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.
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
- Operations: Khamam Konsept Dekorasyon Ticaret Limited Şirketi, Istanbul, Türkiye — Bahçeşehir 1. Kısım Mah. İskete Çıkmazı Sk. Çınar 12, Villa 23, No:34, Başakşehir 34488, İstanbul
- Warehouse: Secaucus, NJ, USA
- Support: info@hamamdecor.com (Mon–Fri, 9:00–18:00 local)
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