Refund policy
Return & Refund Policy
Effective date: July 2026 | The Counter Store
Our commitment to you
At The Counter Store, we are a family-owned business with over 15 years of experience working with premium stone. We stand behind every piece we ship. While the custom nature of cut stone limits our ability to accept returns for change of mind, we will always make it right if something goes wrong on our end.
All sales are final — custom-cut stone
Because every piece of stone is cut to a specific size and cannot be resold, we do not accept returns for the following reasons:
- Change of mind or buyer's remorse
- Incorrect measurements provided by the customer
- Natural variation in stone color, veining, or pattern — this is a characteristic of natural stone, not a defect
- Damage caused during customer installation
- Orders that have been cut, modified, or installed
- Return requests made more than 48 hours after delivery
Important note on natural stone: Marble, granite, quartzite, and soapstone are natural materials. Photos on our website show representative slabs. Your piece will have its own unique veining, color variation, and character — this is what makes natural stone beautiful, not a flaw. We strongly recommend ordering a sample before committing to a full piece.
When we will replace, credit, or refund
We will offer a replacement, store credit, or full refund in the following situations:
- The stone arrives cracked, chipped, or broken due to shipping damage
- You received the wrong material, size, or finish from what you ordered
- There is a significant defect in the stone that was not disclosed in the product listing
All claims must be submitted within 48 hours of delivery with photos of the damage or defect and the original packaging intact.
How to file a damage or defect claim
If your order arrives damaged or incorrect, please follow these steps within 48 hours of delivery:
- Photograph everything — take photos of the damage to both the stone and the packaging before moving or unpacking anything
- Keep the original packaging — do not discard the crate, foam, or box. It may be required for a freight claim
- Email us at support@thecounterstore.com with your order number, photos, and a brief description of the issue
- We will respond within 1–2 business days with next steps
Important — inspect before signing: Before signing the freight carrier's delivery receipt, inspect the crate for visible damage. If you see any damage, note it on the delivery receipt and take photos before the driver leaves. Signing without noting damage limits our ability to file a freight claim on your behalf.
Refund processing times
| Resolution type | Timeframe |
|---|---|
| Store credit | Within 1 business day of claim approval |
| Refund to original payment method | 3–7 business days after approval |
| Replacement shipment | Subject to inventory availability |
We do not refund original shipping charges unless the error was on our part.
Order cancellations
You may cancel your order for a full refund within 24 hours of placing it, provided it has not yet entered processing or cutting. After 24 hours, or once your stone has been cut, we cannot cancel your order.
To request a cancellation, email support@thecounterstore.com immediately with your order number in the subject line.
Contact us
We are a real family business and a real person will respond to every message.
- Email: support@thecounterstore.com
- Hours: Monday – Friday, 9am – 5pm CST
- Location: Dallas, Texas