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RETURNS AND EXCHANGES

VERA SURFACES - 30 DAY MONEY BACK GUARANTEE RETURN POLICY

If you're not satisfied with an item that you purchased from Vera Surfaces, you can initiate a return within 30 days after delivery for a refund, as long as the item is in its original condition and packaging. Items that have been used or modified in any way may not be returned.

Natural stone products inherently lack uniformity and are subject to variation in shade, veins, texture and color. It is recommended to blend tiles from different boxes or packages during installation. Common installation practice for natural stones involves laying down tiles prior to installation to get the required shade variance. Natural stones may have pits that are often filled and the fillings can work its way out due to environmental changes. It may be necessary and important to refill these voids as part of a normal maintenance procedure. All natural stone products should be sealed with a penetrating sealer. After installation, the vendor disclaims any liabilities.

To return an item, submit your request to [email protected] with a brief description of the reason for return and attach any images/documents as needed. Once reviewed, you will receive an email with instructions. You will be responsible for return shipping costs (except when the item arrived damaged or defective).

We recommend insuring your return shipment and using a trackable shipping method. Refunds will not be issued for items damaged in return transit or for returns that are never received. If a returned item gets damaged during the transportation, it is the customer's responsibility to file a claim with the carrier. A refund cannot be issued in this case.

THE FOLLOWING ITEMS MAY NOT BE RETURNED:

  • Items marked as a final sale or "non-returnable" on the product page or during the checkout process;
  • Gift cards;
  • Products which are eligible for parts under manufacturer warranty;
  • Items that have been used or modified in any way.


REFUNDS

If you choose to get a refund for an eligible returned, damaged or defective item (as specified above), you'll be refunded the purchase price and applicable sales tax minus any applicable fees. For damaged or defective items, no fees will be deducted from your refund and you will also receive a refund for any amount you may have paid to have the item shipped to you. For items that were not damaged or defective and in its original packaging, the shipping costs will be deducted from the amount of the refund due to you.

If you arrange the return shipping yourself, only original shipping charges will be deducted. If you are returning an item to exchange it for a similar priced or a higher priced item, any applicable restocking fees will be waived and you will only be responsible for the shipping costs.

Refunds will be issued to the original method of payment shortly after we receive and processes the eligible return. It may take up to 10 business days after we issue the refund for your bank to process the credit. If we are unable to refund the original method of payment, Vera Surfaces will provide you with store credit for the amount of the refund due to you, which may be used for purchases on VeraSurfaces.com.

CANCELLATIONS

You can cancel your order free of charge up to 24 hours after the order was placed and if the order has not been physically shipped by emailing [email protected]. All unshipped orders canceled after 24 hours are subject to a $40 administration fee. If your order has already been shipped, a standard return procedure applies. Refunds will only be issued to the original credit card that you use when placing your order.

DAMAGES

In the unlikely event that an item you ordered arrives damaged, you may return the item for a replacement or a full refund, as long as you report the issue within 5 days after delivery of the item. You will not be responsible for the shipping costs to return or replace the item.

Important Note About Deliveries by Freight: 
If the damaged item was shipped through a freight carrier, you must inspect the packaging of the item and any visual damages before you accept the item from the carrier and report the issue within 5 days after delivery to be eligible for a replacement or refund. It's critical to report the issue within that time period so that a claim can be filed with the carrier.

If the packaging or the item appears damaged when it arrives, please inform the carrier and refuse delivery. In this case, please report the issue and you can choose to receive a replacement or a refund.

Important Note About Freight Forwarders: 
If you decide to use your own freight forwarder to ship an item or if you export an item outside the United States yourself or through another carrier, Vera Surfaces will not be responsible for providing any replacement or refund for any damaged or defective items. You should not list Vera Surfaces on any export documentation. To report a damage, take pictures of the damaged item and the box with shipping label clearly visible and email them to us: [email protected] within 5 days after delivery.

Vera Surfaces cannot be held responsible for the cost of repairs or replacement of damaged items if such damage was not noted on the freight delivery receipt or if the damage was reported later than 5 days after delivery.

MISSING ITEMS

If your order is missing any items or parts, please notify us as soon as possible and no later than 14 days after delivery. To report a missing item, please email [email protected].

WARRANTY INFORMATION

All our products are covered by manufacturer’s warranties. Please refer to your product manual or the "Product Warranty" tab on the product page to learn more about warranty coverage.


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