Cancellation & Refund Policy

1. Overview

At S.N. Mour Marbles, we strive to ensure that every stone we deliver meets our legacy standards of quality. However, due to the nature of natural stone and the logistics involved in heavy transport, we have a strict cancellation and refund policy to protect the integrity of our operations.

2. Order Cancellation

• Custom Orders: Once a custom cutting or processing order has been placed and confirmed, it cannot be canceled or refunded. These materials are processed specifically for your project requirements.
• Standard Orders: Orders for standard stock slabs may be canceled within 24 hours of booking, provided that shipping arrangements have not yet commenced. A cancellation fee of 10% will apply to cover administrative and stocking costs.
• After Dispatch: Once materials have been loaded onto the truck or dispatched from our facility, orders cannot be canceled under any circumstances.

3. Returns & Refunds

Given the heavy and fragile nature of natural stone, we generally do not accept returns. Refunds are only processed under the following specific conditions:

• Material Discrepancy: If the material delivered is fundamentally different from the material specification agreed upon (e.g., wrong material type). Note that natural variations in color, veining, and texture are not considered discrepancies.
• Transit Damage: While we take every precaution, damage can occur. Any breakage or damage must be noted on the delivery receipt at the time of delivery and reported to us immediately with photographic evidence. Claims made after the material has been offloaded and accepted will not be entertained.

In the rare event a refund is approved, it will be processed to the original method of payment within 15-30 business days, deducting any applicable shipping and handling charges.

4. Natural Stone Disclaimer