RETURN AND REFUND
POLICY
Imperial Stone USA policy
Thank you for shopping with Imperial Stone USA. We strive to provide the highest quality Brazilian marble and granite stones. If you are not entirely satisfied with your purchase, we’re here to help.
Returns
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Eligibility:
- To be eligible for a return, your item must be unused and in the same condition that you received it.
- Your item must be in the original packaging.
- You need to provide the receipt or proof of purchase.
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Return Process:
- Contact our customer service team at (203) 948-9237 or imperialstoneusa@gmail.com to initiate a return.
- Once your return is approved, we will provide you with a return shipping label and instructions on how to send your item back to us.
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Return Shipping:
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
- If you receive a refund, the cost of return shipping will be deducted from your refund.
Refunds
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Refund Process:
- Once we receive your item, we will inspect it and notify you that we have received your returned item.
- We will immediately notify you of the status of your refund after inspecting the item.
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Refund Approval:
- If your return is approved, we will initiate a refund to your original method of payment.
- You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
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Partial Refunds:
- Partial refunds may be granted for items that are not in their original condition, damaged, or missing parts for reasons not due to our error.
Exchanges
- We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at (203) 948-9237.
Non-Returnable Items
- Custom orders or personalized items
- Items on sale
Contact Us
If you have any questions on how to return your item to us, contact us at (203) 948-9237or imperialstoneusa@gmail.com.
Why Choose Us
Our Commitment
Our commitment goes beyond providing natural stones. We work with dedication, transparency, and innovation, always seeking solutions that meet the specific needs of each client. We believe that success lies in building strong, long-lasting partnerships by offering a complete service package, including:
- Tailored Consultancy: We help our clients choose the best products for their projects, ensuring the ideal application of our natural stones.
- Efficient Logistics: We handle all the details to ensure that materials arrive on-site on time and in perfect condition.
- Sustainability: We are strongly committed to sustainable practices at every stage of our production, from extraction to transportation, minimizing environmental impact.
Mission, Vision, and Values
- Mission: To supply high-quality natural stone products to the construction market, focusing on innovation, sustainability, and customer service excellence.
- Vision: To be recognized as the leading supplier of natural stones in North America, standing out for quality, efficiency, and environmental responsibility.
- Values: Quality, Trust, Sustainability, Partnership.
