Política de reembolso

At Flordeal.com (a trading division of International Marble), we strive to ensure complete satisfaction with every natural stone order. If your material is not quite right, our global return framework details your rights, guidelines, and steps below.

30-Day Standard Return Policy

We offer a 30-day return window from the date of delivery. To be eligible for a change-of-mind return, your stone products must meet our quality criteria:

Product Condition

Original Packaging Only

Tiles, mosaics, and trims must be unused, uninstalled, free from adhesive or sealer, and in full unopened boxes or intact pallets with proof of purchase.

Pre-Installation Rule

Installed Stone Exception

Once natural stone is installed, cut, or sealed, it is deemed accepted by the buyer. Installed material cannot be returned or refunded under any circumstances.

Natural Material

Shade & Batch Variations

Natural stone displays inherent variations in tone, veining, and texture. Minor batch differences from digital swatches do not constitute a product defect.

Return Process & Depot Instructions

To ensure safe return transit and warehouse processing, follow these mandatory steps:

  1. Request Return Authorization: Email flor@flordeal.com or cs@flordeal.com with your order number to obtain a Return Merchandise Authorization (RMA) ticket.
  2. Receive Dispatch Instructions: Once approved, our team will issue specific shipping labels and heavy freight collection booking details.
  3. Unauthorized Returns: Items sent back to our depot without an active RMA ticket will be refused at the unloading bay.
Official Return Depot Address:
FLOR DEAL (Logistics Depot)
67 Newcastle Street, Kilkeel, Co. Down, BT34 4AQ, United Kingdom
Support Email: flor@flordeal.com | Phone: +44 (0)28 4176 2221
Return Logistics & Restocking Fees: Unless the return is due to damaged or wrong material, the customer covers all return transport costs. Heavy pallet returns must be securely strapped to wooden pallets to prevent transit breakage. Standard change-of-mind returns are subject to a 25% warehouse handling and restocking fee.

Transit Damages, Issues & 48-Hour Claim Window

Inspect your shipment thoroughly upon delivery. If your order arrives with broken tiles, damaged boxes, or incorrect items:

  • Write "Damaged on Arrival" on the driver's bill of lading / electronic pad.
  • Take clear photographs of damaged items inside their original pallet positioning.
  • Email claims to cs@flordeal.com within 48 hours of delivery so our team can issue rapid replacements or credits.

Non-Returnable & Special Exception Items

The following categories are strictly non-returnable:

  • Bespoke Products: Custom stone cuts, special orders, slab fabrications, or personalized trims.
  • Partial / Loose Stock: Opened tile boxes or loose, unboxed mosaic sheets.
  • Clearance Items: End-of-line stock, clearance sales, and gift cards.
  • Chemicals & Sealers: Opened stone cleaners, substrate primers, and penetrating sealers.

Exchanges & EU/UK Statutory Rights

Product Exchange

Fast Exchange Route

The fastest way to exchange items is to return the original order using our RMA process, and place a separate new purchase online once approved.

UK / EU Rights

14-Day Statutory Cooling-Off

UK and EU consumers have the legal right to cancel or return orders within 14 days of delivery for any reason under distance selling regulations, provided items remain intact and unused in original packaging.

Refund Approval & Banking Processing Times

Once your returned material is received and inspected at our Kilkeel depot, we will notify you via email regarding refund approval status.

  • Approved Refunds: Funds will be automatically credited to your original payment method (Credit Card, PayPal, Stripe, Klarna) minus applicable restocking fees within 10 business days.
  • Banking Delays: Card issuers and financial institutions may require an additional 3–5 business days to post transaction credits to your account.
  • Late Refunds: If you have not received your approved refund after 15 business days, please contact us immediately at flor@flordeal.com.

Last Updated: September 14, 2026