Return and refund

Return and Refund Policy

At Marmoravivante, our operation revolves around total clarity and structural openness. Because marble dining tables are significant, structural pieces for your home, we want you to feel entirely protected throughout your purchase journey. This document establishes how we manage order issues, structural exchanges, and account settlements for our Hong Kong community.

Our Trust Framework: Delivery Payment Only

To establish actual transparency, we bypass digital credit channels entirely. The only payment framework available on our website is Cash on Delivery (COD). This means your transaction happens exclusively at your doorstep after you have visually reviewed the shipment. You do not release your resources beforehand, allowing you to complete your order with absolute peace of mind.

Qualification Timeline and Conditions

We offer a 30-day window from your physical delivery date to request a structural revision or return. Because our marble dining tables are substantial pecuniary commitments we limit return eligibility to specific circumstances to ensure operational fairness. A return request is initiated exclusively under the following two scenarios:

  • The product arrives with structural cracks, surface fractures, or transport-related damage.
  • The incorrect table model, size, or variant was mistakenly dispatched to your residence.

If your delivery matches these conditions, please document the issue visually and reach out to our team at marble@marmoravivante.com to start the corroboration process.

Zero Cost Logistics and Scheduled Pickups

Once our validation team reviews your sent materials and accepts your return request, we handle all the heavy lifting. We coordinate a smooth removal of the table directly from your Hong Kong address. To respect your schedule, this retrieval is arranged according to your specific availability and convenience.

We believe that resolving an error should not create a logistical burden. Therefore, our return process is completely free. We never levy restocking fees, administration penalties, or transport charges against our shoppers for corrected orders.

Corroboration and Inspection Timelines

When the heavy transport team returns the marble dining table to our inspection hub, our inventory team evaluates the piece. We require exactly 1 working day to complete this physical inspection after it reaches us. This step establishes the reported damage or dispatch error so we can ensure the final settlement.

Settlement Framework: Exchanges or Full Adjustments

Upon successful corroboration of the return, you can select your preferred resolution channel. We offer two clear pathways:

  • A Complete Exchange: If the identical marble table model is currently in our active warehouse stock and you select this option, we will dispatch a replacement piece directly to your residence via our doorstep framework.
  • A Complete Account Refund: If you prefer to close the transaction entirely, we will execute a total reversal of your payment.

Bank Transfer Settlement Process and Data Safety

Because our storefront operates exclusively through doorstep COD, we do not possess your electronic payment profiles. Therefore, all completed refunds are processed through bank transfers only.

When a full refund is accepted, our team will explicitly request your accurate banking details via mail. In strict adherence to the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong, all banking credentials, names, and account numbers collected during this settlement phase are classified as sensitive personal data. Marmoravivante utilizes this information solely to complete the sanctioned transfer. We enforce strict data separation protocols to ensure your fiscal identifiers are shielded from unwanted visibility, never distributed to external parties, and expunged after legal retention requirements expire.

Final Transfer Timelines

Once you supply your substantiated and correct banking information via email, we process the transfer within 1 business day. While our team releases the resources immediately, the capital typically requires 9 to 10 business days to reflect in your personal balance sheet. This specific duration relies entirely on the internal processing schedules and clearing policies of your chosen Hong Kong banking institution.

For any specific questions or to log an order issue, please connect with us directly at marble@marmoravivante.com.