Return & Refund Policy

At Southern Oregon Granite Design, we are committed to customer satisfaction and delivering high-quality stone fabrication and installation services. This Return & Refund Policy outlines our policies regarding project cancellations, modifications, and refunds.

Custom Nature of Our Products

Please note that our stone products are custom-made to your exact specifications. Due to the custom nature of our work, most orders cannot be canceled or returned once fabrication has begun, as the materials are specifically cut and finished for your project.

Pre-Fabrication Cancellations

If you need to cancel your project before fabrication begins:

• Within 24 hours of order: Full refund of deposit, minus a $50 administrative fee
• 2-7 days after order: 75% refund of deposit, minus a $75 administrative fee
• 8-14 days after order: 50% refund of deposit, minus a $100 administrative fee
• After 14 days: No refund of deposit, as design work and material reservations have been completed

All cancellation requests must be submitted in writing via email to zaydenlambert@oregongranites.com.

Post-Fabrication Cancellations

Once fabrication of your stone has begun, the following policy applies:

• Fabrication started: No refunds available as materials are custom-cut and cannot be resold
• Full project cost: Customer is responsible for 100% of the quoted project cost
• Material costs: Customer is responsible for all material costs, even if project is incomplete

This policy exists because natural stone is a unique, non-standardized material that is cut to your exact specifications and cannot be reused for other projects.

Modifications and Changes

If you need to modify your project after the contract is signed:

• Change orders: Must be submitted in writing and approved by both parties
• Additional costs: Customer responsible for any additional material or labor costs
• Timeline adjustments: Project timeline may be extended due to changes
• Non-refundable: Any additional payments made for changes are non-refundable

Defective or Damaged Materials

In the rare event that materials arrive damaged or defective:

• Immediate inspection: All materials must be inspected upon delivery
• 24-hour notification: Any damage or defects must be reported within 24 hours
• Documentation required: Photo documentation of damage is required
• Replacement only: We will replace damaged materials at no additional cost
• No refunds: Refunds are not provided for damaged materials, only replacements

Workmanship Issues

If you believe there are issues with our workmanship:

• 2-year coverage: We provide a 2-year coverage on all installation work
• Written notification: Issues must be reported in writing within the coverage period
• Inspection required: We will inspect the work to determine if it's a workmanship issue
• Repair, not refund: Workmanship issues will be repaired, not refunded
• Timeframe: Repairs will be completed within 30 days of notification

Force Majeure

In cases of force majeure (natural disasters, extreme weather, pandemics, etc.):

• Project delays: We will work with you to reschedule when possible
• Partial refunds: May be considered on a case-by-case basis
• Credit options: Account credit for future projects may be offered
• Documentation: Proof of force majeure circumstances may be required

Payment Disputes

If you have a dispute regarding charges:

• Written notice: Disputes must be submitted in writing within 30 days
• Itemized review: We will provide an itemized breakdown of all charges
• Good faith negotiation: Both parties agree to negotiate in good faith
• Resolution timeframe: Disputes will be resolved within 60 days

Refund Process

For refunds that are approved:

• Processing time: Refunds will be processed within 14 business days
• Original payment method: Refunds will be issued to the original payment method
• Check refunds: For cash payments, a check will be mailed to your address
• Bank fees: Any bank or processing fees will be deducted from the refund

Non-Refundable Items

The following items and costs are never refundable:

• Custom stone materials that have been cut or fabricated
• Design and consultation fees
• Measurement and site assessment fees
• Shipping and handling costs
• Special order materials
• Products damaged due to customer error or misuse
• Labor costs for work that has been completed

Customer Responsibilities

To ensure smooth project completion and avoid cancellation fees:

• Accurate measurements: Provide accurate dimensions and verify measurements
• Site preparation: Ensure the installation site is ready and accessible
• Decision making: Make timely decisions regarding materials and design
• Communication: Communicate any concerns or changes promptly
• Payment schedule: Adhere to the agreed payment schedule

Dispute Resolution

Any disputes regarding this policy will be resolved through:

• Negotiation: Both parties agree to negotiate in good faith
• Mediation: If negotiation fails, mediation will be attempted
• Legal action: As a last resort, disputes may be resolved in Jackson County courts

Policy Changes

We reserve the right to modify this Return & Refund Policy at any time. Any changes will be posted on this page with an updated effective date. Changes will not affect orders that have already been placed.

Contact Information

For questions about this Return & Refund Policy or to initiate a cancellation:

• Email: zaydenlambert@oregongranites.com (preferred method)
• Phone: (541) 479-5088 (during business hours)
• Written notice: 1877 Hubbard Ln, Grants Pass, OR 97527-6316

Please include your order number, contact information, and details of your request when contacting us.