Refund Policy

Our goal is to make product selection and ordering as clear as possible for homeowners and trade professionals. Because Kaya Surfaces supplies slabs, flooring, cabinetry, and project-specific materials, return eligibility varies by product type and condition. Please review the material carefully before fabrication or installation.

1. General Return Policy

Kaya Surfaces supplies materials for project-specific residential and commercial applications. Because many products are selected, reserved, special ordered, or allocated for a particular project, all returns require prior written authorization from Kaya Surfaces.

Products should not be returned or shipped back without approval. Eligibility for a return depends on the product type, condition, packaging, order status, and whether the material has been cut, fabricated, assembled, modified, or installed.

2. Slabs & Surface Materials

Quartz, printed quartz, quartzite, marble, granite, porcelain slabs, prefab countertops, and other slab or surface materials must be inspected and approved before cutting, fabrication, modification, or installation.

Once material has been cut, fabricated, altered, or installed, it is considered accepted and is not eligible for return or refund for visible conditions that reasonably could have been identified beforehand.

Natural stone is inherently unique. Variations in color, veining, movement, texture, fissures, mineral deposits, pits, and other natural characteristics are expected and are not considered defects. Manufactured materials may also vary from samples, photographs, digital images, and between production lots.

3. Flooring

Flooring must be inspected before installation for product, color, finish, quantity, visible damage, and manufacturing concerns. Installation constitutes acceptance of visible conditions that reasonably could have been identified before installation.

Installed, cut, altered, used, or opened flooring is not returnable except where an applicable manufacturer warranty or law provides otherwise.

Standard, unopened, unused flooring in its original saleable packaging may be considered for return with prior written authorization from Kaya Surfaces. Approved returns may be subject to restocking, freight, pickup, or handling charges. Special-order and discontinued flooring may not be returnable.

4. Kitchen Cabinetry

Cabinetry must be inspected before assembly, modification, or installation. Customers and installers are responsible for confirming style, color, finish, dimensions, quantities, and visible condition before work begins.

Assembled, modified, installed, damaged, custom, or special-order cabinetry is not returnable unless otherwise approved in writing.

Standard, unopened, unused cabinetry in original saleable packaging may be considered for return with prior authorization. Approved returns may be subject to applicable restocking, freight, pickup, or handling charges.

5. Special Orders, Custom Products & Reserved Materials

Special-order products, custom products, fabricated or cut materials, discontinued products, materials specifically sourced for a customer, and materials specifically reserved or allocated to a project are generally final sale once the order has been confirmed or processing has begun.

6. Damaged, Defective or Incorrect Material

All products should be inspected promptly at pickup or delivery and again before fabrication, assembly, or installation. If material appears damaged, defective, or incorrect, please stop work and contact Kaya Surfaces as soon as reasonably possible.

We may request photographs, labels, lot or batch information, packaging, invoice details, or other documentation necessary to evaluate the claim. The affected product and packaging should be retained until the claim has been reviewed.

Do not fabricate, cut, assemble, modify, or install material with an identifiable concern before receiving direction from Kaya Surfaces.

7. Manufacturer Warranties & Product Claims

Certain quartz, porcelain, flooring, cabinetry, and other manufactured products may be covered by a manufacturer warranty. Warranty coverage, exclusions, claim procedures, and remedies are governed by the applicable manufacturer's warranty terms.

Where appropriate, Kaya Surfaces may assist with product information or the submission of a claim. Final warranty determinations remain subject to the applicable manufacturer and warranty terms.

8. Remedies for Approved Claims

If a claim is approved, the available remedy will depend on the product, circumstances, availability, and applicable manufacturer terms. A remedy may include replacement material, exchange, store credit, repair where appropriate, or refund of the applicable product purchase price.

Unless expressly agreed in writing or required by applicable law, Kaya Surfaces is not responsible for fabrication, installation, removal, reinstallation, plumbing, electrical work, labor, loss of use, project delays, or other incidental or consequential costs where material was fabricated, assembled, or installed before an identifiable concern was reported.

9. Order Cancellations

Cancellation requests should be submitted as soon as possible. Orders that have not yet been reserved, sourced, processed, fabricated, prepared for shipment, or shipped may be eligible for cancellation at Kaya Surfaces' discretion.

Special orders, custom orders, reserved materials, fabricated materials, and orders already in processing or transit may not be cancelable and may be subject to costs already incurred.

10. Refunds

Approved refunds will generally be issued to the original payment method when practical. Processing time may vary depending on the payment provider or financial institution.

Original delivery, freight, handling, fabrication, special-order, or other service charges are generally non-refundable unless the refund results from an error for which Kaya Surfaces accepts responsibility.

11. How to Request a Return or Report an Issue

Before returning any product or proceeding with work on material that may have an issue, please contact us:

Kaya Surfaces
Wharton, New Jersey
Email: contact@kayasurfaces.com

Please include your name, company name if applicable, invoice or order information, product name, quantity involved, a brief description of the issue, and photographs when applicable.