HAUS OF MARBLE RETURNS & REFUNDS POLICY
At Haus of Marble, all products are produced to order and manufactured specifically for each client following approval of the chosen design, materials, and specifications. Due to the bespoke nature of these items, our returns policy is intentionally firm to ensure clarity, fairness, and protection for both parties.
All products are supplied with the understanding that delivery is to the exterior of the property and that internal handling, lifting, positioning, or installation is the responsibility of the customer or their appointed installers. This policy explicitly excludes any claims arising from damage caused during installation, lifting, or third-party handling after delivery.
Bespoke and Made-to-Order Items
The majority of our products, including marble bathtubs, basins, kitchens, wardrobes, furniture, coffee tables, and other bespoke components, are custom-made. For this reason, made-to-order items are non-refundable and non-returnable once production has commenced. Returns cannot be accepted for change of mind, natural variations in stone such as veining, tone differences, slight dimensional tolerances, design changes after approval, or issues arising from site access limitations. A return or replacement will only be considered where the product contains a clear manufacturing defect or arrives damaged in transit. Claims based on personal preference or the inherent characteristics of stone are not eligible for return.
Non-Custom Products
For marble lighting, customers may request a return within 14 days of receiving the item. Items must be unused, in their original packaging, and in perfect condition. No returns will be accepted without prior written authorisation from our customer service team. To request a return, customers should email contact@hausofmarble.com with their name, order number, and reason for the return.
Return Authorisation
No item should be returned without prior approval. Once a return request has been authorised, the appropriate return facility address will be provided. Return locations vary depending on the category of product, and the address will be confirmed in writing for each approved return.
Correspondence Address
A physical UK address is displayed for legal and compliance purposes. This address is for correspondence only and does not accept returned goods. All returns must be authorised and sent to the dedicated facility provided upon approval. The correspondence address is Haus of Marble (M and Z Trading LTD), Capital House, 7 Sheepscar Court, Leeds, England, LS7 2BB.
Damaged or Faulty Items
If an item arrives damaged or defective, customers must notify us within 48 hours of delivery and provide clear photographic evidence along with the delivery note. All deliveries are fully insured. Haus of Marble will arrange a repair, replacement, or refund depending on the circumstances. Customers must retain all original packaging until the matter is resolved. This guarantee does not cover damage caused during installation, lifting, or third-party handling after delivery.
Refund Processing
Once an authorised return has been received and inspected, eligible refunds will be processed within five to seven business days. Customers are responsible for the cost of returning items unless the product is defective or damaged in transit.
Contact Information
For all enquiries regarding returns, refunds, or order issues, customers should contact contact@hausofmarble.com. Haus of Marble is registered as M and Z Trading LTD at Capital House, 7 Sheepscar Court, Leeds, England, LS7 2BB, Company Number 16719661.
