Returns Policy

Last updated: October 30, 2026

Marble Systems accepts eligible returns within 10 calendar days of delivery or pickup, subject to prior authorization, a 30% restocking fee, and return freight charges. Please review the conditions below before ordering or installing your material.

Return eligibility

  • Contact us and arrange your return within 10 calendar days of delivery or pickup. No returns are accepted after this period.
  • Materials must be unused, uninstalled, in their original packaging, and in resaleable condition. Tile sold by the box must be returned in complete boxes.
  • Special order and custom order items are final sale and cannot be returned.
  • Installed materials cannot be returned. Inspect and approve all materials before installation.

Restocking fees and return freight

All accepted returns are subject to a restocking fee of 30% of the returned merchandise price. The customer is responsible for return freight costs and arranging transportation to the shipping location specified by Marble Systems. Original shipping and delivery charges are nonrefundable, except where required by law.

How to request a return

  1. Within the 10-day return period, contact the showroom or sales representative that handled your order. You may also call (703) 204-1818 or use our Contact Us page for assistance.
  2. Provide your order or invoice number, the item names or product codes, quantities, and reason for the return. Include photographs if the material is damaged or incorrect.
  3. We will respond to your request within 3 business days. Obtain return authorization and the correct return shipping address before sending any material. Do not ship to a showroom or our headquarters unless instructed.
  4. Pack approved materials securely in their original packaging. Use a trackable carrier and retain the shipment details. Returned products must arrive in resaleable condition.

Inspection and credit processing

Returns are inspected upon receipt. For eligible returns, we will complete inspection and process the approved credit or applicable refund within 10 business days of receiving the material, less the 30% restocking fee and applicable freight charges. Your return authorization will confirm the credit or refund method. No cash refunds are issued. If a payment-provider refund applies, your provider may require additional time to post it.

Inspect before installation

Check the quantity, product, color, markings, texture, and condition of every shipment before installation. Open the boxes and dry lay the material to review and blend the pieces. Contact us promptly about any concern and do not install disputed material. Installation constitutes acceptance of the material; no claims, adjustments, or returns will be accepted after installation, except where required by law.

If a shipment arrives damaged, note the damage on the delivery receipt, retain the packaging, take photographs, and contact your sales representative promptly. Shipping damage claims must be submitted in writing to the carrier, with a copy to Marble Systems, within 5 days of receipt, as described in our Terms & Condition.

Installation requirements

All products must be installed only after the subfloor has been waterproofed, using ARDEX thin-set mortar and grout suitable for the product and application, in accordance with the manufacturer’s instructions. Marble Systems is not responsible for damage resulting from installation, including installation methods, substrate preparation, or materials used, except where required by law.

Natural stone variation

Natural stone varies in color, markings, veining, and texture. These natural characteristics are part of the material and are not defects. Samples illustrate general characteristics and may differ from delivered material. Review and approve your material before installation.

Payment terms

Past-due balances are subject to a finance charge of 1.5% per month (18% annually), to the extent permitted by applicable law. Credit card payments are subject to an applicable processing fee, disclosed before payment and charged only where permitted by law.

Questions about a return?

Contact your Marble Systems showroom or sales representative, call (703) 204-1818, or visit our Contact Us page. Our headquarters is at 2737 Dorr Avenue, Fairfax, VA 22031. Return shipments must go to the location specified in your return authorization.

This policy does not limit rights or remedies that cannot be excluded under applicable law. The 10-day return period above applies to returns; the separate inspection and acceptance provisions in our Terms & Condition do not extend that return period.