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
Marmetica products are made to order. Each Halo Screen is individually produced using natural stone, an Italian-made metal structure, integrated lighting, and the specifications applicable to the selected edition.
For Personal Selection and Collector Edition materials, the customer may review and approve the individual stone before production begins.
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
- cutting, polishing, finishing, or crating the stone
- ordering or producing the metal base
- ordering lighting, hardware, or other components
- booking freight, warehousing, consolidation, delivery, or specialist handling where applicable
- customs, brokerage, insurance, or import arrangements where applicable
- 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 cancellation is accepted before production begins and no costs have been incurred, we will issue a full refund.
If work has already started or costs have been incurred, any refund may be reduced by reasonable expenses already incurred or irrevocably committed in connection with the order, subject always to applicable law.
After Production Begins
Once the stone has been approved where approval is required, reserved, purchased, cut, processed, or crated, or once the metal base, lighting, 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 may be reduced by costs, fees, work already performed, committed supplier payments, non-refundable third-party transaction fees, payment processing fees, customs or brokerage costs, logistics costs, insurance costs, and any other reasonable loss directly resulting from the cancellation, subject always to applicable law.
Customer Approval
Before production, the customer may be asked to approve the individual stone or material direction, where applicable, together with relevant specifications.
If Marmetica is coordinating delivery, the customer may also be asked to confirm the destination, access, placement, and any special delivery requirements.
Approval may be given by email, message, invoice payment, deposit payment, checkout payment, or other written confirmation.
Once the relevant approvals and payment are received, Marmetica may begin sourcing, stone reservation, supplier payments, fabrication, production and, where applicable, logistics or customs arrangements.
Natural Stone Variation
Natural stone is unique. Variations in colour, veining, pattern, texture, density, mineral movement, surface character, and translucency are inherent characteristics of natural materials and are not considered defects.
The natural stone used for the finished Halo Screen may differ from website images, renders, samples, or previous pieces.
Where an individual stone is selected and approved by the customer, that approved material will form the basis of the commissioned Halo Screen, subject to fabrication requirements and the natural characteristics of the material.
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.
Where Marmetica has coordinated the delivery, we will work with the relevant carrier, receiving warehouse, final-mile partner, or specialist handlers to assess valid damage claims.
Where the customer has arranged their own collection, carrier, freight forwarder, or other transportation, responsibility for transportation and transit claims may rest with the customer and their chosen service provider, subject to applicable law and the agreed delivery terms.
Claims reported late, or after the product has been moved, unpacked, installed, modified, or handled by third parties without appropriate inspection, may be more difficult or impossible to support.
Returns
Due to the size, weight, fragility, natural materials, and made-to-order production of Halo Screen, returns are not accepted unless required by applicable 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 agreed in writing or required by applicable law.
Refunds
Approved refunds will be processed to the original payment method where possible. Processing times depend on the payment provider and may take several business days.
Any refund does not include costs that are non-refundable or have already been incurred on behalf of the customer, except where otherwise required by applicable law.
Statutory Rights
Nothing in this policy excludes, restricts, or limits any consumer rights or remedies that cannot legally be excluded or limited under applicable law.