Order Cancellation

You may cancel orders placed on Marble Vertex before products are handed over to the carrier. Contact us at +90 541 799 36 82 or [email protected].

Refunds are processed to your original payment method within 3–7 business days, depending on your bank. Custom-made items already in production are subject to the exceptions below.

Domestic Returns (Turkey)

Under Turkish Consumer Protection Law No. 6502, you have 14 (fourteen) days from delivery to withdraw without giving any reason.

  • Items must be unused, undamaged and in original packaging with commercial qualities intact.
  • When you use our designated return carrier, return shipping is paid by Marble Vertex.
  • Send your withdrawal notice to [email protected] or via your order details in your account.

International Returns & Customs

  • Orders shipped to the USA: duties and import taxes are included in the price and paid by Marble Vertex (no extra fees at delivery).
  • If a parcel is refused or returned unpaid, outbound/inbound shipping and Turkish customs costs are deducted from the refund.
  • International orders (including the USA): you may return an item within 14 days of delivery without giving a reason. Return shipping and any customs costs for the return are paid by the Buyer. No restocking fee; the refund is issued within 7 business days after we receive the item. Items made to the Buyer's own specifications (custom size or design) are excluded.
  • Delivery times depend on the carrier and destination customs; Marble Vertex is not liable for customs delays.

Marble & Decorative Products — Damage & Return Terms

  • Inspect the parcel in the presence of the courier before accepting delivery (domestic and international).
  • If transit damage is visible, refuse delivery and obtain a Damage Report from the courier. Without a report, carrier liability cannot be invoked and returns may be rejected.
  • Natural stone may show minor variations in colour, veining and texture compared to website images; this is not a defect.
  • Exception: Marble products custom-cut, personalised or produced to the Buyer's own specifications (e.g. custom dimensions or design) are excluded from the statutory right of withdrawal. Standard catalogue items remain returnable even if they are produced after your order.

How to Request a Return

  1. Sign in or email [email protected].
  2. My Account → order → create a return/cancellation request.
  3. Ship the item following our return instructions after approval.
  4. Track status under My Return Requests.

Questions? Visit our Contact page.