Granite Fireplace Surround

Return, Cancellation & Claims Policy

Natural Stone Variation

Every product is crafted or selected from natural stone. Variations in color, veining, mineral markings, texture, surface character, edge profile and dimensions are expected and are not considered defects. Photographs and samples represent the general character of the material but cannot guarantee the appearance or color distribution of an individual order.

Cancellations and Final Sale

Orders may be cancelled for a full refund before fabrication, selection, preparation or packaging begins. Once order preparation has started, cancellation is at the discretion of East Markham Stone Company. Orders transferred to a carrier cannot be cancelled.

Because East Markham Stone products are made or selected for each order, all sales are final except for an incorrect shipment or verified damage that existed at delivery.

Returns, exchanges and replacements are not available due to natural variation, color or appearance preferences, excess material, incorrect quantity estimates, or changes to the project or design.

Additional material is considered a new order and is subject to current pricing, availability, production time and freight charges. An exact match to previously delivered stone cannot be guaranteed.

Delivery Inspection

The shipment must be inspected immediately upon delivery. A contractor, installer, employee or other person accepting delivery is considered the purchaser’s authorized representative.

Visible damage or shortages must be photographed and specifically noted on the carrier’s delivery receipt before signing. Whenever possible, photographs should be taken while the shipment remains on the delivery vehicle.

Claims must be submitted in writing within 48 hours of delivery and include:

• Photographs of the complete shipment as received

• Close-up photographs of the affected material

• Photographs of the pallet, packaging and banding

• The carrier’s delivery receipt and shipping label

• The order number and quantity affected

The material and packaging must be retained until the claim is reviewed. Insufficient documentation or failure to preserve the shipment may prevent approval of a claim.

Handling and Installation

East Markham Stone Company is not responsible for damage occurring during unloading, movement, storage, sorting, cutting, drilling, sealing, mortaring or installation.

Cutting, modifying or installing material constitutes acceptance of its visible appearance and any condition that reasonably should have been discovered before installation.

Approved Claims

For an approved claim, East Markham Stone Company will, at its option, repair or replace the affected material or issue a refund or credit not exceeding the purchase price paid for the affected material.

This is the purchaser’s exclusive remedy to the extent permitted by applicable law. East Markham Stone Company is not responsible for installation, removal, reinstallation, contractor labor, equipment, project delays, lost profits or other incidental or consequential expenses.

Replacement material will be selected from available natural stone. Exact matching of color, veining, markings, texture or surface character cannot be guaranteed.

Shipping Policy

All East Markham Stone products are heavy, palletized natural-stone products. All orders are shipped exclusively through independent third-party freight carriers. Shipping is not included in the listed product price.

Freight Quote and Approval

After an order or quote request is received, East Markham Stone Company will obtain a freight quote based on the order weight, pallet dimensions, delivery address and required delivery services. The freight charge must be approved and paid before shipment is scheduled.

Freight quotations are estimates until accepted and booked with the carrier. Additional services—including residential delivery, liftgate service, limited-access delivery, appointment scheduling, redelivery or storage—may result in additional charges.

Delivery and Unloading

Standard freight delivery is generally made curbside or to the nearest safely accessible location determined by the carrier. Placement at a specific location on the property is not included.

The purchaser is responsible for providing suitable equipment and personnel to unload the shipment unless liftgate or other unloading service is specifically included in the approved freight quote. Before shipment, the purchaser must disclose whether the destination:

• Is residential, commercial or a construction site

• Has a loading dock or forklift

• Requires liftgate service

• Has narrow roads, restricted access, soft ground or other delivery limitations

Any additional charges resulting from inaccurate or incomplete delivery information are the purchaser’s responsibility.

Delivery Timing

Transit and delivery dates are estimates provided by the third-party carrier and are not guaranteed. East Markham Stone Company is not responsible for delays caused by the carrier, weather, road conditions, equipment failure or other circumstances outside our control.

Inspection and Freight Damage

The purchaser or an authorized representative must inspect the shipment before signing the carrier’s delivery receipt.

Any visible damage, broken packaging, shifted material or missing items must be clearly noted on the delivery receipt before the carrier leaves. Photographs of the pallet, packaging and affected material should be taken immediately.

Damage that is not recorded on the delivery receipt may be denied by the freight carrier. Concealed damage must be reported to East Markham Stone Company with photographs within 24 hours of delivery. We will assist with a properly documented freight claim, but claim approval and settlement remain subject to the carrier’s terms.

Minor chipping, edge variation and natural surface irregularities are inherent characteristics of split natural stone and are not considered freight damage.

Missed or Refused Deliveries

The purchaser is responsible for redelivery, storage, reconsignment, return-freight or other carrier charges resulting from:

• A missed delivery appointment

• Inability to access or unload at the destination

• An incorrect or incomplete delivery address

• Refusal of a shipment without documented freight damage

Orders should not be refused solely because exterior packaging appears damaged. The material should first be inspected and any actual damage documented on the delivery receipt.

Changes and Cancellations

Once freight has been booked or the shipment has left our facility, changes and cancellations may not be possible. Any cancellation, rerouting, return-freight or carrier fees incurred will be the purchaser’s responsibility.