Refund policy
These Terms & Conditions apply to all fabrication services, materials, products, and orders provided by Austin Granite Direct (“Austin Granite Direct,” “we,” “us,” or “our”). By placing an order or authorizing fabrication services, the customer (“you” or “your”) acknowledges and agrees to the following terms.
1. Custom Fabrication
Austin Granite Direct provides custom fabrication services based on customer-approved selections, measurements, templates, drawings, specifications, and other project information.
Because fabricated stone products are custom-made for individual projects, all fabrication orders are final and non-returnable once fabrication or processing has begun, except where otherwise required by applicable law.
Custom-fabricated products may include, but are not limited to:
- Countertops
- Vanity tops
- Island tops
- Backsplashes
- Fireplace surrounds
- Table tops
- Sink cutouts
- Cooktop cutouts
- Edge profiles
- Mitered edges
- Other custom-cut or fabricated stone products
2. No Returns
All sales and custom fabrication orders are final. We do not accept returns, exchanges, or cancellations for custom-fabricated products once fabrication or processing has begun.
Due to the custom nature of our work, fabricated materials cannot generally be returned to inventory or resold.
This policy does not limit any rights or remedies that cannot legally be waived under applicable law.
3. Customer Approvals
Customers are responsible for reviewing and approving applicable selections, drawings, layouts, measurements, templates, edge profiles, cutouts, seams, and other project specifications before fabrication begins.
Once fabrication has been authorized, changes may not be possible. Any requested changes may result in additional charges, material requirements, fabrication fees, or project delays.
4. Natural Stone Variation
Natural stone is a natural product, and each slab is unique. Variations in color, veining, movement, texture, mineral deposits, fissures, pits, and other characteristics are inherent to natural stone and are not considered defects.
Samples, photographs, digital images, and showroom displays may not exactly represent the color, pattern, movement, or appearance of the final slab.
Customers are encouraged to inspect and approve their selected material before fabrication.
5. Measurements and Templates
Where measurements or templates are provided or approved by the customer or another party, Austin Granite Direct will fabricate according to the approved information.
Customers are responsible for ensuring that all necessary project conditions, dimensions, appliance specifications, sink specifications, cabinetry, walls, and other relevant information have been accurately communicated and approved.
6. Installation
Where installation services are included, installation will be performed according to the approved fabrication and project specifications.
Site conditions may affect installation, including but not limited to:
- Uneven walls or cabinetry
- Inadequate support
- Plumbing or electrical obstructions
- Changes to cabinetry
- Appliance dimensions
- Existing damage or construction conditions
Additional work required because of site conditions may result in additional charges.
7. Damage, Defects, or Concerns
Although all orders are final and non-returnable, we want to know if you have a concern with your order, fabrication, material, or installation.
If you believe your order has been damaged, fabricated incorrectly, or does not meet the approved project specifications, please contact Austin Granite Direct as soon as possible so that we can review the concern.
Please provide:
- Your name
- Project or order information
- A description of the concern
- Photographs or other relevant documentation, when applicable
We will review the matter and, where appropriate, work with you to determine the appropriate resolution.
Please note that contacting us about a concern does not automatically constitute an acceptance of a return, refund, replacement, or other remedy. Each situation will be reviewed individually and in accordance with these Terms & Conditions and applicable law.
8. Reporting Damage
Customers should inspect fabricated and installed products as soon as reasonably possible after delivery or installation.
Any visible damage or concern should be reported to Austin Granite Direct promptly.
For installation-related concerns, customers should contact us before attempting to repair, alter, remove, or modify the fabricated product, as doing so may affect our ability to properly investigate the issue.
9. Changes and Cancellations
Because fabrication orders are custom-made, cancellation or modification requests must be submitted as soon as possible.
Once materials have been cut, fabricated, processed, or otherwise committed to a project, cancellation may no longer be possible and payments may be non-refundable.
Any approved changes may be subject to additional material, fabrication, labor, delivery, or installation charges.
10. Payments and Deposits
Payments and deposits associated with custom fabrication are subject to the terms provided at the time of purchase or included in the applicable estimate, proposal, or invoice.
Unless otherwise agreed in writing, payments for custom fabrication are non-refundable once fabrication or processing has begun.
11. Limitation of Liability
To the fullest extent permitted by applicable law, Austin Granite Direct shall not be responsible for delays, damage, or performance issues caused by circumstances outside of our reasonable control, including delays caused by suppliers, shipping, construction conditions, other contractors, inaccurate information supplied by the customer or third parties, or changes to the project after fabrication has been authorized.
Nothing in these Terms & Conditions is intended to exclude or limit any liability or consumer rights that cannot legally be excluded or limited under applicable law.
12. Contact Us
We value our customers and want you to be satisfied with your Austin Granite Direct experience.
If you have a question, concern, or issue with your order, please contact us. Our team will review the matter and work with you to determine the appropriate next steps.