Refund policy

Return & Refund Policy

At Modelce Marble & Design, every product is handcrafted and made to order from natural marble or travertine.

Because each item is custom-made according to the customer’s selected size, stone, design, and details, we do not accept returns, exchanges, or cancellations once production has started, unless the item arrives damaged or there is a confirmed production error.

Custom-Made Products

All of our products are produced specifically for each order.

Natural marble and travertine may include unique veins, color tones, texture variations, small pores, and natural stone characteristics. These are not considered defects, but part of the beauty and uniqueness of natural stone.

Before shipping, we usually share photos or videos of the finished product for customer approval. Once the product is approved and shipped, the order cannot be returned due to personal preference, color perception, natural stone variation, or change of mind.

Product Approval Before Shipping

Before dispatch, we carefully inspect the product and share approval photos or videos whenever possible.

Once the customer approves the product and the item is shipped, the sale is considered final.

Damaged Items

All products are packed carefully in strong protective wooden crates and shipped with trusted international carriers such as DHL Express or FedEx.

Shipments are insured whenever applicable.

If your product arrives damaged, please contact us within 48 hours of delivery and provide clear photos of:

The outer package
The wooden crate
The shipping label
The damaged product
All visible damage areas

After reviewing the photos and shipping claim details, we will assist you with the best possible solution.

Depending on the situation, we may offer a replacement, repair support, or re-production of the damaged item.

Lost Packages

If a package is confirmed as lost by the shipping carrier, we will work with the carrier and insurance process to resolve the issue.

Once the loss is officially confirmed, we will assist with a replacement or another suitable solution.

Non-Returnable Items

The following items cannot be returned or refunded:

Custom-made products
Personalized sizes or designs
Products approved by the customer before shipping
Products with natural stone color or vein variations
Products delayed due to customs clearance or carrier operations
Products returned due to incorrect or incomplete shipping address

Customs Duties & Import Taxes

Customs duties, VAT, import taxes, and local fees are the responsibility of the buyer unless specifically stated otherwise.

These charges are not refundable by Modelce Marble & Design.

Order Cancellations

Orders may only be canceled before production begins.

Once stone selection, cutting, carving, or production has started, cancellation is no longer possible because the product is being made specifically for the customer.