Return & Refund Policy

Effective Date: [June, 2025]

At Counterstops, we take pride in offering premium kitchen countertops crafted from the finest natural and engineered materials, including marble, granite, quartz, quartzite, and more. Due to the nature of these products—often customized, cut-to-size, or fragile—our return and refund terms are strictly defined to protect both our customers and our business.

1. Eligibility for Return or Refund

We accept returns or refund requests only under the following conditions:

The product was delivered damaged, broken, or visibly defective.
The product is materially different from what was ordered (wrong material, finish, or size).
The issue is reported to us within 48 hours (2 days) from the date of delivery.

🛑 We do not accept returns or offer refunds after 2 days under any circumstances, even in cases of dissatisfaction with color, texture, or natural variations in stone. These characteristics are inherent to natural materials.

2. Non-Returnable Items

The following items are non-returnable and non-refundable:

Any custom-cut, fabricated, or modified countertop slabs
Items installed, altered, or used after delivery
Clearance, discounted, or final-sale products
Materials damaged after delivery due to mishandling, improper storage, or installation by third parties

3. How to Request a Return or Refund

If your order meets the return criteria, follow these steps within 48 hours of delivery:

Email us at shamsswati77@gmail.com with:
- Order number
- Clear photos of the product showing damage or defect
- Description of the issue
Our team will review the request and respond within 1–2 business days.
If approved, we will coordinate return pickup and issue a refund or replacement as appropriate.

4. Refund Method

Approved refunds will be issued through the original payment method (credit card, PayPal, bank transfer, etc.) within 7–10 business days after we receive the returned item.

Note: Shipping, handling, and installation fees are non-refundable.

5. Cancellations

Orders can be cancelled within 24 hours of placement, provided processing or cutting has not begun. After this window, the order enters fabrication or dispatch and cannot be canceled.

6. Natural Stone Disclaimer

Stone materials such as marble, granite, onyx, and quartzite may exhibit natural variations in color, veining, pores, and texture. These are not considered defects and are part of the stone’s authenticity and uniqueness. We encourage all customers to view samples or slabs prior to purchase, when possible.

7. Contact Us

If you have questions about our return and refund policy, please contact:

Shams Ul Arifeen
📧 Email: shamsswati77@gmail.com
📞 Phone: +971 528 525 165

📌 Important Note

Please inspect all deliveries at the time of receipt. Claims made after 48 hours from delivery will not be accepted under any circumstances.