Policy

Sink/Faucet/Tile/Backsplash Return Policy

Please note the following for any returns:

1. Returns for refund are valid within 7 days of your original purchase date
2. A copy of your original invoice must be provided for all refunds and/or exchanges
3. All products must be returned in the original packaging, undamaged, unused conditions including any accessories, manuals, and documentation
4. All products must be fit for resale when requesting a return*
5. All return items are subject to inspection before a credit will be issued.
6. All returned items will be subject to a 25% restocking charge.

*City Home Granite Depot reserves the right to charge higher restocking fees for special circumstances such as damaged packaging or missing accessories. A product's fitness for resale will be determined by our staff.

Granite/Quartz Countertops Process - Our Policy

1. Lead Times:

From the time we come to your house for measurement to the time of installation is around 5- 7 business days, but also depending on our installation schedule. Installation is reserved based on first come first served.

2. A job site is ready for template when:

All necessary appliances including cooktop, down draft, stove, sinks, faucets, soap dispenser, hot water dispenser, or any other pertinent items are on site. Any item that requires a cut in the stone will be taken (if necessary) at the time of template (except cooktops, only specifications will be required) and returned at the time of installation. If City Home Granite Company has to make an additional trip to the job site due to the job site being unprepared to complete some work at the site, additional fees may apply (min $ 150).

3. Natural Stone Variation:

Granite and marble are natural stones that coloration, tiny/large porous, natural crack lines may incur. Variations are inherent in all natural products. Thickness may also vary. For this reason, two pieces of pre-fabricated granite countertop will never be exactly the same.

4. Quartz Stone Variation:

Quartz is the second-most abundant material on Earth and the third-hardest material. Quartz is an manufactured through mixing and compressing natural quartz derived from granite and epoxy resins. Because quartz is natural ingredient, it has natural variations in colors, and distribution of pattern of the natural quartz, or the natural variations in background tone and random odd ocurrences in the creation of the engineered quartz. These characteristics are inherent and unique characteristics of the product. A certain level of spots or blemishes are inherent in the manufacturing process and do not affect the structural integrity of the material.

For more information on Quartz warranty, click here.

5. Template:

The home owner or (designated decision-maker over the age of 18) MUST be present during the entire template process. This person will have to answer questions in regards to seaming, corner radius, overhangs and special designs on island, etc; therefore it is recommend that this person is familiar with the project.

The template will contain information regarding location of sinks, other appliances, seams and edges. We will decide where to place seam appropriately.

6. Pricing:

We have priced your order based on measurements that you have provided. If field measurements are otherwise, we will adjust accordingly.

7.Appliances:

The Company does not set appliances (dishwashers, stoves, microwaves, etc.). The Company can not move any appliance for the customer during template or installation. The Company apologies for any inconvenience; however, the Company cannot be liable for any scratches on floors, cabinets, items stored in the cabinets, etc. when moving an appliance.

8. Cabinets and Level:

All cabinets must be in their final location, and are installed, levelled, and secured.

We can not level the countertops if the cabinets are not level, and or the floor is not level. We can only try to level the countertop as best as we can.

9.Wall Not Straight or Corner not 90 degree:

Please be aware that granite/quartz is cut to fit the cabinet, not the wall. Therefore, if the wall is not straight, there will be an uneven gap between the materials and the wall.

If the kitchen layout has a return that is not 90 degree, an even overhang may not able to achieve.

If the corner is not 90 degree, our installers may have to cut the drywall to shove the granite inside the wall. Our company is not responsible for any touch up of paint. Its customer's responsibility to repair. Any type of backsplash will able to cover that up.

10. Removal of old tops (Demolition):

Installation of natural stone surfaces does not include removal of old tops unless agreements have been made for us to do so. If we are installing your new top in an existing kitchen, there may be unfinished areas of your wall or cabinets that will be exposed and / or covered by your new top. We DO NOT finish these areas. If we do a demolition of an existing countertop, if there is a mirror ( bath area) which has to be removed , the owner has to remove that mirror.

11. Plumbing and Wiring:

These are not included in any installation. We are not plumbers or electricians. We can not disconnect your sink when removing old tops and we are NOT responsible for any leaks or damage. We will NOT reconnect sinks or cooktops. Under-mount applications will be cutout, polished and drilled to accept mounting brackets. Cutouts for drop in sinks and cooktops will be completed on the job site and dusting is to be expected.

12. Installation:

The home owner or assigned representative (designated decision-maker over the age of 18) MUST be present during the entire installation process to inspect and pay the balance.

13. Incidental Damage:

Final wall preparation (painting, wallpaper, etc) should NOT be completed prior to installation if at all possible. Care will be exercised during the countertop installation, however scrapes, scratches, punctures or digs are possible, especially in the case of wall to wall installation scenario. This includes scratches and scrapes to cabinetry. These items are considered incidental damages and are customer's responsibility to repair. In most cases, cabinets can be easily repaired with a cabinet touch-up kit.

14. Seaming:

Placement of seams is the discretion of the fabricator, seams will typically vary from 1/16" to 1/8" and will be visible to the eye or touch. Color coordinated epoxy will be used to form the seam and blend in with countertop. Even though a customer is consulted with regards to the seam location, the fabricator reserves the right to adjust if needed.

15. Installation Approval:

After the product has been installed the customer or (designated decision-maker over the age of 18) MUST be present to inspect the countertops. At installation a customer approval form will be provided, which will be asked to sign, confirming the satisfaction with the quality, fit and damage free condition of countertop.

If you are unsatisfied, please notify us immediately and will resolve the problem while we still at the job site to avoid additional costs. For granite/marble top, it is harder for us to make any adjustment if the glue is dried.

16. Clean-up:

Please be aware that during installation of the granite or marble, if any cutting or grinding must take place at the job site, some dust is expected or a film of dust may be created. The installers will have vacuum to do a general clean up after finish, but not be liable for additional cleaning (i.e. the inside of the cabinets, walls, or any other rooms where the dust may have landed)

Installation of countertop is a construction process and residual dust should be expected.

17. Warranty:

City Home Granite Depot provides a 3 months warranty of workmanship. This warranty does not cover replacements or corrections or any results of misuse, including, but not limited to, improper maintenance or normal wear and tear. The warranty does not cover any variations in colours, shades, markings or inconsistency of the granite and marble once the Customer has inspected the completion of the job and signed the Inspection Form as approval.

The warranty does not cover against scratches or staining by human errors, or pitting/fissures (natural occurrences) in the material.

Thank you for reading our company's policy. We try to provide as much information as possible to clients to ensure they understand the process and our policy.