Return & Refund Policy

This Return & Refund Policy applies to all orders placed with Damlataş Marble. As a manufacturer and exporter of natural stone for international B2B clients, our return and refund procedures are designed to be fair, transparent, and aligned with international trade practices.

By placing an order with Damlataş Marble, the Buyer acknowledges and accepts the terms outlined below.

1. Natural Stone — Important Notice

Marble and travertine are natural materials. Variations in color, veining, pattern, porosity, and texture are inherent characteristics of natural stone and are not considered defects. Approved samples serve as a general reference, and reasonable variation between samples and the final shipment is normal and expected.

Returns or refunds will not be granted based on natural variations within an acceptable commercial range.

2. Inspection on Arrival

The Buyer is responsible for inspecting all Products immediately upon arrival at the destination port or warehouse. Any issues must be documented in detail at the time of unloading, including:

• Photographs of the container seal, packaging, and any visible damage

• Photographs of affected materials with clear reference to packaging marks

• A written description of the issue, including quantities and item references

Inspection before unloading from the container is strongly recommended.

3. Claim Periods

Claims must be submitted in writing within the following timeframes:

• Visible damage, shortage, or wrong items: within 7 calendar days of arrival at the destination

• Hidden defects not detectable on initial inspection: within 30 calendar days of arrival

Claims received after these periods will not be accepted.

4. Supporting Documentation

All claims must be supported by:

• Clear, dated photographs showing the issue

• Copies of relevant shipping documents (Bill of Lading, packing list, invoice)

• A survey report from an independent inspection agency (such as SGS, Bureau Veritas, or equivalent) for claims involving transit damage or significant value

• Any other documentation reasonably requested to evaluate the claim

Claims submitted without proper documentation cannot be processed.

5. Non-Returnable Situations

Returns and refunds will not be accepted in the following cases:

• Material that has already been installed, cut, processed, or modified after delivery

• Damage resulting from improper handling, storage, transportation, or installation by the Buyer or third parties

• Natural variations in color, veining, or pattern within an acceptable commercial range

• Issues reported after the claim periods stated in Section 3

• Custom cut-to-size orders produced to the Buyer's specifications, unless defective

• Damage caused by exposure to acidic substances, harsh chemicals, or unsuitable conditions

• Aesthetic preferences differing from approved samples within reasonable variation

6. Resolution of Valid Claims

Once a claim is reviewed and accepted by Damlataş Marble, resolution will be offered through one of the following methods, at our reasonable discretion:

• Replacement of the affected material in the next available shipment

• Credit note to be applied against future orders

• Partial refund proportional to the value of the affected material

The most appropriate resolution will be determined based on the nature of the issue, the Buyer's preference, and the practicality of each option.

7. Order Cancellation and Refunds

Cancellation of confirmed orders is subject to the following:

• Within 7 days of order confirmation, before production begins: full refund of advance payment

• After 7 days but before production begins: 70% refund of advance payment (30% retained for administrative and reservation costs)

• After production has begun: no refund of advance payment

All refunds are processed in the original currency of payment, via the same payment method, within 14 business days of approval. Bank charges and currency conversion costs are deducted from the refunded amount.

8. Shipping Costs

Where a return is approved, the responsibility for return shipping costs depends on the cause:

• If the issue is caused by Damlataş Marble (manufacturing defect, wrong material, or shipping error from our facility): we will cover reasonable return shipping costs

• If the issue is caused by the Buyer or a third party (handling damage, installation error, change of preference): the Buyer bears all return shipping costs

Returns must be coordinated and approved in advance. Unauthorized returns will not be accepted.

9. Limitation of Liability

Damlataş Marble's total liability under any claim is limited to the invoiced value of the affected Products. We are not liable for:

• Installation, removal, or replacement costs at the project site

• Project delays or schedule impacts

• Loss of profits, business opportunity, or consequential damages

• Third-party claims arising from the use of our Products

10. Photo Approval Before Shipment

To minimize disputes, Damlataş Marble provides the Buyer with detailed photographs of the finished material before loading. Containers are dispatched only after the Buyer's written approval. Claims based on color, finish, or appearance approved in pre-shipment photographs will not be accepted.

11. Force Majeure

Damlataş Marble is not responsible for delays or non-performance in processing returns or refunds caused by events beyond our reasonable control, including natural disasters, war, armed conflict, government actions, port closures, banking restrictions, or other Force Majeure events.

12. Governing Law

This Return & Refund Policy is governed by the laws of the Republic of Turkey, in accordance with our Terms & Conditions and Incoterms 2020. Disputes that cannot be resolved through good-faith negotiation will be settled in accordance with the dispute resolution procedure outlined in our Terms & Conditions.

13. How to Submit a Claim

To submit a return or refund claim, please contact our export department with all required information and documentation:

Damlataş Marble — Claims Department 📧 Email: contact@dtnaturstein.com 📞 Phone: +44 7404 508657 📱 WhatsApp: +44 7404 508657 📍 Kocabaş, Honaz, Denizli, Turkey 🇩🇪 Branch: Hamburg, Germany

Please use the subject line "Return Claim — [Order Reference Number]" to ensure prompt handling. Our team will acknowledge receipt within 3 business days and provide a full response within 14 business days.

14. Policy Updates

Damlataş Marble may update this Return & Refund Policy at any time. The most current version is published on this page with the "Last updated" date at the top. For ongoing orders, the policy in effect at the time of order confirmation applies.