Refund policy

RETURN & REFUND POLICY

Return Window: 14 days from delivery

Eligible Returns:

  • Items that arrive damaged or defective
  • Items that are significantly different from the description
  • Unwanted items in original condition (undamaged, unworn, unused with all tags attached)

Damaged or Defective Items: If your item arrives damaged or defective, you must notify us within 5 days of receiving the item with photos of the damage or defect. We will work with our supplier to resolve the issue and may offer a replacement or refund.

Return Requirements: To be eligible for a return, items must be:

  • Returned within 14 days of notifying us of your return intention
  • Undamaged, unworn, and unused
  • In original packaging with all tags attached
  • Accompanied by proof of purchase

Return Shipping: Due to the weight and fragile nature of our marble products, customers are responsible for return shipping costs. We strongly recommend using a carrier that offers insurance and tracking for high-value, fragile items.

Non-Returnable Items:

  • Items damaged due to misuse or improper care
  • Items without original packaging or tags
  • Items returned after the 14-day window

Return Process:

  1. Contact us within 14 days of delivery to notify us of your return intention
  2. We will review and provide return authorization
  3. Pack the item securely in its original packaging with all tags attached
  4. Ship the item back with tracking and insurance within 14 days of your initial notification
  5. Refunds will be processed within 5-7 business days after we receive and inspect the returned item

Important: For damaged or defective products, claims must be submitted within 5 days of receiving the item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us for any return question at support@katierosedesigns.com.