Return & Refund Policy
Last Updated: May 18, 2026
Overview
At Marento, each piece is handcrafted from natural stone with exceptional care and craftsmanship. Most of our products are made-to-order based on your selected dimensions, finish, and design preferences.
Because natural stone is a unique material and many of our products are custom-made, our return policy is designed to balance customer satisfaction with the nature of handcrafted stone products.
Please read this policy carefully before purchasing. By placing an order on our website, you agree to the terms outlined below.
Stone Acceptance Clause
By placing an order with Marento, you acknowledge that natural stone is a unique, organic material formed over millions of years. No two pieces are ever identical.
You accept that variations in color, veining, texture, and mineral deposits are inherent characteristics of natural stone. These variations are not considered defects and do not qualify as grounds for return, refund, or claim.
1. Delivery Inspection Requirement
Due to the weight and fragility of natural stone products, it is essential to carefully inspect your package upon delivery.
Before signing for delivery:
- Inspect the exterior packaging for visible damage (cracks, dents, water exposure, impact marks)
- If damage is visible, clearly note it on the delivery receipt or carrier device before signing
- Take photos of the damaged packaging before opening
- If damage is severe, you may refuse delivery and contact us immediately
If delivery is signed without noting visible damage, Marento may not be able to accept claims related to external shipping damage.
2. Damaged or Defective Items
If your order arrives damaged or with a manufacturing defect, we will resolve the issue at no cost to you.
2.1 Reporting Period
You must notify us within 7 calendar days of delivery.
Contact: returns@marento.co or via our contact form.
2.2 Required Information
- Order number
- Clear photos of the damage or defect (minimum 3 angles)
- Photos of the original packaging (if available)
2.3 Resolution Options
Depending on the situation, we will offer one of the following:
- Free replacement (including shipping)
- Partial refund if you choose to keep the item with minor defects
- Full refund (including original shipping) if a replacement is not possible
2.4 Non-Defect Conditions
As outlined in our Terms of Service, the following are not considered defects:
- Natural veining and pattern variations
- Color tone differences between pieces
- Surface texture variations
- Natural formations, fissures, or mineral deposits that do not affect structural integrity
- Differences caused by natural stone variation compared to product photos
3. Cancellation & Change of Mind
Most of our products are made-to-order or custom-produced; therefore, returns are not accepted for:
- Change of mind
- “I expected something different”
- “I no longer like it”
3.1 Non-Returnable Items
The following items are not eligible for return:
- Made-to-order or custom-sized products
- Personalized products (dimensions, finish, edge profiles, etc.)
- Installed, used, or modified items
- Items marked as “Final Sale” or “Non-Returnable” on the product page
3.2 Exception – Ready-to-Ship Items
For items clearly marked as “Ready to Ship”:
- Return requests must be made within 14 days of delivery
- Items must be unused, uninstalled, and in original packaging
- Return shipping costs are the responsibility of the customer
- A restocking and handling fee of up to 20% may apply
- Original shipping fees are non-refundable
4. Incorrect Items Received
If you receive an incorrect item (wrong model, size, or finish):
- Notify us within 14 days of delivery
- We will arrange return shipping at no cost to you
- A correct replacement will be sent at no additional charge
- If the correct item is unavailable, a full refund (including shipping) will be issued
5. Order Cancellation
| Cancellation Time | Refund |
| Within 24 hours | 100% refund |
| After 24 hours, before production starts | Refund minus 5% processing fee |
| After production starts | Refunds may not be available due to allocated materials and labor |
To request cancellation, email orders@marento.co with your order number.
6. Refused Delivery
If a custom-made product is refused upon delivery without prior authorization:
- The order may not be eligible for a refund
- Storage or handling fees may apply
- Additional shipping charges may be required for reshipment
7. Incorrect Shipping Address
Customers are responsible for providing accurate shipping information. Marento is not responsible for:
- Delivery delays
- Lost shipments
- Additional shipping costs due to incorrect address details
If an order is returned due to an incorrect address, reshipping fees may apply.
8. Installation & Usage Responsibility
Marento is not responsible for damages resulting from:
- Improper installation
- Incorrect use
- Improper sealing or finishing
- Misuse or negligence after delivery
Professional installation is strongly recommended for sinks, tables, and similar products.
9. Refund Process
9.1 Processing Time
- 5–10 business days after inspection (if applicable)
- 3–5 business days for order cancellations
9.2 Refund Method
Refunds are issued to the original payment method:
- Credit/Debit Card: 3–10 business days depending on your bank
- PayPal: 1–3 business days
- Shop Pay / other providers: processing times vary
9.3 Partial Refunds
Partial refunds may be issued if:
- Items are returned with missing parts or damaged packaging
- Customer chooses to keep a damaged item (partial compensation may be offered)
10. Return Shipping for Stock Items
- Return shipping costs are the responsibility of the customer
- Trackable and insured shipping methods are strongly recommended
- Marento is not responsible for lost or damaged return shipments without proper tracking or insurance
Return Address:
Marento LLC
5005 W Laurel, Suite 100
Tampa, FL 33607
United States
11. International Orders
For orders shipped outside the United States:
- Customs duties, taxes, and import fees are non-refundable
- Return shipping and customs costs are the responsibility of the customer
- Damaged items are handled under the same replacement policy as domestic orders
12. Quick Reference Guide
| Situation | Action |
| Package appears damaged | Take photos before opening and note with carrier |
| Product arrives broken | Contact within 7 days (Section 2) |
| Color variation is not preferred | Not eligible for return (Stone Acceptance Clause) |
| Size does not fit space | Not eligible unless Marento error |
| Wrong size ordered | Not eligible (custom-made product) |
13. Policy Updates
We may update this policy from time to time to reflect operational, legal, or product changes. Updates will be posted on this page with a revised “Last Updated” date.
14. Contact Information
For all return, refund, or damage-related inquiries:
Marento LLC
Email: returns@marento.co (preferred for damage claims)
Email: support@marento.co (general inquiries)
Address: 5005 W Laurel, Suite 100, Tampa, FL 33607, United States
Please include your order number and photos (if reporting damage) in your first email to expedite processing.