Refund policy

Refund & Returns Policy — Sang-e-Marmar Home

Last updated: 08-07-2026

At Sang-e-Marmar Home, every piece is handcrafted from natural marble in Karachi, Pakistan. Because of the handmade nature of our products, slight variations in veining, shade, and texture are normal and are part of what makes each piece one of a kind — these are not considered defects.

1. Damaged, Defective, or Wrong Item

If your order arrives broken, damaged in transit, defective, or is not what you ordered, we will make it right — replacement or refund, your choice — under the following conditions:

  • Unboxing video required. You must record a continuous, unedited video starting before the package is opened and showing the item being unboxed. This is required for every damage, defect, or wrong-item claim. Claims submitted without an unboxing video cannot be processed, as there is no other way for us to verify the condition of the item at the time of delivery.
  • Report within 24–48 hours of delivery. Message us on Instagram @sang.e.marmar.pk or WhatsApp 03053643874 with your order number, the unboxing video, and clear photos of the damage.
  • Return shipping is on you upfront, and it's refunded to you along with your order once we've verified the claim — so you're not out of pocket in the end.
  • Once verified, we'll offer a replacement (preferred, where stock allows) or a refund, paid back to your bank account / reversed against your COD payment. Refunds are processed within 14 business days of the returned item reaching us.

2. Change of Mind

All sales are final. Because each piece is made to order or hand-finished individually, we're not able to accept returns or refunds simply because you've changed your mind, don't like the color/size once it arrives, or ordered the wrong option by mistake. Please review your order carefully — size, shape, color, and customization details — before confirming, or message us first if you're unsure.

3. Customized & Personalized Orders

Items with custom sizing, engraving, vinyl text, or other personalization are made specifically for you and are final sale. The unboxing-video protection in Section 1 still applies if a customized item arrives damaged or defective — we'll replace or refund it — but personalization details matching your confirmed order specs (spelling, size, color as agreed) are not eligible for return.

4. Cash on Delivery (COD) Orders

Most of our orders are COD. For COD orders:

  • Please inspect the outer packaging at the time of delivery. If it looks visibly crushed or tampered with, you're welcome to record your unboxing in front of the rider — this is the strongest form of proof.
  • If you accept delivery and something is wrong, follow the same process in Section 1 (unboxing video within 24–48 hours).
  • Refunds for COD orders are processed as a bank transfer once your claim is verified.

5. What's Not Covered

  • Natural variation in marble color, veining, or pattern
  • Minor surface texture differences between the product photo and the piece received (natural stone, not print)
  • Damage caused after delivery (drops, misuse, improper cleaning)
  • Claims reported after 24–48 hours of delivery, or without an unboxing video

6. How to Start a Claim

  1. Message us on Instagram @sang.e.marmar.pk or WhatsApp 03053643874 within 24–48 hours of delivery.
  2. Share your order number, the unedited unboxing video, and photos of the issue.
  3. We'll confirm within 24-48 hours and guide you through the replacement/refund process.

Questions about an order? Reach out any time — we read every message ourselves.