreement differ from this general policy, the applicable sales document will govern.

Sample Orders

• Free product samples do not need to be returned.
• Sample orders may be cancelled before shipment. Contact GFO Stone with your order number as soon as possible to request cancellation.
• Once a sample order has shipped, it cannot be cancelled.
• If a paid sample shipment is cancelled before shipping, or is confirmed lost or damaged in transit, GFO Stone may refund the applicable shipping charge to the original payment method, subject to the circumstances of the order.

Bulk & Project Orders

• Customers are responsible for inspecting material upon delivery and before cutting, fabrication, or installation.
• All material must be inspected for quantity, color, condition, veining, pattern, and other visible characteristics before fabrication.
• Customers are responsible for approving the material and, where applicable, confirming blending and layout before fabrication.
• All sales are final after 10 calendar days from delivery.
• Within the first 10 calendar days, cancellation or return requests may be considered by GFO Stone and are subject to the applicable sales quote, invoice, or sales agreement.
• If material has been delivered and an approved cancellation or return is permitted, a 25% restocking fee may apply, in addition to applicable transportation, return shipping, handling, or other costs.
• Material that has been cut, fabricated, installed, altered, damaged after delivery, or ordered specifically to a customer's specifications is final sale and is not eligible for return.
• Special-order, custom-order, or non-stock material may be subject to additional restrictions stated in the applicable sales documentation.
• GFO Stone reserves the right to approve or decline a return based on the condition of the material, the nature of the order, and the applicable sales terms.

Natural & Engineered Stone Variation

Natural stone is a natural product, and each slab is inherently unique. Variations in color, veining, movement, texture, density, pattern, and shade are normal characteristics of the material.

Engineered stone and other manufactured surfaces may also have variations between production runs, samples, photographs, displays, and the material delivered.

Such variations are not considered defects and are not grounds for cancellation, return, refund, or credit.

Customers should inspect and approve the actual material before fabrication or installation.

Damaged, Defective, or Incorrect Material

Any claim involving damaged, defective, or incorrect material must be reported to GFO Stone promptly after delivery and, where applicable, within 7 business days.

The customer should provide:

• Order or invoice number
• Description of the issue
• Clear photographs of the material and reported damage or condition
• Any other information reasonably requested by GFO Stone

Do not cut, fabricate, install, alter, or otherwise modify material that you believe is damaged, defective, or incorrect before contacting GFO Stone.

GFO Stone will review the claim and determine the appropriate resolution, which may include replacement, credit, repair, return authorization, or another mutually appropriate resolution.

Returns

No material may be returned without prior authorization from GFO Stone.

For an approved return:

• Material must be unused, uncut, unfabricated, and in its original condition unless otherwise authorized in writing.
• The customer is responsible for making the material available for return in a safe and accessible manner.
• Return transportation, freight, handling, and other applicable costs may be the customer's responsibility.
• A restocking fee may apply as provided in the applicable sales terms.
• GFO Stone may inspect the returned material before approving any refund or credit.
• Material returned without authorization may be refused or may not qualify for a refund or credit.

Refunds & Credits

• Approved refunds will generally be issued to the original payment method.
• Refunds are processed after the applicable return has been received and inspected.
• Applicable restocking, transportation, return shipping, handling, or other authorized charges may be deducted from the refund.
• Bulk and project-order refunds or credits are subject to the terms of the applicable sales quote, invoice, purchase order, or sales agreement.
• GFO Stone is not responsible for delays caused by banks, credit-card issuers, payment processors, or other third parties after a refund has been submitted.

Payment Method Fees

Any payment-method fees or convenience fees charged in connection with an original transaction are subject to GFO Stone's Sales Terms & Conditions and applicable law.

Final Sale

After 10 calendar days from delivery, all sales are final. No returns, refunds, or cancellations will be accepted after this period except where required by applicable law or expressly authorized in writing by GFO Stone.

Nothing in this policy limits any rights or remedies that cannot legally be waived or limited.

Changes to This Policy

GFO Stone may update this Returns & Refunds Policy from time to time to reflect changes in our business practices, products, services, or applicable requirements.

Any material changes will be reflected on this page with an updated date.

Questions or Starting a Return

Please contact your GFO Stone sales representative or email info@gfostone.com before attempting to return any material.

Questions or Starting a Return

Contact your GFO Stone sales representative, or reach us at ···.