Natural stone slabs such as marble, granite, quartzite, and soapstone slabs are products of nature and natural fractures in the stone are common. These naturally occurring fractures in stone are not considered defects. Every provider on CountertopSmart will make all efforts to strengthen any natural fractures with liquid epoxy, or if possible, avoid them altogether in the fabrication of your countertops.
As a product of nature, all natural stone slabs are subject to variation in color, flow, grain, tonality, spotting, veining, shade, and texture. The natural stone slabs used in the production of your countertops are sold subject to this inherent variation and as such, your installed natural stone countertops are sold subject to this variation.
Samples provided by or obtained through CountertopSmart, CountertopSmart's Providers, or Suppliers referred to you by CountertopSmart represent small sections of the overall material. Color match and pattern variation may vary from sample to slab and from sample to installed countertop. This variation should be expected. Neither CountertopSmart nor its Providers will replace your countertops due to variation in samples.
Natural stone slab viewing is available at all of CountertopSmart's supplier locations. Customers who do not specify the individual natural stone slabs to be used in creating their countertops, consent to the selections made by the customer's chosen provider. In the instance of provider-selected slabs, the provider is under no obligation to source the materials from the same color lot, job lot, or even from the same location from which you may have viewed natural stone slabs. In the instance that multiple slabs need to be used to create the customer's countertops, the provider will source the slabs from the same job lot or color lot to ensure color and pattern consistency across the customer's installed countertops.
Engineered stone slab viewing (i.e., man-made stone such as Quartz, Sintered Stone, Solid Surface, Porcelain, etc.) is available at all of CountertopSmart's supplier locations. Engineered stone slabs are created in controlled environments using set formulations and inputs and therefore contain consistent ratios of color and pattern across all slabs of a specific style. Though engineered stone slabs across a particular style are not exact replicas of each other and do contain variations in aesthetic, these variations do not materially differ to a degree of color and pattern that warrants a customer needing to select a specific slab. All engineered stone slabs are treated as provider-selected slabs.
Customer selected slabs:
A customer can specify the individual natural stone slab(s) used in the creation of their countertops for an additional fee that will be factored into the customer's automatically generated quotes through CountertopSmart, subject to the following limitations:
Natural stones of a specific style are frequently sold in multiple tiers or “grades” depending on factors such as aesthetic and scarcity. CountertopSmart's pricing reflects the standard, most widely available grade of stone.
Unless specifically stated otherwise in the title or description of the listing, all materials listed on CountertopSmart are for “standard grade” material (e.g. a listing on CountertopSmart for a non-standard grade of stone will contain terminology specific to said grade such as “Premium Grade” or “Platinum Grade”, etc.).
Customers who select a non-standard grade of stone will be subject to additional charges beyond the automatically generated quote, regardless of whether or not the customer is able to complete their transaction through the website. In other words, CountertopSmart will not honor the transaction of a non-standard grade slab unless that non-standard grade is explicitly stated on the stone's listing.
In the instance that a customer specifies a non-standard grade material but completes a transaction for a standard grade material, CountertopSmart will notify the customer of the difference in price and invoice the balance, or else refund the order in full.
All of the providers on CountertopSmart adhere to best practice guidelines as defined by the National Stone Institute when it comes to creating your countertops.
So long as these guidelines are met, CountertopSmart's Providers maintain sole discretion in how your countertops are constructed. This includes discretion pertaining to the orientation of any and all patterns/veins/colors on your countertops, as well as the quantity and placement of seams to minimize the number of slabs used in the creation of your countertops.
Likewise, CountertopSmart's quoting algorithm optimizes for low pricing by limiting material inputs to the minimum quantity of slabs necessary to create your countertops while still adhering to the aforementioned best practices of the Natural Stone institute.
Should a customer specify a quantity of slabs greater than what is necessary to create their associated countertops, CountertopSmart and its Providers maintain the right to acquire only the minimum quantity required to complete the job from among the customer's selected slabs.
Neither CountertopSmart nor its Providers will be obligated to notify a customer when this happens. Unless the customer explicitly arranges with the supplier at the time of their selection, an order of priority that governs which slab(s) are used in the instance described above, it will be the sole decision of CountertopSmart or its Providers to choose from among the customer's selections.
When the customer visits a supplier location to view slabs in person, the supplier will give the customer an option to select specific slabs for use in their project. Once a customer has made selections, the slabs will be placed on a temporary hold, the duration of which is determined by the respective supplier, not CountertopSmart. It is the customer's responsibility to communicate directly with the supplier if an extension on the hold period is required.
Even if a customer has an active hold on slabs selected from a specific supplier, It is possible that, through human error, a customer's selected slabs are no longer available when it comes time for the customer's selected CountertopSmart Provider to acquire the chosen material. If a customer's selected material is no longer available, either CountertopSmart or the customer's selected Provider will reach out to the customer to either reselect slabs or receive a refund in full.
Due to the consistency in the production process of engineered i.e. man-made surfacing products, customers are not permitted to specify the individual slabs used in the production of their countertops. This is standard practice in the countertop industry. All slab selections of an engineered surfacing product, including but not limited to quartz, sintered stone, porcelain, or solid surface, will be treated as “provider-selected slabs”.
CountertopSmart is not responsible for the veracity of the stone attributes listed on CountertopSmart. These attributes include but are not limited to, the stone type (e.g. granite, quartzite, marble, etc.), the stone's name, its origin, and its performance characteristics.
CountertopSmart's stone listings rely on information provided by its various suppliers. Furthermore, CountertopSmart retains the right to use third-party testing data to provide customers with broad insights into the general performance characteristics of a particular stone. Neither CountertopSmart nor any manufacturer, distributor, or retailer of stone conducts testing on an individual slab basis. Natural stone is a product of the earth, and as such customers should expect variance from any listed performance data.
Please be aware that stone is generally classified into broad categories when it is extracted from the earth. These broad categories are based on the geological process of the stone's formation and its general mineral composition.
Common stone types include “granite”, “marble”, soapstone”, “limestone”, “quartzite”, etc. These are not scientific classifications but rather a loose framework used in the stone industry to indicate the stone's general composition, formation, and performance characteristics.
In the countertop industry, It is not uncommon for the same stone to be sold and referred to as belonging to multiple “types”. For instance, Brazilian Arabescato is commonly sold as both a marble and a quartzite because it contains the formation and mineral characteristics of both marble and quartzite. Whereas a geologist may classify it as a “dolomitic marble”, this can prove difficult for commercial purposes.
For the benefit of our customers, CountertopSmart retains the right to organize, group, or consolidate stone listings under the stone type most commonly associated with the respective stone.
Stone names are typically assigned for marketing purposes and can be changed at any level of the supply chain to fit the marketing needs of the seller. It is confusing to customers, and it often results in a specific style of stone being marketed and sold under multiple names.
To stick with the example above, the stone most commonly referred to as “Brazilian Arabescato” is also sold under the names “Grey Goose”, “Super White”, “White Fantasy”, “Donna Maria”, etc.
For the benefit of our customers, CountertopSmart retains the right to organize, group, or consolidate stone listings under the stone name most commonly associated with the respective stone.
CountertopSmart's pricing is designed to provide CountertopSmart customers with the lowest possible prices. To do this, CountertopSmart uses smart algorithms to deliver an “installed countertop” price.
We understand that it is easy to conflate hand-selecting a slab of stone with purchasing it. However, this is not the case. Rather, the customer is simply specifying the material to be used in the creation of their countertops. It is the installed countertops that are being sold by CountertopSmart's Providers and purchased by the customer.
It is the very ownership of, and the associated right to use, this leftover material in future sales that allows CountertopSmart and its Providers to offer highly competitive rates for installed countertops.
Please also note, should remaining material be leftover from a slab that a customer has hand-selected for use in their installed countertops, a customer who wishes to purchase an additional installed countertop area using said material may do so, so long as the material is able to yield the required countertop.
Upon final payment, CountertopSmart and its Providers will secure and warehouse the materials to be used in the customer's countertop installation subject to the following provisions:
CountertopSmart's Providers will secure and hold a customer's material for three months from the date of the “secured material” transaction.
For CountertopSmart customers who have surpassed the 3-month warehousing period, monthly fees will accrue in the amount of $150.00 per month calculated on a pro rata basis by dividing 150 by 365. All accrued warehousing fees must be paid directly to the CountertopSmart Provider in advance of the countertop installation.
For material that is “secured in advance” of a finalized transaction, the 3-month warehousing limit begins upon completion of the transaction that secures the material.
CountertopSmart and its Providers take all precautions to safely secure the materials to be used in the customer's countertop installation. Though unlikely, warehoused materials can incur damage either through handling errors, equipment malfunction, unexpected break points in the stone, etc. If damage occurs, CountertopSmart will immediately contact the customer and offer the following remedies:
If a price for removal and disposal of existing countertops is specified in the customer's scope of work, CountertopSmart retains the right to increase the price if the actual work of removing the existing countertops is beyond the scope of what is visibly present at the time of onsite measurement. The customer will be notified in advance of such charges.
Examples include a sublayer of countertop or plywood that would otherwise not be viewable before beginning the demo process.
The removal and disposal of your existing sinks are included in the cost of countertop removal and disposal. If your intent is to reuse or keep an existing sink, it is the customer's responsibility to remove the sinkbefore the removal of the existing countertop begins. Due to the low likelihood of removing an existing sink without damage, CountertopSmart's providers will not perform this task. All sinks that are attached to existing countertops at the time of demo and disposal will be disposed of along with the countertops.
When removing your existing countertops, CountertopSmart's Providers will be as careful as possible to avoid damage. However, minor damage is commonplace, and CountertopSmart nor its Providers can be responsible for any damage that occurs in the removal process. This includes but is not limited to scratches, chips, or dings to your existing cabinetry, paint, drywall, wallpaper, doors, appliances, etc. Please take precautions to protect these areas prior to the demo and disposal of your existing countertops, and please plan on doing minor touch up work post countertop installation. Neither CountertopSmart nor its Providers are responsible for repairing or compensating you for any damages commonly associated with the removal of countertops.
CountertopSmart and its Providers meet all Federal and State insurance requirements. If for any reason the customer's home sustains damage beyond the minor damage associated with the removal and or installation of countertops as listed above, CountertopSmart will work with the customer on a case-by-case basis to make the customer whole for non-minor damage caused by CountertopSmart or its Providers.
In a construction project, it is the General Contractor's responsibility to protect the job site. Without a General Contractor, it is the homeowner's responsibility to protect the job site before countertop removal and installation. This may include but is not limited to laying down cardboard (or Ram Board) over hardwood floors where workers may ingress/egress, over the face of cabinets and appliances near the work area, or anywhere else the customer wishes to mitigate possible damage. Job site preparation also extends to taping plastic over return air ducts, furniture, or anywhere else the customer wishes to prevent dust collection. While it is rare for damage to occur beyond the minor damages listed in Section 3 above, it can happen. Concerned customers should make all necessary preparations in advance of work being performed.
Mirrors that touch, rest against, or sit on top of existing countertops (or areas associated with countertops such as backsplashes and side splashes) that are scheduled for removal, must be removed by the customer prior to demo and disposal of the existing countertops. In most cases, these mirrors will break or shatter when removal is attempted. Please take caution when removing your mirrors as you can sustain serious injury if not properly equipped. It is recommended that you contact a glass company that specializes in this service rather than attempting this yourself.
Dust and debris will likely be created during the removal of your existing countertops. Please cover furniture and return air ducts within 20' of the countertop work area. After your installation has been completed, your installer will clean your surfaces, but dust that remains in the air may settle onto the countertops and surrounding areas over the course of a few hours following completion.
If you intend to keep your existing backsplash tile and only replace your countertop, there is a strong likelihood that the bottom row of tile which touches the countertop surface will be damaged during the removal of the countertop.
CountertopSmart's Providers will do their absolute best to avoid this eventuality, but the most plausible outcome is damage. Customers with excess tile leftover from the original installation, or customers who know where to purchase more of their existing tile, may be more inclined to wait until after the removal of the countertop before making a decision. For customers without this luxury, CountertopSmart strongly suggests factoring new backsplash tile into the total budget prior to commencing with a countertop replacement.
Neither CountertopSmart nor its Providers are responsible for damage to your tile backsplash during the removal of your existing countertops or the installation of your new countertops.
CountertopSmart and its providers do not take responsibility for disconnecting existing plumbing. The customer must either make arrangements to have the plumbing disconnected before countertop installation or else must themselves disconnect any plumbing fixtures prior to countertop installation.
While disconnecting the plumbing to your sinks and faucets may not be difficult work to perform, it does come with increased liability. In older homes, pipes, valves, gaskets, drain stub-outs, and so on may be at a point of deterioration where any attempt to handle them results in damage. Plumbing leaks, even if minor in appearance, can over time create an inordinate amount of damage to one's home. As such, it is the customer's responsibility to ensure that water is turned off and all plumbing is disconnected from the existing sinks and/or faucets.
For the same reasons specified above, CountertopSmart nor its providers can take responsibility for connecting plumbing after the installation of your countertops is completed. In many municipalities, only licensed/certified plumbers are allowed to handle plumbing connections. If you, the customer, choose to forego contracting with a licensed plumber, and instead handle these tasks yourself, please understand that you retain sole liability for any damage sustained by leaking or ruptured pipes. Please proceed with caution and educate yourself appropriately before attempting to disconnect or reconnect your plumbing.
CountertopSmart's providers will adhere any and all undermount sinks to the countertop using a combination of adhesive and/or sink clips. CountertopSmart nor its providers are responsible for connecting your plumbing or food disposal systems to your sink.
CountertopSmart's providers will adhere any and all Under-mounted Farmhouse or Apron-front sinks to the countertops. CountertopSmart nor its providers are responsible for connecting your plumbing or food disposal systems to your sink.
CountertopSmart's providers are not responsible for providing under-cabinet supports that may be necessary to support the increased weight of a Farmhouse or Apron-front sink. It is the customer's responsibility to plan and contract with the appropriate installer to have additional supports in place before the time of countertop installation.
CountertopSmart's providers will not cut into or alter the face of your cabinetry to make room for a Farmhouse or Apron-front sink. Countertop providers, by their trade, fabricate and handle stone. They do not have the necessary equipment or expertise to retrofit or alter wood cabinetry.
Drop-in and Vessel sinks are not attached at the time of countertop installation but rather at the time of plumbing connection. CountertopSmart's Providers will create the necessary opening for the sinks e.g. a drop-in sink cut or hole for the vessel sink.
CountertopSmart's Providers will cut the necessary holes for any and all additional fixtures, including faucets, disposal buttons, soap dispensers, etc, at the time of countertop installation. The provider will not, however be responsible for connecting the various fixtures. These are tasks performed at the time of plumbing connection.
Before countertop fabrication can commence, the customer must make delivery of their physical sink(s) to their selected provider. The paper templates that commonly accompany a new sink are unreliable. As such, your CountertopSmart Provider will need the actual physical sink in their possession to provide precision fabrication. Your Provider will return your sinks at the time of countertop installation.
To allow adequate time for the customer's selected CountertopSmart Provider to make the necessary sink cuts, all of the customer's sinks must be delivered to their selected CountertopSmart Provider at least seven days before the scheduled countertop installation. Failure to deliver sinks in the necessary time frame may result in installation delays.
If a customer is unable to make delivery of their physical sink(s) to their selected provider, CountertopSmart will provide pickup and delivery.The customer should contact CountertopSmart directly to make these arrangements.
To prevent confusion or misplacement, the customer should indicate on the sink box itself or with a note firmly attached to the sink the customer's name and project address. Each sink that the customer delivers should include this information.
Your range, cooktop, or stovetop must be present at the time of your countertop installation. Your countertop installer may need to make minor onsite adjustments to ensure a proper fit of your countertops as they relate to the appliance. Please make sure, however, that these appliances are disconnected. CountertopSmart's Providers will not disconnect or reconnect your appliances.
CountertopSmart's Providers are not responsible for mounting dishwashers or dishwasher brackets. Dishwasher brackets cannot be screwed into natural stone, engineered stone, or any type of acrylic countertop. It is recommended that you mount dishwashers using side mount brackets that attach to your cabinet and that you contract with your cabinet installer or another qualified professional to carry out this task.
It is unlikely that your existing walls are perfectly square, especially if your home or project space is an older build. Conversely, your countertops will be perfectly square when installed. When a perfectly square countertop meets an out-of-square wall, a gap between the stone countertop and the wall is created. This is very common. Usually, a backsplash can be combined with a bead of caulk to cover the gap. CountertopSmart's Providers will not alter your countertops to fit flush against an imperfect wall (there are a variety of easy fixes that don't involve altering your countertops).
What's more, if your cabinets are out-of-square, your countertop overhang will be uneven. This too is not uncommon, especially with older cabinetry. When your cabinets are out-of-square, the typical overhang from the face of the cabinet varies by up to 14” . This is a function of the cabinets, not the countertop. CountertopSmart's Providers do not cut countertops to contour to the uneven fronts of out-of-square cabinetry.
If your out-of-square cabinets are older, there's probably nothing to be done as it's possible that your cabinet boxes or wall frame have expanded or contracted due to moisture, or have shifted due to a shifting foundation. CountertopSmart recommends doing nothing as slightly varying distances between your cabinet face and the countertop overhang are virtually unnoticeable (have you ever noticed this before?). If you have new cabinets that were just professionally installed, you may ask your installer to take another look but again, it's possible the problem lies elsewhere such as an out-of-square wall frame.
It is not unusual for your existing cabinetry to be out-of-level. If your cabinets are out-of-level, your countertop will still be installed as close to level as possible. This may involve the countertop installer adding shims to prop up the front or back of the countertop, in which case a gap where the underside of the countertop meets the cabinets will be created. Many people are fine to leave the gap exposed (it's typically unnoticeable to anyone not looking underneath the countertop) though others prefer adding small strips of wood trim to the cabinetry to cover the gaps created by the shims. While not difficult, adding cabinet trim is best left to a cabinet installer. Neither CountertopSmart nor its providers will be responsible for adding trim to cover up the gap between cabinet and countertop due to out-of-level cabinetry.
When installing your countertops, CountertopSmart's Providers will be as careful as possible to avoid damage. However, minor damage is commonplace and CountertopSmart nor its Providers can be responsible for any damage that occurs during the installation process. This includes but is not limited to scratches, chips, or dings to your existing cabinetry, paint, drywall, wallpaper, doors, appliances, etc. Please take precautions to protect these areas prior to the installation of your countertops and please plan on doing minor touch up work post countertop installation. Neither CountertopSmart nor its Providers are responsible for repairing or compensating you for any damages commonly associated with the installation of countertops.
In a construction project, it is the General Contractor's responsibility to protect the job site. Without a General Contractor, it is the homeowner's responsibility to protect the job site in advance of countertop removal and installation. This may include but is not limited to laying down cardboard (or Ram Board) over hardwood floors where workers may ingress/egress, over the face of cabinets and appliances near the work area, or anywhere else the customer wishes to mitigate possible damage. Job site preparation also extends to taping plastic over return air ducts, furniture, or anywhere else the customer wishes to prevent dust collection. While it is rare for damage to occur beyond the minor damages listed above, it can happen. Concerned customers should make all necessary preparations in advance of work being performed.
CountertopSmart's providers will only caulk the areas where stone meets stone. They will not caulk areas where stone meets a wall. This is a task typically performed by the homeowner, a tile installer, or a painter.
Countertop installation often requires onsite adjustments, which create dust and debris. This is to be expected on any construction-related project. The installer will clean your countertops as the last step of the installation but you can expect dust to settle for up to several hours after they leave.
As part of the final clean after your counters have been installed, CountertopSmart's Providers may use acetone to remove any adhesive that may remain on the counter's surface. Acetone is generally considered safe by the US Food and Drug Administration, and is classified a VOC-exempt substance as it does not contribute to ozone depletion. It does, however, have a harsh odor and, though the smell flashes away very quickly, any customers with lung, nose, throat or eye sensitivity should either ask the installers beforehand to avoid using acetone or should remove themselves from its immediate area during use.
At your request, CountertopSmart's Providers will gladly put protective booties over their footwear before entering your home. They will not remove their shoes for safety reasons. If you are concerned about installers walking or rolling equipment on your newly installed floors, you are invited to lay down Ram Board or any other type of temporary floor protection. CountertopSmart's Providers will not provide or install protective flooring materials before installation.
CountertopSmart, under the guidelines set forth by the Natural Stone Institute, strongly advises the installation of additional supports. You will be advised of this at the time of your onsite measurement, and basic steel plate supports will be included as a line item in your final quote. CountertopSmart will add standard supports to your quote if your overhangs exceed the following unsupported distances:
Due to the custom nature of countertops, your requested countertop design may require supports beyond the standard ¼” thick steel plates that CountertopSmart's providers are comfortable installing. If this is the case, you will be notified before your installation.
It will be the customer's responsibility to have the necessary supports in place at the time of installation. Examples of possible additional supports that will not be offered by CountertopSmart's Providers include plywood sub-layers, decorative corbels, and steel piping.
CountertopSmart's Providers are excellent at the job of fabricating and installing stone countertops. They are not structural engineers and are not qualified to design or provide guidance on supporting countertop overhangs that fall outside of what is widely regarded as a routine installation in the countertop industry.
In the instance that you transact through CountertopSmart, and it is later determined that additional non-routine overhang supports are required, CountertopSmart will offer you a full refund, or else attempt to help you find an appropriate party to consult and install your supports, the cost of which resides solely with the customer.
Seams exist on countertop installations that consist of multiple runs and areas that exceed the yield of a single slab. In other words, if your countertop is larger than a typical bathroom vanity countertop, it is likely that your countertop will contain one or more seams. Seams will be visible to the naked eye and you will be able to feel them. Seams can vary from 18” to 316” in width.
All of CountertopSmart's Providers adhere to best practices as outlined by the Natural Stone Institute when it comes to seam placement. Every effort will be made to ensure the seam is placed in the best locations for aesthetic and structural integrity. It is impossible to perfectly match color and veining when seaming stone together. Color coordinated epoxy will be used to fill the seam to blend with the countertop. CountertopSmart's providers retain the sole right to determine seam placement on countertops purchased through CountertopSmart.
Due to complications, and the added time required to access highrise installations, additional fees may be charged installations in highrise buildings. These fees will be line-itemed in your final quote.
Be prepared to provide instructions for your selected CountertopSmart Provider regarding designated contractor parking, building access, service elevator access, and interior dimensions of service elevators.
Countertops are extremely heavy, fragile, and rigid. Difficult-to-access areas where ingress proves dangerous to the installer, the material, or surrounding areas may necessitate altering the countertops. CountertopSmart and its Providers reserve the right to create additional countertop seams in order to access these areas safely. If for any reason access to the customer's project site on the day of scheduled installation proves dangerous to CountertopSmart's Provider or to the countertops themselves, the Provider has the right to delay installation until conditions improve.
CountertopSmart's refund policy covers all transactions through CountertopSmart. Please read and understand this policy before moving forward with your purchase on CountertopSmart:
Refund Policy Governing All Transactions (except “Limited Availability” material):
All purchases through CountertopSmart can be refunded in full within 48 hours from the time of purchase. This is a ‘no questions asked policy' subject to the following conditions:
All returns outside of the 48-Hour Refund Window are subject to a 15% restocking fee. Exceptions to the 15% Restocking Fee can be found below in our “Exceptions to Refund Policy” section.
CountertopSmart believes that our customers deserve a fully transparent purchasing process which includes an explanation of our restocking fee:
We understand that sometimes events outside our control may necessitate a refund. It is not CountertopSmart's intent or desire to penalize our customers with unnecessary restocking fees. Rather, the restocking fee that we charge is designed to cover a series of hard costs that we incur once a customer finalizes a transaction.
Hard costs include the cost of transporting materials from the Supplier to your selected Provider (stone slabs require special handling and transport), the costs for transporting that material back to its origin post-refund, built-in costs to cover transport liability such as breakage (stone is fragile), and the restocking fees charged to CountertopSmart by its various suppliers.
We assure you that restocking fees charged for refunds outside of the 48-Hour refund window are not sources of revenue for CountertopSmart. Rather, they are a recuperation of expenses we incur each time a refund is issued.
Any material options labeled “Limited Availability” represent unique, one-off products and can only be refunded under the following circumstances:
Full refunds on Limited Availability materials are available within a 48-Hour window from the time of purchase. This is a “no questions asked” policy subject to the following provisions:
With Material Only purchases, the customer or representative of the customer may arrange for delivery of the material to a preferred destination or else acquire the material directly from CountertopSmart's Provider. In either instance, once the material leaves the Provider's physical address, a refund cannot be offered.
Note: This does not apply to customers who purchase material as part of an installed countertop project through CountertopSmart. It only applies to “Material Only” purchases.
Genuine Customer Error is generally defined by CountertopSmart to mean a mistake made by the customer in the process of submitting measurements that contributes to the Limited Availability Material not yielding the necessary countertop dimensions to complete the installation. In the event of a Genuine Customer Error, the customer is eligible for a full refund less a 15% Restocking Fee subject to the following provisions being met:
CountertopSmart defines a suitable replacement as any material that is:
Closely representative of the customer's original selection as determined by CountertopSmart and is equal to or less than the cost of the customer's original selection.
The same as the customer's original selection and within 20% of the original cost.
CountertopSmart will communicate directly with the customer regarding the search for a suitable replacement. The customer is solely responsible for the balance of the Suitable Replacement.
In cases of Genuine and Significant Customer Error, CountertopSmart will offer a full refund on Limited Availability Material less a 15% restocking fee. The customer will not be subject to locating a suitable replacement material to qualify for the refund.
CountertopSmart typically considers a customer to have made a “Genuine and Significant Error” if the customer's estimated total area and the officially measured square footage differ by more than 30%.
For example, a customer who submits drawings and receives a rough quote based on 40 square feet of countertop area will be deemed to have made a Significant Error if the official onsite measurements return a countertop area greater than 52 square feet.
A customer does not meet the criteria for Genuine and Significant Customer Error if:
The difference in square footage between the customer's estimated total and their officially measured countertop area is the result of scope being added to a project after the customer's estimate was generated.
The customer is deemed by CountertopSmart to have not made a “genuine” mistake. A customer who intentionally underestimates their total project area in an attempt to retain their right to refund at a later date will not be entitled to a refund of their Limited Availability Material. CountertopSmart maintains sole discretion when determining “genuine” errors.
Exceptions to Refund Policy:
For all transactions through CountertopSmart, the above Refund Policy cannot be honored if the following stipulations apply:
Fabrication of the Countertop has Commenced:If the customer's selected CountertopSmart Provider has commenced fabrication of the customer's countertop; that is, the material used to create the countertop has been altered in any way as part of an effort to fulfill the Provider's obligation to the customer, neither CountertopSmart nor its Provider can honor a refund.
While it is atypical for a customer's selected Provider to begin the countertop fabrication process within 48 hours of the customer's purchase, CountertopSmart's Providers pride themselves on delivering speedy installation, so it does happen. To avoid this possibility, please notify CountertopSmart as soon as possible of your intent to initiate a refund.
All countertops have a one-year material and labor warranty. The warranty begins on the day that the countertops are installed. This warranty excludes any intentional or accidental scratches, chips, cracks, etc., or any other signs of improper care by the buyer and/or any non-CountertopSmart-related vendor. Warranty claims will be assessed by CountertopSmart, or at CountertopSmart's sole discretion, by the supplier or manufacturer of the countertop material, or by a CountertopSmart selected third-party assessor.