Return & Refund Policy

1Custom-Cut & Made-to-Order Products

Marble, granite, quartz, onyx, and travertine sold by FB Marble & Granite are natural or engineered stone products that are typically cut, polished, and fabricated to your specific size and design requirements. Because these products are made to order, they cannot be resold to another customer once cut.

For this reason, custom-cut and fabricated orders are generally not eligible for return or exchange, except in cases covered under our Damaged or Defective Goods policy below.

2Viewing Samples Before You Order

Since natural stone has inherent variation in color, veining, and pattern between batches, we strongly encourage all customers to:

• Visit our showroom at 51 Y, Jamun, Bedian Road, Lahore to view actual slabs in person
• Request up to 10 free samples before placing a full order
• Confirm final slab selection with our team prior to cutting

Orders placed without an in-person slab viewing or sample confirmation are accepted on the understanding that natural color/pattern variation is expected and is not grounds for return.

3Damaged or Defective Goods

If your order arrives visibly damaged, cracked, or does not match the confirmed specifications (size, color, or finish agreed upon at the time of order), please contact us within 48 hours of delivery with clear photos of the issue.

Upon verification, we will offer one of the following at no additional cost:

• Repair of minor damage where feasible
• Replacement of the affected piece
• A partial or full refund for the affected item, depending on the nature of the issue

Claims made after 48 hours of delivery, or for damage caused after delivery (e.g., during a customer's own installation), will be assessed on a case-by-case basis.

4Cancellations

Orders may be cancelled before fabrication/cutting has begun for a full refund of any advance payment made, minus any bank transfer or transaction charges already incurred.

Once a slab has been cut or custom fabrication work has started, cancellation is generally not possible, as the material can no longer be resold in its original form.

5Advance Payments & Deposits

For custom orders, an advance payment or deposit may be required before fabrication begins. This amount will be clearly communicated and confirmed with you at the time of order, along with the balance due upon completion or delivery.

6Delivery Issues

If your order is delayed, lost, or damaged in transit due to our delivery service, please notify us immediately so we can investigate with our logistics partner and arrange a resolution — whether that's expedited replacement or a suitable refund for the affected portion of the order.

7How to Request a Return, Refund, or Exchange

To start a request, please contact us with your order details (invoice/quotation number, date of purchase, and description of the issue) via any of the following:

• WhatsApp: +92 323 4148908
• Email: [email protected]
• In person: Visit our showroom at 51 Y, Jamun, Bedian Road, Lahore

Our team will review your request and respond within 2 business days with next steps.