Refund & Returns Policy

At Bhutra Marble, we deal in premium natural stone products such as imported marble, Italian marble, onyx, quartzite, travertine and other natural slabs. Natural stone is unique by nature, and every slab may vary in colour, veining, texture, shade, pattern and surface character. These natural variations are part of the material and are not considered defects.

1. Return Eligibility

We accept returns for both defective and non-defective products, subject to the conditions mentioned in this policy.

Returns may be requested in the following cases:

– The product delivered is different from the confirmed order
– The product is received with visible breakage or damage caused during transportation
– The product has a major visible defect at the time of delivery
– The customer wants to return an eligible product that is unused, uninstalled, undamaged and in its original condition

2. Return Request Window

Return requests must be raised within 10 days from the date of delivery.

Customers must share:

– Order details or invoice copy
– Clear photos and videos of the product
– Photos or videos of packaging, unloading condition and delivery condition, where applicable
– Reason for return

Requests raised after 10 days of delivery may not be accepted.

3. Product Condition for Return

Returns are accepted only for new, unused, uninstalled, uncut and undamaged products.

Returned products must be in their original condition and must not be altered, fabricated, polished, cut, installed, damaged, used or processed in any way.

4. Non-Returnable Items / Cases

Returns, refunds or replacements are not accepted in the following cases:

– Natural variation in colour, veining, texture, shade, pattern or surface character
– Minor differences between website images, photos, videos and actual slabs
– Material that has been cut, processed, fabricated, polished, installed or altered
– Custom-sized, cut-to-order, specially arranged or specially processed material
– Damage caused after unloading, handling, storage, cutting, polishing, fabrication or installation
– Incorrect measurements, quantity or order details shared by the customer
– Products not returned in original condition

5. Inspection on Delivery

Customers are requested to inspect the material at the time of delivery and before unloading or further handling, wherever possible.

If any visible damage, wrong product delivery or major defect is found, the customer should report it immediately with photos and videos.

6. Return Method

Approved returns must be sent back by post, courier or transport service as instructed by Bhutra Marble.

The customer must ensure safe packing and proper handling during return transport.

7. Return Transport & Return Label Cost

For non-defective product returns, the return shipping or transport cost is the customer’s responsibility.

For approved defective product returns, wrong product delivery or verified transit damage cases, Bhutra Marble may arrange or approve return pickup or return transport.

Original transportation, loading, unloading, crane, labour, handling, installation, fabrication or site-related charges are non-refundable unless confirmed in writing by Bhutra Marble.

8. Restocking Fee

There is no restocking fee for approved returns.

9. Refund Timeline

If a refund is approved, it will be processed to the original payment method within 7 working days after the returned product is received and inspected.

The actual time taken for the refund to reflect may depend on the customer’s bank or payment provider.

10. Exchanges

General exchanges due to shade choice, design change, preference change or change of mind are not accepted unless approved by Bhutra Marble in writing.

11. Limited Return Nature of Natural Stone

Natural stone is a premium, heavy, fragile and variable material. By placing an order with Bhutra Marble, the customer acknowledges and accepts the natural characteristics of stone and agrees to this Return & Refund Policy.

12. Contact for Returns

For return, replacement or refund requests, please contact:

Bhutra Marble
KH NO 228, 194, Makrana Road, Khatoli, Kishangarh, Rajasthan 305801
Email: info@bhutrastones.com
Phone: +91 90011 56068