Returns and Exchanges
If you have a problem with an item, e.g. damaged in shipping, craftsmanship, personalization error or you just don’t like the item, please contact us immediately at info@etchedingranite.com to receive return & exchange instructions. We must receive notification prior to any return to prevent unnecessary delays and/or additional shipping charges (restrictions apply to personalized items – see Returns and exchanges of personalized items section below).
Returns and exchanges of non-damaged or non-personalized items
If you are not satisfied with your purchase simply contact us to initiate a return or exchange. You, the customer, have ten (10) business days from delivery date to return the items. Items may incur a 10-15% restocking fee. Shipping charges are not refundable. Customer is responsible for all return packing/shipping charges and must insure item for the full purchase price. Orders cancelled after items ship but before items are delivered: Customer will not be credited our actual shipping costs or return costs even if the order qualified for “free shipping” at time of purchase.
These basic requirements must be met to receive a purchase price refund:
1. Items returned unused, in resalable condition.2. Items returned in original packaging/shipping containers – or equal or better quality as original packaging.3. Purchaser name and address must be clearly visible in or on the package.4. Return must be received by Etched In Granite within (10) ten days of original delivery date.5. Item must not have been personalized.
In the event that your order qualified for free shipping at the time of purchase, actual shipping charges incurred by Etched In Granite will be deducted from the purchase price credit. Please email as at info@etchedingranite.com to initiate a return or exchange.
Returns and exchanges of damaged or defective items
If you receive a damaged or defective item we must be notified within 48 hours of delivery to set up a return or exchange. Email us to initiate a return or exchange. We will replace the item ASAP or set up a return for you. Etched In Granite reserves the right to replace a damaged or defective item and have the damaged or defective item returned to Etched In Granite for inspection, at the cost of Etched In Granite.
Returns and exchanges of personalized items
Personalized items can not be returned unless they are defective, damaged or were personalized incorrectly (personalized not in accordance to the approved proof). If you received a personalized item that was damaged, defective, personalized incorrectly or of poor craftsmanship we reserve the right to replace the damaged item.
In the unfortunate event that an order is cancelled after an item has been personalized but before item has been shipped or delivered: Customer will be charged for the item less a courtesy discount. This is an unfortunate circumstance however the policy is in place due to the fact that we personalize most of our items and once they are personalized they are unsellable.
Natural materials
Customers should be aware that many of Etched In Granite products are made from high quality natural stone, marble and wood and, as with similar products and items sold in other industries, those products and items may contain and/or incorporate naturally occurring variations in color and characteristics. Such items may include natural wood, stone, and/or marble items, and other products. Any such variations in color and characteristics occurring in these products do not, and shall not, constitute a defect in the quality or appearance of the product, and customers purchasing such items agree and accept such naturally occurring variations.
Typographical errors and third party
In the event a Etched In Granite product or service is listed at an incorrect price due to typographical error or error in pricing information received from our suppliers, Etched In Granite shall have the right to refuse or cancel any orders placed for product or service listed at the incorrect price. Etched In Granite shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, Etched In Granite shall issue a credit to your credit card account in the amount of the incorrect price.
Terms and conditions
The complete set of Etched In Granite terms and conditions are explained in detail on our Terms and Conditions page. If you have questions regarding these terms, please contact us at info@etchedingranite.com
Important notes
If you have a problem with an order or item e.g. damaged in shipping, questions about the item, poor craftsmanship, typographical error or you just don’t like it – please contact us immediately so that we can remedy the problem and make our best effort to take care of you. If you are returning an item be sure to contact us first via email. When returning an item include your name, address, phone number, email address and order number so we can process the return quickly and are able to contact you if we have questions.
Customer service hours and contact information
Monday – Saturday 8:00 AM to 8:00 PM Mountain Time.Emails are sent and received during the hours listed above, however for your convenience, we often attempt to answer your email messages outside of our normal customer service hours.
Returns and exchanges mailing address:
Etched In GraniteAttn: ReturnsContact us for actual address. (The address can be found on the package that you received from us.)Montana, USAinfo@etchedingranite.com
This document was last updated on July 18, 2022