Refund policy

At Travertable, we create heavy, permanent pieces of stone furniture. We want you to love your piece forever. However, if something isn't right, we offer a comprehensive 100-Day Return Policy.

1. Cancellation Policy

• Grace Period (0 to 24 Hours): You may cancel your order for a full refund within 24 hours of purchase.
• After 24 Hours: If you wish to cancel after the 24-hour grace period, your order may have already entered the crating or shipping phase.
• Shipped Orders: If the order has already been dispatched from our facility, it cannot be cancelled. It will be treated as a "Return" (see fees below), and you will be responsible for the actual shipping & return costs.

2. Quality Assurance, Stone Characteristics & Photo Approval

Returning heavy stone furniture is a harsh and costly process for both the planet and your wallet. To prevent this, we ensure you are completely happy before the item ever leaves our workshop.

Nature of the Materials & Natural Fissures: Travertine and marble are natural materials, inherently subject to distinct variations in tone, veining, and texture. Because these stones are formed by nature over thousands of years, they often feature small surface fissures, natural pits, or hairline cracks. These are naturally occurring characteristics of the stone, do not affect the structural integrity of the piece, and are absolutely not considered manufacturing defects. Clients must educate themselves prior to ordering regarding the unique nature of natural stone. Feel free to contact us for educational materials. Disliking the natural tone, variations, or inherent fissures of the stone is classified as customer remorse, not a product defect.

3. Delivery, Crates & Transit Issues

We take packing very seriously. Every item is encased in a custom-built, ISPM 15 certified (or heat treated) wooden crate designed for international freight. However, rare accidents can happen during the journey.

• Crate Condition: During international transit, crates might sustain some superficial damage. Crate damage does not justify rejecting the items or seeking full refunds. The client must accept the crate as is; otherwise, rejecting the delivery will be considered a customer change of mind.
• Delivery Protocol: Clients are highly encouraged to take clear videos and pictures of the crate at the exact moment of delivery. If you observe an issue with the crate or item, you must instruct the delivery driver to mark the shipment as "Delivered with Damage" on the official paperwork.
• 8-Day Inspection Window: Upon delivery, we ask that you carefully unpack and inspect your item. You have exactly 8 days from the delivery date to report any transit damage or visible faults. Notifying us within this window is critical, as it allows us to file a valid insurance claim with the freight carrier. If a visible issue or transit damage is reported after this 8-day timeframe, the carrier claim period is void. In such cases, we are unable to process a full refund or provide a free replacement. However, we are dedicated to helping our clients and will gladly work with you to find a supportive resolution, such as coordinating a professional local repair or providing replacement parts at a discounted rate.
• Transit Damage Claims: If your item arrives damaged and is reported within the 8-day window, we will work with you to solve the issue directly with the shipping carrier. We handle the claim and ensure you receive an appropriate resolution.
• Right to Inspect & Verify: To ensure fairness, we reserve the right to require the return of the damaged item to our facility for physical inspection before any resolution is finalized.

Resolution Options & Liability:

Upon confirmation of transit damage or manufacturing defect via our inspection, we will offer a professional local repair (fully covered by us), a replacement of the damaged component, or a full/partial refund at our discretion. Immediate refunds without the return of goods are not standard procedure.

Replacement Agreement Finality: In the event that Travertable offers a free partial or complete replacement (such as for a completely broken piece) and the client confirms the new replacement order, the refund option is strictly eliminated. Once the client confirms the resolution and our atelier begins crafting the new replacement piece, the client cannot revert their decision and request a refund.

Limitation of Liability: Under any circumstances, we cannot be held responsible for claims exceeding the original product value and the shipping cost itself. For example, we do not reimburse for third-party contractor fees, compensation for delayed project timelines, lost wages, or secondary property damage.

Client Mishandling & Replacements: If damage occurs after delivery due to client error (for example, if the client mishandled the installation and a piece is broken), the standard warranty does not apply. However, we value our customers and, at our sole discretion, may offer replacement components or a new piece at a discounted rate to help resolve the issue.

Any return or collection must be secured in the original wooden export crate. We reserve the right to refuse collection of any item not packed in its original crate, as uncrated stone is unsafe for transport and uninsurable. If you discard the crate, you are solely responsible for sourcing professional crating for any return. If an item is returned without proper crating and arrives further damaged, you will be liable for the loss in value.

4. Customs, Duties & Transit Delays

• Customs Documentation: Clients may be required to provide documentation such as EIN or SSN numbers to facilitate customs clearance.
• Duties & Fees: If a product is sold via our USA partner, Sela Holdings LLC, they will cover customs charges. Unless otherwise specified, USA clients may be responsible for approximately 10% in import duties.
• Delays & Refunds: Delays may occur due to customs processing, atelier conditions, weather conditions, or other external factors. These delays cannot be used as a reason for a refund. However, if an item is not delivered within 150 days from the order approval date, the client is entitled to ask for a full refund. Any requests for earlier refunds due to delays must be discussed directly with us and are strictly subject to our approval. We reserve the right to accommodate or deny early refund requests at our discretion.

5. Return Eligibility (100 Days)

If you still wish to proceed with a return, you have 100 days after receiving your item to request one.

• The item must be in the same condition that you received it (unopened in original packaging, repackaged, and never used).
• Discounted Items: If a discount code or promotional pricing is applied to the sale, the order is considered Final Sale and is not eligible for return.
• Custom Items: Items which are "Custom Made," "Made to Order," "Bespoke" (manufactured to specific dimensions or slab approvals) are Final Sale. In accordance with UK and EU Consumer Rights laws, goods made to the consumer's specifications are exempt from the standard right to cancel or return for a change of mind. We do not accept returns on custom items unless a valid manufacturing defect is confirmed by our technical team.

6. Return Costs & Fees

We believe in being upfront about the high costs of global freight.

Note on "Customer Remorse" Returns:
Please be aware that while we subsidize the shipping cost to get the item to you, you are responsible for the actual third-party freight cost to return the item to our warehouse in Romania. This cost is significantly higher than the flat rate paid at checkout.

7. Refunds & Exchanges

• Processing Time: Once we receive and inspect your return, we will notify you of the approval. If approved, your refund will be processed within 10 business days.
• Bank Delays: Please remember it can take some time for your bank or credit card company to process and post the refund.