Refund policy

Refund & Return Policy

Last updated: 18 oct. 2026

Marblous is operated by KAAZ LLC. Every Marblous piece is cut from natural marble, and we want you to love yours. If something isn't right, this policy explains what you can do.

1. Return window

You have 30 days from the date you receive your order to request a return.

To be eligible, the item must be:

unused, undamaged and in the same condition as when you received it;
in its original packaging, including the protective inserts;
accompanied by your order number or proof of purchase.

2. Natural stone variations

Marble is a natural material. Each piece has its own veining, color shifts, small pores and mineral marks, so the item you receive will not be identical to the product photos. These natural characteristics are not defects, and they are not grounds for a return as "damaged" or "not as described." You can still return the item for a change of mind under Section 1.

3. Items that cannot be returned

Custom-made, personalized or made-to-order items, unless they arrive damaged or defective
Items that have been used, installed, drilled, sealed or modified, including cabinet knobs and pulls that have been mounted
Gift cards

4. How to start a return

Email us at contact@marblous.com with your order number and the item(s) you want to return. Please do not send anything back before we approve your request. Packages sent without approval may be refused.

Once your return is approved, we will send you the return address and instructions.

Marble is heavy and fragile, so please pack it carefully in the original packaging. Items damaged during return shipping because of poor packaging may be refused or refunded only partially.

5. Return shipping costs

Change of mind: you pay the return shipping. We recommend a tracked and insured service, because we cannot refund items that are lost or damaged on the way back to us.
Damaged, defective or wrong item: we cover the return shipping, or we may let you keep the item and issue a refund or replacement.

Original shipping fees are non-refundable, except when the return is due to our error.

6. Damaged, defective or wrong items

Please inspect your order as soon as it arrives. If anything is broken, chipped, cracked or not what you ordered, contact us within 48 hours of delivery at contact@marblous.com and include:

your order number or email address;
clear photos of the item;
photos of the outer box and packaging.

We will offer a replacement or a full refund, whichever you prefer, subject to availability.

7. Refunds

When we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds go back to your original payment method within [10–15] business days. Your bank or card issuer may take a few extra days to post it.

If you have not received your refund after that time, check with your bank first, then contact us.

8. Exchanges

The fastest way to get a different item is to return the one you have and place a new order once the return is approved.

9. International orders

Customs duties, import taxes and brokerage fees paid on delivery are generally non-refundable, because they are collected by the destination country and not by us.

10. Order cancellations

You can cancel an order free of charge before it ships by emailing us at contact@marblous.com. Once the order has shipped, the return process above applies.