Terms & Conditions

1 Scope and Acceptance

These Terms & Conditions apply to all purchases from Stone & Design Market USA LLC, including purchases made through our website, showroom, warehouse, telephone, email, written quotation, purchase order, or invoice.

These Terms apply to homeowners, property owners, contractors, installers, builders, architects, designers, dealers, resellers, developers, and all other purchasers. The person placing an order represents that they are authorized to make the purchase and accept these Terms on behalf of the named purchaser.

Product-specific written terms, approved quotations, and separately signed agreements may supplement these Terms. In the event of a direct conflict, a separately signed written agreement controls only to the extent of that conflict.

2 Orders and Final Confirmation

• An online order confirmation or automated email confirms receipt of the order but does not necessarily constitute final acceptance.
• All orders are subject to product availability, payment authorization, fraud screening, shipping feasibility, applicable taxes, and final review by Stone & Design Market USA LLC.
• We may contact the customer to verify product selection, quantity, delivery location, freight requirements, or other order details before final processing.
• We reserve the right to reject, limit, or cancel an order for a legitimate business reason, including inventory errors, pricing errors, suspected fraud, shipping restrictions, or inability to fulfill the order.
• When we cancel an order that has already been paid and no substitute arrangement is accepted, the amount paid for the canceled merchandise will be refunded in accordance with applicable law.

3 Pricing, Taxes and Payment

• Prices, promotions, freight charges, and product availability may change without prior notice before an order is accepted.
• Published prices may not include shipping, liftgate service, limited-access fees, residential delivery fees, inside delivery, storage, redelivery, taxes, duties, or other third-party charges unless expressly stated.
• Applicable sales tax will be collected unless the purchaser provides a valid and acceptable resale or exemption certificate before the order is finalized.
• Resellers and tax-exempt purchasers are responsible for the accuracy and continuing validity of their exemption documentation.
• Payment must be made using an approved payment method. An order may be held until payment has cleared and funds are available.
• We may correct typographical errors, system errors, incorrect discounts, freight miscalculations, or other pricing errors before final acceptance of an order.

If a material pricing or order error is discovered after payment, we may offer the customer the option to approve the corrected amount, select an alternative product, or receive a refund for the affected item or order.

4 Availability, Backorders and Delays

All products are subject to availability at the time the order is processed and shipped. Website inventory, supplier inventory, and estimated availability may change before fulfillment.

• Products may sell out, become discontinued, be placed on backorder, or become unavailable without advance notice.
• Estimated shipment and delivery dates are estimates only unless we expressly agree to a guaranteed date in a signed writing.
• When an order cannot be shipped within the stated or legally permitted period, we may request the customer's consent to a revised shipment date or provide any refund required by applicable law.
• We may offer a comparable alternative, but no substitution will be made without the customer's approval when the substituted product materially differs from the ordered product.

Customers should not schedule installers, demolition, construction, equipment rental, or other dependent work until all products have been received, inspected, and approved.

5 Order Cancellations and Changes

Cancellation or modification requests must be submitted promptly. A request is not effective until confirmed in writing by Stone & Design Market USA LLC.

• An in-stock order may generally be canceled without a cancellation charge before picking, packing, transfer, fabrication, or shipping has begun.
• Once processing has begun, the customer may be responsible for reasonable, nonrecoverable costs already incurred, including supplier charges, transfer charges, packaging, palletizing, payment processing costs where legally permissible, and freight cancellation charges.
• Orders that have already shipped cannot be canceled and will be handled under the applicable return provisions.
• Special-order, custom, cut-to-size, fabricated, modified, clearance, final-sale, and made-to-order products cannot be canceled after production, procurement, or supplier processing has begun.

6 Returns, Exchanges and Refunds

Eligible stocked products may be considered for return within 30 calendar days after delivery or pickup, subject to all conditions below. Returns are not automatically authorized.

• The customer must obtain written return authorization before returning or shipping any product.
• Products must be unused, uninstalled, uncut, unmodified, clean, resalable, and in their complete original factory packaging.
• Only complete, unopened boxes, cartons, bundles, or factory units are eligible unless we expressly approve otherwise in writing.
• Returned products are subject to inspection and may be subject to a restocking fee of up to 25%.
• Original delivery, shipping, handling, pallet, packaging, and special-service charges are nonrefundable except where required by law or where the return results from our verified error.
• The customer is responsible for return freight, insurance, secure packaging, and risk of damage during return transportation unless the return results from our verified error.
• No return will be accepted for installed, damaged, altered, improperly stored, weather-exposed, mixed, repackaged, or incomplete merchandise.

Nonreturnable products

The following are final sale and nonreturnable unless defective under an applicable written warranty or otherwise required by law:

• Samples and sample shipping charges;
• Special-order and custom products;
• Cut, fabricated, modified, sealed, treated, or installed products;
• Clearance, closeout, discontinued, and final-sale products;
• Partial boxes, loose pieces, opened setting materials, and opened chemicals;
• Products damaged by improper handling, storage, installation, cleaning, or maintenance.

Approved refunds are generally issued to the original payment method after the returned products are received and inspected. Processing time may vary depending on the payment provider.

7 Special, Custom and Made-to-Order Products

• Special or custom orders generally require a minimum 50% deposit unless another amount is stated on the quotation or invoice.
• The remaining balance is due when the order is ready and before shipment, release, or pickup.
• Deposits may become nonrefundable after procurement, production, fabrication, modification, or supplier processing begins.
• Special and custom orders are non-cancelable and nonreturnable except for a verified shipment error or covered defect.
• Production and delivery estimates for special orders are not guaranteed unless expressly stated in a signed writing.

The customer is responsible for confirming specifications, dimensions, drawings, quantities, finishes, and production details before approving a custom order.

8 Natural Stone and Product Characteristics

Natural stone, cement products, terracotta, encaustic materials, handmade products, mosaics, and certain porcelain or ceramic products are inherently variable. Variations are expected and are not defects when they fall within the normal characteristics of the material.

Expected characteristics may include:

• Differences in color, tone, shade, pattern, veining, grain, and texture;
• Mineral deposits, fossils, crystallization, oxidation, and natural markings;
• Pits, pores, pinholes, fissures, resin fill, mesh backing, and factory repair;
• Variation in surface movement, polish, sheen, edge detail, and finish;
• Minor chipping, edge variation, and dimensional differences within industry tolerances;
• Variation between production lots, dye lots, quarry blocks, crates, cartons, and shipments.

Certain natural stones are commercially reinforced, filled, repaired, meshed, resined, or otherwise stabilized during production. Such processing is common and does not by itself indicate that the product is defective.

9 Product Images, Displays and Samples

Product photographs, room scenes, digital renderings, display boards, showroom installations, and samples are provided as general representations only.

• Screen settings, lighting, photography, editing, background conditions, and device calibration may affect how colors appear.
• A sample represents only a small portion of a product and cannot display the full range of shade, veining, movement, or texture that may appear in an order.
• Samples may come from a different production lot, quarry block, or shipment than the final order.
• Room-scene images may be digitally created or staged and should not be used as the sole basis for a color or suitability decision.

Customers who consider color or variation critical should request current samples and, where available, inspect current inventory before ordering. Sample approval does not create a guarantee of exact matching.

10 Measurements and Quantity Estimates

Any square-footage calculation, quantity suggestion, waste estimate, coverage calculation, or project estimate provided by us is a convenience only and is not a guarantee.

• The purchaser is responsible for verifying field measurements, layout, pattern, grout-joint width, cuts, breakage, waste, future repairs, and project requirements.
• Coverage can vary based on actual product dimensions, installation method, pattern, joint size, site conditions, and installer practices.
• We generally recommend ordering at least 10% additional material for straightforward installations and more for diagonal, patterned, highly selective, or complex layouts.
• Depending on the project and material variation, additional waste allowances of 15% to 30% or more may be appropriate.

The customer and the customer's installer are solely responsible for determining the final quantity required.

11 Inspection, Acceptance and Claims

All products must be inspected immediately upon delivery or pickup and again before installation.

• Open and inspect multiple boxes or crates to evaluate color, shade, pattern, dimensions, finish, quality, and overall range.
• Dry-lay sufficient material from different boxes or crates before installation to confirm the desired blend and appearance.
• Confirm that the product, finish, size, quantity, and lot information correspond to the order before installation begins.
• Do not install products that appear incorrect, damaged, defective, unacceptable, or unsuitable.

Visible shortages, incorrect products, or reasonably discoverable quality concerns must be reported to us in writing as soon as possible and no later than five calendar days after delivery or pickup. Concealed issues that could not reasonably be discovered earlier must be reported promptly after discovery and, in all cases, before installation.

Claims must include the order number, product information, quantities affected, photographs of the products and packaging, lot or carton labels where available, and a clear description of the issue. We may request that the product remain available for inspection.

12 Shipping, Freight and Delivery

Unless otherwise expressly stated in writing, carrier shipments are arranged as shipment contracts and are shipped F.O.B. place of shipment, subject to applicable law. Risk of loss passes as provided by the applicable shipping terms and law.

Delivery inspection

• The customer or an authorized representative must be present, accessible, and prepared to receive the shipment.
• Before signing the delivery receipt, inspect the pallet, crate, cartons, wrapping, and visible product for damage or shortages.
• Clearly describe all visible damage, missing pieces, broken pallets, punctures, crushed cartons, or other exceptions on the carrier's delivery receipt before signing.
• Writing only “subject to inspection” may not be sufficient to establish a freight claim. Specific visible damage should be noted.
• Take clear photographs of the shipment, packaging, labels, damage, and delivery receipt before unpacking or moving the material.

Visible freight damage or shortage must be reported to the carrier and to Stone & Design Market USA LLC immediately, preferably on the day of delivery. Concealed freight damage should be reported in writing within five calendar days or within the carrier's applicable claim period, whichever is earlier.

We will reasonably assist the customer with a properly documented freight claim when appropriate, but we cannot guarantee that a carrier will approve a claim. Failure to inspect, document, retain packaging, note damage on the delivery receipt, or provide timely notice may reduce or eliminate available remedies.

Delivery services and site conditions

• Standard freight delivery is generally curbside or to the first accessible point determined safe by the carrier.
• Delivery does not include inside delivery, placement in a garage, movement through a residence, unpacking, installation, or debris removal unless separately confirmed in writing.
• Liftgate service does not guarantee that a pallet can be lowered or moved at every location. Heavy crates, slabs, and oversized pallets may require a forklift, loading dock, pallet jack, or professional crew.
• The customer is responsible for safe access, permits, gate codes, parking, unloading assistance, equipment, and site readiness.
• Redelivery, reconsignment, address correction, waiting time, storage, limited-access, missed appointment, and similar carrier charges caused by customer or site conditions are the customer's responsibility.

Contractors, dealers, and resellers are responsible for unloading, handling, and secure storage at their job site, showroom, or warehouse. Homeowners should arrange adequate assistance and equipment before delivery.

13 Warehouse and Customer Pickup

• Pickup appointments and product readiness must be confirmed before the customer or carrier arrives.
• The customer is responsible for using a vehicle with adequate payload capacity, securement equipment, weather protection, and safe loading characteristics.
• Our assistance with loading does not transfer responsibility for vehicle selection, load limits, load securement, or safe transport.
• The customer or driver must inspect and count the product before leaving the pickup location.
• Risk of loss for customer pickup passes to the purchaser as provided by applicable law when the purchaser or purchaser's carrier takes possession of the products.

We may decline to load a vehicle or trailer that appears unsafe, unsuitable, overloaded, or inadequately equipped.

14 Installation Requirements and Installer Responsibility

Stone & Design Market USA LLC sells products and does not assume responsibility for project design, substrate preparation, engineering, code compliance, waterproofing, installation workmanship, or job-site supervision unless separately agreed in a signed written contract.

• Products must be installed by a qualified and experienced professional familiar with the specific material and application.
• The installer must inspect and approve the substrate, drainage, waterproofing, movement joints, setting materials, adhesives, grout, sealers, environmental conditions, and installation method.
• All boxes and crates should be opened before installation, and material from multiple boxes or crates should be blended throughout the project.
• The final layout and blend should be reviewed and approved by the customer before permanent installation.
• White marble, light-colored limestone, translucent stone, and moisture-sensitive products may require premium white, nonstaining, rapid-setting, epoxy, or other specialized setting materials selected by the installer or setting-material manufacturer.
• Clean water, clean tools, and compatible installation materials must be used to avoid contamination, staining, discoloration, warping, bleeding, or bond failure.
• Grout release, pre-sealing, test areas, back-buttering, crack isolation, waterproofing, drainage, and movement accommodation must be evaluated for the particular project.

A nominal grout joint of at least 1/8 inch may be appropriate for many tile installations, but the correct joint width must be determined by the installer based on product variation, applicable standards, manufacturer instructions, substrate conditions, and local requirements.

15 Sealing, Grouting, Cleaning and Maintenance

• Many natural stone, cement, terracotta, and porous products require appropriate sealing before grouting, after installation, and periodically during service.
• Sealers and grout-release products do not make materials completely stain-proof, waterproof, scratch-proof, or maintenance-free.
• All cleaners, sealers, grout, enhancers, adhesives, chemicals, and maintenance products must be tested in a small, inconspicuous area before general use.
• Acidic, abrasive, strongly alkaline, solvent-based, or incompatible products may etch, stain, discolor, dull, scratch, or otherwise damage stone and tile.
• The customer is responsible for obtaining and following current product-manufacturer instructions.

Grout color, sealers, installation materials, and maintenance methods can alter the final appearance. Stone & Design Market USA LLC is not responsible for damage caused by improper sealing, grouting, cleaning, maintenance, chemical exposure, standing water, or neglect.

16 Product Selection and Suitability

The customer, architect, designer, contractor, and installer are responsible for determining whether a product is appropriate for the intended location, use, climate, traffic level, substrate, exposure, and applicable building requirements.

Suitability considerations may include:

• Interior versus exterior use;
• Wet areas, showers, pools, spas, fountains, and submerged applications;
• Freeze-thaw exposure and local climate;
• Slip resistance and barefoot or commercial traffic;
• Vehicular loads, point loads, impact, and structural support;
• Chemical, salt, moisture, UV, and thermal exposure;
• Accessibility, building, fire, health, and safety requirements.

General statements made by sales personnel or displayed on the website are informational and do not replace project-specific evaluation by a qualified professional. Product recommendations are not engineering, architectural, installation, or legal advice.

17 Warranties and Manufacturer Warranties

Certain products may be covered by a written warranty issued by the manufacturer. Any manufacturer warranty is provided solely under the manufacturer's terms, limitations, procedures, and exclusions.

We may reasonably assist with a manufacturer warranty submission, but we do not control and cannot guarantee the manufacturer's decision. Manufacturer warranty claims may require photographs, samples, installation records, maintenance records, proof of purchase, and inspection.

Nothing in these Terms excludes or limits a right or warranty that cannot legally be excluded or limited.

18 Limitation of Liability and Exclusion of Damages

To the fullest extent permitted by applicable law, Stone & Design Market USA LLC will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages, including:

• Lost profits, business interruption, or loss of use;
• Project delays, missed deadlines, or scheduling costs;
• Installer, contractor, demolition, removal, or reinstallation charges;
• Equipment rental, storage, lodging, travel, or temporary relocation costs;
• Damage caused by improper handling, storage, fabrication, installation, maintenance, or use.

To the fullest extent permitted by law, our aggregate liability arising from a product or order will not exceed the amount actually paid to us for the specific product giving rise to the claim.

Where a covered and timely claim is established, our available remedy may be limited, at our reasonable option and subject to applicable law, to replacement of the affected uninstalled material, repair where appropriate, store credit, or refund of the purchase price paid for the affected material.

These limitations do not apply to liability that cannot legally be excluded or limited.

19 Force Majeure

Stone & Design Market USA LLC is not responsible for delay, nonperformance, shortage, or cancellation caused by circumstances beyond our reasonable control, including:

• Severe weather, hurricanes, floods, fire, earthquakes, or natural disasters;
• War, terrorism, civil unrest, public-health emergencies, or government action;
• Port congestion, carrier delay, freight interruption, labor disputes, or equipment failure;
• Supplier shutdown, quarry interruption, raw-material shortage, or manufacturing delay;
• Power, telecommunications, software, payment-network, or internet failure.

Performance times may be extended for a reasonable period while the event continues. Where fulfillment becomes impossible or commercially impracticable, we may cancel the affected portion of the order and provide any refund required by applicable law.

20 Payment Disputes and Chargebacks

Customers should contact Stone & Design Market USA LLC promptly regarding any billing, product, shipment, or refund concern so that we have a reasonable opportunity to investigate and address the matter.

Initiating a chargeback does not cancel the customer's obligations for products properly ordered, delivered, picked up, accepted, or retained. We may provide payment processors and financial institutions with relevant order records, communications, delivery documentation, photographs, acceptance records, and these Terms in response to a payment dispute.

Nothing in this section prevents a customer from exercising a lawful right to dispute a charge.

21 Governing Law and Dispute Venue

These Terms and any transaction with Stone & Design Market USA LLC are governed by the laws of the State of Florida, without regard to conflict-of-law principles, except to the extent federal law or another applicable law requires otherwise.

To the extent permitted by applicable law, any legal proceeding arising from these Terms or a purchase from Stone & Design Market USA LLC must be brought in a court of competent jurisdiction located in Duval County, Florida.

Before filing a lawsuit, the parties are encouraged to provide written notice of the dispute and make a good-faith effort to resolve it informally.

22 General Provisions

Entire agreement

These Terms, together with the applicable order, accepted quotation, invoice, product-specific written terms, and any separately signed agreement, constitute the agreement between the parties concerning the purchase.

Changes and waiver

A modification to a specific transaction must be in writing and approved by an authorized representative of Stone & Design Market USA LLC. Failure to enforce a provision on one occasion does not waive the right to enforce it later.

Assignment

The customer may not assign or transfer an order, claim, or contractual right without our prior written approval, except where such restriction is prohibited by law.

Severability

If any provision is found invalid, illegal, or unenforceable, that provision will be enforced to the maximum extent permitted or severed, and the remaining provisions will remain in effect.

Headings

Section headings are provided for convenience and do not limit the meaning of the provisions.

Electronic communications

The customer agrees that order confirmations, invoices, approvals, notices, disclosures, and other transaction communications may be provided electronically.

Updates to these Terms

We may update these Terms from time to time. The version in effect when an order is accepted will generally govern that order unless applicable law requires otherwise.

24 Questions and Contact Information

Questions concerning an order, delivery, return request, product claim, or these Terms & Conditions should be submitted to Stone & Design Market USA LLC using the current contact information displayed on our website.

Please include your full name, order number, telephone number, product information, and a detailed explanation so that we can review the matter efficiently.