Return and Refund Policy

RETURN POLICY, CANCELLATIONS, EXCHANGES & REFUNDS

Surfaces Galore

By placing an order with Surfaces Galore, the customer acknowledges and agrees to the following terms regarding returns, cancellations, exchanges, refunds, delivery, inspection, and natural stone characteristics.

Surfaces Galore specializes in natural stone products. Marble, travertine, limestone, and other natural stones inherently contain variations in color, shade, veining, movement, texture, surface characteristics, dimensions, and other natural features.

Nothing in this policy is intended to waive or limit any right or remedy that cannot lawfully be waived or limited under applicable law.

1. RETURN ELIGIBILITY

Most regularly stocked products may be eligible for return subject to all requirements below.

A return authorization must be requested within 30 calendar days of delivery.
Merchandise must be new, unused, uninstalled, uncut, unsealed, unmodified, and in resalable condition.
Original cartons, packaging, labels, and identifying information must remain intact.
Partial returns are not accepted for ordinary customer-initiated returns. The complete eligible order must be returned.
All returns require prior written authorization from Surfaces Galore.
Customer-initiated returns are subject to the restocking and shipping provisions stated in this policy.
Materials that have been installed, cut, sealed, modified, altered, or otherwise incorporated into a project are not eligible for an ordinary return.
Return requests made more than 30 calendar days after delivery are not eligible under our standard return policy.

Claims involving a confirmed Surfaces Galore fulfillment error, incorrect merchandise, shipping damage, or an alleged nonconformity are handled separately under the applicable sections below and are not automatically treated as ordinary customer-choice returns.

2. NON-RETURNABLE / FINAL-SALE ITEMS

The following items are FINAL SALE and are not eligible for ordinary return, refund, or exchange, except where otherwise required by applicable law:

Samples and sample pieces
Custom-fabricated or handmade products
Made-to-order products
Special-order or non-stock merchandise
Products clearly identified as final sale at the time of purchase
Clearance merchandise
As-is merchandise
Wall plates and switch plates
Soap holders
Corner shelves and similar accessories
Custom-cut products
Products altered at the customer's request
Installed, cut, sealed, modified, or altered products

Samples are provided only as a general representation of the stone. Because natural stone varies, a sample does not guarantee an exact color, shade, veining, texture, thickness, surface appearance, or batch match to a future order.

3. SWITCH PLATES & WALL PLATES — FITMENT

Natural-stone switch plates and wall plates are specialty products.

Surfaces Galore does not guarantee compatibility with every electrical box, switch manufacturer, outlet type, wall condition, screw configuration, or installation situation.

Dimensions displayed on our website generally refer to the outside dimensions of the product unless specifically stated otherwise.

Interior openings, screw placement, fabrication tolerances, thickness, and other dimensions may vary.

Customers are responsible for verifying compatibility before purchase.

Fitment issues, installation difficulties, electrical-box incompatibility, or customer assumptions regarding interior openings or screw alignment are not considered product defects when the product otherwise conforms to its description.

This section does not apply if Surfaces Galore confirms that a materially different product was shipped from the product actually ordered.

4. CHECKERBOARD & MIXED-STONE ORDERS

Checkerboard installations and mixed-stone combinations may contain materials produced from different stone blocks, production lots, factories, or fabrication runs.

Reasonable natural or production variation may include:

Color and shade variation
Veining variation
Slight dimensional variation
Slight thickness variation
Slight edge variation
Surface-finish variation
Natural movement or characteristics specific to each stone

These characteristics are normal in natural stone and are not considered defects when they are reasonably consistent with the product description and normal natural-stone characteristics.

Customers and installers must dry-lay and inspect mixed-stone installations before installation begins.

If the customer believes the materials cannot reasonably be installed together, installation must stop and Surfaces Galore must be contacted before the material is cut or installed.

5. RESTOCKING FEE & RETURN SHIPPING

For approved customer-initiated returns:

A 25% restocking fee applies.
Original shipping and freight charges are non-refundable.
The customer is responsible for return shipping.
The customer is responsible for properly packaging and protecting returned merchandise.
Merchandise received damaged, incomplete, altered, or in non-resalable condition may receive a reduced refund or no refund depending on its condition.

The 25% restocking fee does not apply to merchandise that Surfaces Galore confirms was shipped incorrectly due to our fulfillment error.

Incorrect Address, Failed Delivery & Customer Unavailability

Customers are responsible for providing a complete and accurate shipping address and delivery information.

The customer is responsible for reasonable additional carrier costs resulting from:

Incorrect or incomplete addresses
Missing unit, suite, apartment, or business information
Customer refusal of delivery without an approved reason
Missed freight appointments
Customer unavailability
Inaccessible delivery locations
Failure to schedule a required delivery appointment
Redelivery
Storage
Address correction
Other customer-caused delivery failures

If merchandise is returned to Surfaces Galore because of a customer-provided address error or customer-caused failed delivery, applicable outbound shipping, return freight, storage, carrier, and handling costs may be deducted from any eligible refund.

If the customer wants the order shipped again, all applicable re-shipping and carrier charges must be paid before reshipment.

This section does not apply to delivery problems caused by an error attributable to Surfaces Galore or otherwise where applicable law requires a different result.

6. ORDER CANCELLATIONS

Surfaces Galore processes orders quickly. A cancellation request should therefore be submitted by telephone or email as soon as possible and preferably within 2 hours after the order is placed.

A cancellation request is not guaranteed until Surfaces Galore confirms the cancellation in writing.

If an order has already shipped, it cannot be canceled and must instead follow the applicable return process if eligible.

For orders canceled before shipment, Surfaces Galore may deduct reasonable, nonrecoverable costs already incurred in processing the order. Such cancellation costs may include payment-processing costs, administrative handling, warehouse labor, inventory allocation, packaging, supplier charges, or similar costs and may be up to 25% of the order value where reasonably applicable and permitted by law.

At Surfaces Galore's discretion, store credit may be offered instead of some or all applicable cancellation charges.

Custom, made-to-order, special-order, imported-to-order, fabricated, or otherwise specially prepared merchandise may become non-cancelable once production, procurement, fabrication, or special handling begins.

Any cancellation charge will be applied only to the extent permitted by applicable law.

I changed this from your old automatic 25% cancellation language because California has specific rules for predetermined damages in consumer retail contracts; making the charge tied to reasonable nonrecoverable costs is safer.

7. NATURAL STONE VARIATION & PRODUCT PHOTOGRAPHY

Natural stone is a product of nature.

Variations may occur in:

Color
Shade
Veining
Movement
Texture
Fossils or mineral deposits
Pits
Pinholes
Fissures
Fill
Surface characteristics
Edges
Thickness
Dimensions

Website photographs, installed photographs, samples, showroom pieces, previous orders, and marketing images are intended to provide a general representation only.

Computer screens, mobile devices, lighting, photography, sealing, installation conditions, and stone batch differences can change the perceived appearance of natural stone.

A new shipment or reorder should not be expected to exactly match a previous order or sample.

Normal natural-stone variation that is consistent with the product description is not considered a defect.

If an otherwise eligible customer simply prefers a different appearance, the request will be treated as a customer-choice return and remains subject to the 30-day return period, full-order requirement, restocking fee, return shipping, and all other eligibility requirements.

8. NATURAL STONE BACKSIDE CHARACTERISTICS

The back of natural marble, travertine, limestone, and other stone products may naturally contain:

Holes
Cavities
Pits
Voids
Fill
Mesh reinforcement
Resin
Saw marks
Rough areas
Chips
Fabrication marks
Uneven texture

Natural stone should not be expected to have the same backside appearance as ceramic or porcelain tile.

Normal backside characteristics that do not materially prevent the product from being properly installed are not considered defects.

If the customer or installer believes a backside condition makes the product unsuitable for installation, installation must stop and Surfaces Galore must be contacted before the product is installed or altered.

9. DAMAGED, SHORT, MISSING OR INCORRECT ITEMS

Customers and installers are responsible for promptly inspecting deliveries.

Visible Freight Damage

Visible freight damage should be noted on the carrier's delivery paperwork/Bill of Lading before signing for the shipment whenever reasonably possible.

Photographs should be taken of:

Entire pallet or shipment
Packaging
Shipping labels
Damaged cartons
Damaged pieces
Delivery paperwork

Initial notification should be sent to Surfaces Galore within 24 hours after delivery.

Concealed Damage

Damage discovered after unpacking should be reported as soon as reasonably possible, preferably within 24 hours after delivery.

The final quantity of damaged merchandise should be documented within 48 hours after delivery whenever reasonably possible.

Natural stone is fragile, and minor transit breakage can sometimes be used for perimeter or cut pieces. Customers should order appropriate overage for cuts, waste, selection, and possible breakage.

Minor breakage does not automatically entitle the customer to reject or return an entire otherwise usable order. Any damage claim will be evaluated based on the circumstances, quantity affected, documentation, shipping method, and applicable law.

Incorrect Item / Surfaces Galore Fulfillment Error

Customers must verify the product, stone, color, finish, size, quantity, labels, and identifying information before installation.

If you believe Surfaces Galore shipped merchandise different from the merchandise shown on your order confirmation:

STOP. DO NOT INSTALL, CUT, SEAL, MODIFY OR ALTER THE MATERIAL.

Contact Surfaces Galore as soon as possible, preferably within 48 hours after delivery, and provide:

Order number
Photographs of the material
Photographs of cartons
Box labels
Pallet labels
Product labels
Quantity received
Any other identifying information requested

If Surfaces Galore confirms that an incorrect item was shipped because of our fulfillment error, we will provide an appropriate remedy consistent with applicable law, which may include return, replacement, refund, or another agreed resolution.

A confirmed Surfaces Galore fulfillment error will not be subject to the customer's ordinary 25% restocking fee, and Surfaces Galore will arrange or cover reasonable return transportation of the affected merchandise where applicable.

Merchandise believed to have been shipped incorrectly must be preserved in substantially the condition in which it was received until return or pickup instructions are provided.

If the discrepancy was reasonably discoverable before installation and the customer or installer nevertheless installs, cuts, seals, modifies, or alters the merchandise, the material will be considered accepted with respect to those reasonably discoverable characteristics, except to the extent otherwise required by applicable law.

Reports submitted after 48 hours are not automatically treated as ordinary returns. They will be reviewed based on the circumstances, including:

When the issue was discovered
When it reasonably should have been discovered
Whether the merchandise was installed or altered
Condition of the merchandise
Packaging and labels
Order documentation
Shipping and warehouse records
Nature of the alleged discrepancy

The standard 30-day return policy applies to customer ordering mistakes, preference changes, and ordinary returns.

A claim that Surfaces Galore actually shipped merchandise materially different from what the customer ordered will be evaluated separately under this section.

Nothing in this section limits rights that cannot lawfully be waived.

This is the main Step 3 change you were looking for. California Commercial Code §2607 uses a “reasonable time” notice standard after acceptance rather than automatically making every possible claim disappear at 24 or 48 hours.

10. EXCHANGES

Surfaces Galore generally does not process direct customer-choice exchanges.

For a normal exchange:

The original eligible order must be approved and returned under this policy.
A separate order should be placed for the replacement merchandise.

A replacement resulting from confirmed shipping damage or a Surfaces Galore fulfillment error may be handled differently at our discretion and in accordance with applicable law.

11. INSPECTION BEFORE INSTALLATION / ACCEPTANCE OF MATERIAL

ALL MATERIAL MUST BE INSPECTED BEFORE INSTALLATION.

The customer and/or installer is responsible for verifying:

Product
Material
Color
Shade
Finish
Size
Thickness
Quantity
Pattern
Layout
Veining
Natural variation
General condition
Suitability for the intended installation

Installation, cutting, sealing, modification, or alteration of the material constitutes acceptance of conditions, characteristics, variations, and discrepancies that were reasonably discoverable through inspection before installation.

Materials that have been installed, cut, sealed, modified, or altered are not eligible for an ordinary return, exchange, refund, or store credit, except to the extent otherwise required by applicable law.

Surfaces Galore is not responsible for customer selection errors, installer errors, improper installation, improper substrate preparation, setting materials, grout selection, sealing, waterproofing, jobsite conditions, layout decisions, failure to inspect material, or other third-party workmanship.

To the maximum extent permitted by applicable law, Surfaces Galore is not responsible for labor, demolition, removal, reinstallation, contractor charges, project delays, loss of use, or other installation-related costs resulting from material that was installed after the customer or installer had a reasonable opportunity to inspect it.

If anything appears incorrect, damaged, defective, inconsistent, or otherwise unsuitable, STOP INSTALLATION IMMEDIATELY and contact Surfaces Galore before any additional material is installed.

This keeps the strong protection you added already while avoiding an absolute “no claim under any circumstances” statement. Your prior replacement wording appears at lines 181–193 of the policy you sent. California expressly recognizes a buyer's reasonable opportunity to inspect when determining acceptance.

12. REFUND PROCESSING

For approved customer-choice returns:

Refunds are based on the amount actually paid for eligible returned merchandise.
Applicable restocking charges will be deducted.
Original shipping charges are non-refundable.
Return freight and applicable return costs are the customer's responsibility.
Coupons, promotions, and discounts have no separate cash value and are not refundable independently from the merchandise.

After returned merchandise is received and inspected, approved refunds are generally initiated within 3–7 business days.

Additional processing time by the customer's bank, payment processor, or credit-card issuer may apply.

No refund will be issued for merchandise returned materially damaged by the customer or return carrier, incomplete, altered, or otherwise non-resalable, subject to applicable law.

Different rules apply where Surfaces Galore confirms that it caused the fulfillment error.

13. NOMINAL SIZING, THICKNESS & FABRICATION TOLERANCES

All natural-stone dimensions are nominal unless expressly stated otherwise.

Reasonable variation may occur in:

Length
Width
Thickness
Squareness
Edge
Bevel
Surface
Fabrication

Minor manufacturing or natural-stone tolerances that are reasonably consistent with the product description are not considered defects.

Customers requiring exact dimensions or tolerances for a specific installation should contact Surfaces Galore before purchasing.

If merchandise appears materially different from the advertised product description, do not install it. Contact Surfaces Galore under Section 9.

14. LOT, SHADE & REORDER DISCLAIMER

Natural stone is produced from blocks and production lots.

Surfaces Galore cannot guarantee an exact match between:

Separate orders
Reorders
Samples and full orders
Different shipments
Different production lots
Previously installed material

Customers adding material to an existing installation should contact Surfaces Galore before ordering and provide photographs, prior order information, and any available lot information.

Even with this information, an exact match cannot be guaranteed unless specifically confirmed in writing.

Natural travertine, tumbled stone, marble, and limestone may require sealing depending on the product, application, desired appearance, and installation conditions. Sealer selection and installation procedures should be confirmed with the customer's qualified installer or sealer manufacturer.

15. SHIPPING & DELIVERY ESTIMATES

All handling, shipping, freight, and delivery dates are estimates unless Surfaces Galore expressly agrees otherwise in writing.

Transportation delays can occur because of circumstances outside our reasonable control, including:

Carrier delays
Weather
Traffic
Labor disruptions
Terminal congestion
Delivery appointment availability
Government actions
Natural disasters
Supply-chain disruptions

To the maximum extent permitted by applicable law, Surfaces Galore is not responsible for consequential costs resulting solely from third-party carrier delays outside our reasonable control, including installer scheduling costs or project delays.

Customers should not schedule installers or demolition based solely on an estimated delivery date and should confirm that all material has arrived and been inspected first.

16. CURBSIDE FREIGHT DELIVERY & ACCESS

Unless specifically agreed otherwise in writing, freight shipments are curbside deliveries.

The customer is responsible for ensuring that the delivery location:

Is accessible to the carrier
Can legally receive the shipment
Has sufficient access for the delivery vehicle
Has someone available to receive and inspect the shipment when required

Additional services such as inside delivery, limited-access delivery, liftgate service, forklift service, special handling, or other delivery services may require additional charges.

Customer-caused redelivery, storage, waiting-time, or access charges are the customer's responsibility.

17. INSTALLATION, LABOR & THIRD-PARTY COSTS

Surfaces Galore does not perform or control third-party installation unless expressly contracted separately.

Surfaces Galore is not responsible for:

Installer mistakes
Improper installation
Incorrect adhesives
Incorrect grout
Improper sealing
Substrate problems
Waterproofing failures
Layout decisions
Improper cutting
Handling damage after delivery
Failure to follow applicable installation methods
Failure to inspect before installation

To the maximum extent permitted by applicable law, Surfaces Galore will not be liable for indirect or consequential installation-related costs arising from conditions that were reasonably discoverable before installation.

Where legally permitted, liability arising solely from a claim concerning nonconforming merchandise will not exceed the purchase price of the affected merchandise.

Nothing in this section excludes or limits liability that applicable law does not permit Surfaces Galore to exclude or limit.

18. MEASUREMENTS, QUANTITIES & OVERAGE

Customers are responsible for verifying project measurements and ordering adequate material.

We generally recommend ordering approximately 10%–20% additional material, depending on the project, layout, pattern, stone variation, cuts, selection, breakage allowance, and future repairs.

Complex layouts, diagonal installations, checkerboard patterns, natural-stone selection, large-format materials, or projects requiring extensive cuts may require additional overage.

Surfaces Galore is not responsible for shortages caused by customer or installer measurement errors.

Additional orders may not match the original shipment.

19. FORCE MAJEURE

Surfaces Galore will not be responsible, to the extent permitted by law, for delay or failure to perform caused by circumstances beyond its reasonable control, including natural disasters, government actions, strikes, transportation interruptions, carrier failures, extreme weather, supply shortages, port interruptions, war, civil disturbances, or similar events.

20. PAYMENT DISPUTES & CHARGEBACKS

Customers are encouraged to contact Surfaces Galore promptly so we have an opportunity to investigate and resolve legitimate order concerns.

If a payment dispute or chargeback is filed, Surfaces Galore may provide the payment processor with relevant order documentation, including:

Order confirmations
Delivery records
Tracking
BOLs
Photographs
Customer communications
Policy acknowledgments
Return records

Surfaces Galore reserves the right to contest fraudulent, duplicate, or unsupported payment disputes.

Nothing in this section is intended to restrict any chargeback, statutory, or payment-network rights that cannot lawfully be waived.

21. RIGHT TO REFUSE OR CANCEL ORDERS

Surfaces Galore reserves the right to refuse or cancel an order where reasonably necessary, including suspected fraud, pricing or listing errors, stock errors, payment problems, shipping restrictions, safety concerns, or inability to fulfill an order.

If Surfaces Galore cancels an order before shipment for reasons not caused by the customer, amounts collected for unfulfilled merchandise will be refunded as appropriate.

22. RETURN AUTHORIZATION REQUIRED

ALL RETURNS REQUIRE PRIOR AUTHORIZATION.

Before returning merchandise, the customer must obtain written return authorization and return instructions from Surfaces Galore.

Unauthorized returns may be refused and may be returned to the customer at the customer's expense.

Issuing a return authorization does not guarantee a refund. Returned material remains subject to inspection and all requirements of this policy.

23. RETURN PACKAGING & FREIGHT CONDITION

Approved freight returns must be properly prepared for transportation.

Where applicable, merchandise should be:

Returned in original cartons
Properly stacked
Palletized
Protected
Shrink-wrapped
Strapped or secured
Properly labeled

Customers are responsible for damage occurring during customer-arranged return transportation.

Material received broken, incomplete, materially altered, or damaged because of inadequate return packaging may receive a reduced refund or no refund, subject to applicable law.

24. DAMAGE & DELIVERY REPORTING

For the fastest resolution:

Visible damage: Note it on the carrier paperwork at delivery whenever reasonably possible.

Initial damage or shortage report: Contact Surfaces Galore within 24 hours after delivery whenever reasonably possible.

Concealed damage: Report promptly after discovery.

Final damaged quantity: Provide final photographs and quantity within 48 hours after delivery whenever reasonably possible.

Customers should preserve packaging, pallets, labels, damaged merchandise, and delivery documents while a claim is being reviewed.

Failure to promptly report an issue may materially affect our ability to investigate or pursue a carrier claim.

However, these reporting periods do not eliminate rights or remedies that applicable law does not permit us to waive.

I intentionally removed your old sentence saying failure to meet the deadline automatically “voids all claims.” Your current document uses that absolute wording. The revised wording still strongly requires prompt reporting without attempting to eliminate every legally protected claim.

25. DISPOSAL OF DAMAGED MATERIAL

Customers must not dispose of claimed damaged or incorrect material until Surfaces Galore confirms in writing that disposal is permitted.

Surfaces Galore may request photographs, inspection, return, carrier inspection, or other documentation before approving a credit, replacement, or refund.

If Surfaces Galore authorizes disposal, the customer is responsible for disposal unless Surfaces Galore agrees otherwise in writing.

26. GOVERNING LAW & VENUE

To the extent permitted by applicable law, purchases and disputes involving Surfaces Galore will be governed by the laws of the State of California, without regard to conflict-of-law principles.

Where legally permitted and where the parties may validly agree to venue, legal proceedings shall be brought in the appropriate courts located in Orange County, California.

Nothing in this provision deprives a consumer of any mandatory jurisdiction, venue, or consumer-protection right that cannot legally be waived.

Any legal action must be brought within the limitation period permitted by applicable law. Nothing in this policy shortens a statutory limitation period below the minimum period permitted by applicable law.

That last sentence is important because California Commercial Code §2725 generally gives sales-contract claims four years and permits contractual reduction only to not less than one year.

27. CONTACT INFORMATION