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 (0–24 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 return shipping costs.

2. Quality Assurance & 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 100% happy before the item ever leaves our workshop.

3. Damages & Transit Issues

We take packing very seriously. Every item is encased in a custom-built wooden crate designed for international freight. However, rare accidents can happen during the journey.

• Transit Damage: If your item arrives damaged, we will work with you to solve the issue directly with the shipping carrier.
• Resolution: In the event of confirmed transit damage, we will handle the claim and ensure you receive a replacement or appropriate resolution. This is handled differently than a standard "Return."
• Action Required: Please inspect your crate immediately upon delivery and contact us at hello@travertable.com if you see any issues.

• Right to Inspect & Verify: To ensure fairness and accuracy, we reserve the right to require the return of the damaged item to our facility for physical inspection before any resolution is finalized. This allows our technical team to verify the cause of the damage (e.g., transit impact vs. user handling).

• Resolution: Upon confirmation of transit damage or manufacturing defect via our inspection, we will offer one of the following remedies at our discretion:

  1. A professional local repair (fully covered by us).

  2. A replacement of the damaged component.

  3. A full or partial refund. Note: Immediate refunds without return of goods are not standard procedure.

     • Requirement: Any return or collection, whether for refund, repair, or inspection, must be secured in the original wooden export crate.

     • We reserve the right to refuse collection or acceptance of any item not packed in its original crate, as uncrated stone is unsafe for transport and uninsurable.

     • Liability: 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. 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 in a  never used).
• Important: You must retain the original wooden crate. Returns without the original crate may be refused.

• Please be aware that items which are "Custom Made," "Made to Order," or "Bespoke" (manufactured to your specific dimensions, design requirements, or from a specific stone slab selection) are FINAL SALE.

  • Legal Exemption: 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 change of mind.

  • No Returns: We do not accept returns or exchanges on custom items unless a valid manufacturing defect is confirmed by our technical team.

5. 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.

6. 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.