Cancellation & Return Policy

HOW DO I RETURN AN ITEM?

If you are not satisfied with your purchase and wish to return an item, please contact us within 14 days from the date of receipt.

Customers have a legal right to return any item within 14 days of reception without justification, in compliance with EU regulations.

To initiate a return, please provide your order number and the reason for your return. Our Customer Service team will review the request and provide further instructions if the return is approved.

Only items purchased directly from Salaterra will be accepted. For products purchased from authorized retailers, please contact them directly for returns.

Returned items must be in their original packaging, including any tools, manuals, and documentation.

Return Costs

For returns due to a change of mind or other non-defective reasons, the customer must cover the shipping cost to our international warehouse (address provided by Customer Service) under DDP (Delivered Duty Paid) terms and provide tracking information to our Customer Service representative.
For defective or incorrect products, Salaterra will cover the cost of repair or replacement of the item.

Conditions for Return

Returned items must be unused and in the same condition as received.
Items must be returned in their original packaging.
Products that have been damaged due to customer mishandling are not eligible for return.
Personalized or made-to-order items cannot be refunded or exchanged.

Non-returnable items include:

Items purchased through third-party retailers.
Incorrect products ordered by the customer.
Items that have been damaged due to improper use or handling by the customer.
Customized or made-to-order items, including those with specific fabric, material, color, or size choices requested by the customer.

Returns without a receipt may be refused. Salaterra reserves the right to deny any return if the product does not meet the specified conditions.

ORDER CANCELLATIONS

The cancellation of an order must be made within 2 hours after the order is placed.

If the order has already entered production, the following conditions apply:

If the order has not yet entered production, Salaterra may exceptionally accept the cancellation. However, the customer must cover the payment processing fees charged by the payment gateway.
If the order has already entered production, a penalty of 40% of the total amount will apply.
If the order has already been manufactured, no cancellation or refund is possible.
Customized orders cannot be canceled under any circumstances.

Orders in Transit Cannot Be Canceled

Once an order has been shipped and is in transit, cancellation is no longer possible. The customer is obligated to accept delivery before initiating a return request.

Refusing delivery does not entitle the customer to an automatic refund.

If the transport company returns an order due to an incorrect or incomplete shipping address provided by the customer, Salaterra will not issue a refund. The customer must provide a correct address and cover any additional shipping costs.

If the customer refuses to accept the order due to issues related to shipping, delivery location, or packaging, Salaterra will not issue a refund. The order has been fulfilled correctly, and the consumer forfeits any right to request a return. To request a refund, the product must first be received and returned following the established return policy.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

If you received a faulty, incorrect, or damaged product, please contact our Customer Support within 14 days of receiving your order.

Include the following information in your request:

Order number
Video or photo of the defective product (if applicable)

Repair, Replacement, or Refund Policy

At Salaterra, we prioritize repair over replacement, as part of our commitment to sustainability. Our resolution process follows this priority:

If the product can be repaired, we will first arrange for professional repair services at no cost to the customer.
If the product cannot be repaired, we will replace it with a new unit.
If replacement is not possible due to stock availability or technical issues, we will issue a full refund.

Marble Products Disclaimer

Due to the natural and handcrafted nature of marble, slight variations in shape, color, and veining are expected. These differences do not constitute a defect and cannot be considered grounds for return.

If your product arrives with visible damage to the packaging, we recommend rejecting the package and informing us immediately. If you accept the package and later find damages, contact our support team within 14 days for assistance.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return.

For non-defective items, refunds exclude shipping and handling fees.
For defective or incorrect items, the full refund, including shipping costs, will be processed.

All return shipments to our warehouse must be arranged by the consumer unless otherwise stated.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment.

If you paid by credit or debit card, refunds will be processed to the same account within 14 business days after we receive the returned item or confirm cancellation.

If you have not received your refund yet:

Contact your bank or credit card company, as processing times may vary.
If the issue persists, contact our Customer Support Team for further assistance.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order.

Cancellation conditions:

The cancellation of an order must be made within 2 hours after the order is placed. However, the customer must cover the payment processing fees charged by the payment gateway.
If cancellation is requested after 2 hours, the customer will bear a penalty of 40% of the total amount if the order has not yet been shipped.
If the order has been shipped or is a customized order, it cannot be canceled.

Orders in Transit Cannot Be Canceled

Once an order has been shipped and is in transit, cancellation is no longer possible. The customer is obligated to accept delivery before initiating a return request.

Refusing delivery does not entitle the customer to an automatic refund.

If the transport company returns an order due to an incorrect or incomplete shipping address provided by the customer, Salaterra will not issue a refund. The customer must provide a correct address and cover any additional shipping costs.

If the customer refuses to accept the order due to shipping, delivery location, or packaging issues, Salaterra will not issue a refund. The order has been fulfilled correctly, and the consumer forfeits any right to request a return. To request a refund, the product must first be received and returned following the established return policy.