Return & Exchange Policy
Last updated: September 03, 2025
Because your piece is made to order, returns are not accepted. We do, however, offer an exchange in the following cases:
- You received the wrong item or wrong specifications (size, edge detail, finish) versus your order confirmation.
- There is significant deviation from the approved features/specifications.
- The product is damaged in transit.
Natural stone variations (color, veining, fossils, pores, small pits/filled areas) are inherent and expected; they are not considered defects.
For custom-made products, the deposit is non-refundable in the event of a cancellation, unless there is a structural defect or production error. Deposits are not refundable in cases of preference change or dissatisfaction with the product.
HamamDecor is not responsible for delays caused by third-party courier, freight, or logistics providers once the shipment has been dispatched or handed over to the carrier.
Such delays do not constitute grounds for order cancellation, refund, or chargeback.
We will, however, always assist in tracking the shipment and communicate with the courier to support the delivery process as best as possible.
How to Request an Exchange
- Damage in transit: email info@hamamdecor.com within 48 hours of delivery with photos of the packaging, the issue, and the signed delivery note showing your damage remark.
- Wrong item/specs: email within 7 calendar days of delivery with photos and a brief explanation.
- Include your order number and any relevant approval photos/drawings.
What We Will Do
- We will review your request within 2–3 business days. If approved, we will repair, replace, or remake the affected component or the entire item, as appropriate.
- When the exchange is due to our error or carrier damage, we cover reasonable return/re-delivery logistics. We may arrange an inspection or pickup.
Packaging & Condition
- Keep all original packaging until we advise next steps. Items must be in comparable condition for safe transport.
- Unapproved returns or returns without original packaging may be refused.
Not Eligible for Exchange
- Changes of mind (size, shape, color) after production start.
- Natural stone variation in veining/tonality or slight dimensional tolerances typical of handcrafted stonework.
- Issues arising from access constraints at the site (insufficient door widths, stair turns, etc.) when specs were not disclosed.
- Damage occurring after delivery/installation or due to improper handling, maintenance, or third-party work.
Company & Contact
- Payments are securely processed by: HamamDecor LLC
- Warehouse: Secaucus, NJ, USA
- Support: info@hamamdecor.com (Mon–Fri, 9:00 am–6:00 pm local)
By placing an order, you agree to our Terms & Conditions and Privacy Policy.