Refund and Returns Policy

Last Updated: 26/09/25

This Refund & Returns Policy governs the return and refund conditions for products purchased from Total Marbles. By placing an order or making purchases, you agree to the terms below.

1. Final Sale Nature

Marble, granite, natural stone, and similar construction products are considered final sale due to their nature, custom cutting, and handling. Returns are generally not accepted once goods have been shipped, except for limited cases defined below.

2. Damaged, Incorrect, or Defective Shipments

If you receive incorrect items (wrong product, wrong dimensions) or damaged goods, you must notify us within 7 days of delivery in writing, and provide photographic/video evidence.
On verification, we may offer replacement, refund, or credit note at our discretion for the defective portion only.
Partial claims for damage or shortage must be clearly documented at time of delivery (e.g., courier acknowledgment on delivery receipt).

3. Cancellations

Cancellation requests are accepted only before shipment dispatch.
Once the order is in transit or shipped, cancellation is not possible.

4. Refund Process

If refund is approved, processing time will be 14 to 21 business days via the original payment method or alternative mutually agreed method.
Only the product cost (excluding shipping, handling, customs duties) may be refundable, unless error is on our side.

5. Shipping & Handling on Returns

In case of returns approved due to our error (defective or incorrect items), we will cover reasonable return shipping costs.
For returns not due to our error, return shipping costs will be borne by the customer.

6. International Orders & Customs

For international shipments, refund & return obligations are also subject to laws and regulations of destination countries and shipping carriers.
Duties, taxes, or import costs are non-refundable.

7. Dispute Resolution

If unresolved, matter will fall under jurisdiction of courts in Islamabad, Pakistan.

In case of disputes over refunds or returns, both parties shall attempt amicable resolution.

8.Contact Us

If you have any questions about this Policy or your data, contact:

Total Marbles
📍 72-West, 3rd Floor, Benazir Plaza, Block H, Jinnah Avenue, Blue Area, Islamabad
📞 +92-3333946105 / +92-3009226469
✉️ info@tssl.com