Refund policy
Marmetica products are made to order. Each Halo Screen is custom-produced around a customer-approved natural stone slab, specific dimensions, finish, components, and delivery requirements.
Made-to-order products
Because Halo Screen is a custom made-to-order product, orders cannot usually be cancelled, returned, or refunded once production has begun, except where required by applicable law.
Production may include any of the following:
- reserving or purchasing the selected stone slab
- cutting, polishing, finishing, or crating the stone
- ordering or producing the metal base
- ordering lighting, hardware, or other components
- booking freight, warehousing, delivery, or specialist handling
- customs, brokerage, insurance, or import arrangements
- design, sourcing, coordination, supplier, or administrative work connected to the order
Cancellation before production
You may request cancellation before production begins by contacting us at design@marmetica.com.
If no costs have been incurred, we may issue a full refund.
If work has already started or costs have been incurred, we reserve the right to deduct reasonable expenses before refunding any balance. These may include supplier payments, slab reservation fees, fabrication costs, logistics costs, customs or brokerage costs, insurance costs, payment processing fees, marketplace fees, design work, sourcing work, administrative work, and other direct costs connected to the order.
After production begins
Once the selected slab has been approved, reserved, purchased, cut, processed, or crated, or once the metal base or related components have entered production, the order is considered in production and is non-cancellable and non-refundable, except where required by applicable law.
If we agree, at our discretion, to consider a cancellation after production has begun, any refund would be reduced by all costs, fees, work already performed, committed supplier payments, marketplace commissions, payment processing fees, customs or brokerage costs, logistics costs, insurance costs, and any loss reasonably resulting from the cancellation.
Customer approval
Before production, the customer may be asked to approve the selected slab, material direction, key specifications, destination information, and delivery requirements.
Approval may be given by email, message, invoice payment, deposit payment, checkout payment, or other written confirmation.
Once approval and payment are received, we may begin sourcing, reservation, supplier payments, fabrication, logistics booking, customs preparation, or production immediately.
Natural stone variation
Natural stone is unique. Variations in colour, veining, pattern, texture, density, mineral movement, surface character, and translucency are inherent characteristics and are not considered defects.
The final approved slab may differ from website images, renders, samples, or previous pieces.
Damage on arrival
Please inspect the packaging immediately upon receipt. If there is visible damage to the crate or packaging, photograph it before opening and contact us within 48 hours where possible.
Please keep all packaging materials until the issue has been reviewed. We will work with the carrier, receiving warehouse, final-mile partner, or specialist handlers to assess valid damage claims.
Claims reported late, or after the product has been moved, unpacked, installed, modified, or handled by third parties without inspection, may be more difficult or impossible to support.
Returns
Due to size, weight, fragility, and custom production, returns are not accepted unless required by law or agreed by Marmetica in writing.
Any approved return requires prior written approval, suitable professional repackaging, and insured specialist transport. Return transport, insurance, customs, duties, taxes, storage, handling, inspection, and reconditioning costs may be the customer’s responsibility unless otherwise required by law.
Refunds
Approved refunds are processed to the original payment method where possible. Processing time depends on the payment provider and may take several business days.
This policy does not affect any statutory rights that cannot be excluded under applicable law.