Return & Refund Policy
GustavDesign is committed to absolute customer satisfaction. Because our products are custom-made and personalized, our policy differs from standard retail items to reflect the labor and materials involved.
1. Return Window & Exceptions
- Bespoke & Custom Orders: As we specialize in the bespoke fabrication of architectural stone, all sales of monolithic bathtubs, custom vanities, made-to-order tables, and personalized fixtures are final. Once production has commenced, these bespoke items are exempt from standard return windows and cannot be canceled, refunded, or returned for a change of mind.
- Non-Custom Items: For any pre-made, non-bespoke inventory, customers have 14 days from the date of delivery to initiate a return request.
- Dimensional Tolerances: Because our products are crafted from natural stone, slight dimensional variations are standard. A size variance of up to +/- 5% from the stated Proforma Invoice or Order Form is considered within industry tolerance and does not constitute a defect or an "incorrect" item.
2. Damaged, Defective, or Not as Described
All shipments are fully insured during transit. However, due to the heavy freight nature of our items, strict receiving protocols must be followed to qualify for a claim.
- Inspection Upon Delivery (The Bill of Lading): The Customer or their receiving agent must strictly inspect the crate and the product before signing the delivery driver's Bill of Lading (BOL). Any visible damage to the packaging or the item must be explicitly written on the BOL before the driver leaves.
- Claim Window: If an item arrives damaged or with a manufacturing defect, you must report the issue to us with clear photographic and video evidence within 24 hours of delivery. Failure to note damage on the BOL or report it within 24 hours will void the transit insurance and the eligibility for a replacement.
- Resolution Process: If a defect or transit damage is verified, GustavDesign reserves the right to resolve the issue through one of the following methods, at our sole discretion: (1) Reimbursing customer for a specialized stone restoration professional to repair the item on-site; (2) Sending a replacement item (subject to standard production lead times, and we reserve the right to require the return or certified destruction of the original item first); or (3) Issuing a partial or full refund if a repair or replacement is deemed commercially unviable.
- Note on Natural Materials: Please refer to our Terms of Service regarding natural stone variations. Variations in color, veining, texture, natural fissures, or factory-applied resin fills are inherent to marble and travertine. They are not considered defects, damages, or grounds for a "Not as Described" claim.
3. Returns for Store Credit (Non-Defective)
If you wish to return a non-customized, standard inventory item for a change of mind, we offer Store Credit under the following strict conditions:
- Condition: Items must be completely unused, unaltered, and securely repacked in their original wooden shipping crates and packaging materials.
- Return Shipping: The customer is 100% responsible for arranging and paying for return freight logistics, including full insurance coverage.
- Restocking Fee: A $500 applies to all returns to cover the extensive labor, warehousing, and handling required for heavy stone logistics.
- Inspection: Store credit will only be issued after the item arrives at our facility and passes a rigorous condition inspection. If the item is damaged during return transit due to improper repacking, no credit will be issued, and the customer must file a claim with their chosen freight carrier.
4. How to Start a Return
To initiate a request, contact us via:
5. Contact Information
- Email: info@gustavdesign.com
- Phone Number: +37122836510
- Registration Address: Stipnieku cels 46A, Marupe, LV-2167, Latvia
- Registration Nr: 42103112789
- Full GustavDesign SIA information: LINK