Refund policy
General Return Eligibility
Returns may be accepted on select products within 30 days of purchase or delivery, subject to inspection and approval by QUARRA.
To be eligible for return, materials must:
- Be in new, unused, resalable condition
- Remain on original pallets or in original packaging when applicable
- Be free from damage, weather exposure, staining, or contamination
- Include original order information or proof of purchase
QUARRA reserves the right to deny returns that do not meet these conditions.
Non-Returnable Items
The following items are considered final sale and are not eligible for return or refund:
- Special-order or non-stock materials
- Natural stone products with noticeable weathering, installation, or handling
- Bulk materials once delivered or loaded
- Opened adhesives, sealers, cleaners, or chemical products
- Installed materials of any kind
- Custom fabricated or cut materials
- Clearance, discounted, or closeout items
- Live plant material
- Materials held longer than 30 days after delivery or pickup
Restocking Fees
Approved returns may be subject to a restocking fee of up to 25%, depending on product type, manufacturer policies, handling requirements, and material condition.
Special-order products may carry higher manufacturer-imposed restocking fees or may be non-returnable entirely.
Any original delivery charges are non-refundable.
Return Process
All returns must be approved by QUARRA prior to receiving a refund for returned materials.
To initiate a return, customers must provide:
- Order number or invoice
- Product quantities being returned
- Reason for return
- Photos of material condition if requested
Returns may be:
- Dropped off at an approved QUARRA location, or
- Picked up by QUARRA for an additional pickup fee
Customers are responsible for safely staging materials for pickup access.
Damaged or Incorrect Materials
Customers are responsible for inspecting all materials at time of delivery or pickup.
Claims regarding shortages, damages, or incorrect materials must be reported within 24 hours of delivery or pickup.
QUARRA may request photos or additional documentation before issuing replacement materials or credits.
Installed materials are considered accepted by the customer and are no longer eligible for replacement, return, or refund.
Pallet Deposits
Pallet deposits, if applicable, may be refunded upon return of acceptable pallets in reusable condition.
Damaged, broken, excessively weathered, or non-returned pallets may not qualify for refund.
Delivery & Pickup Responsibilities
Once materials are delivered to the requested location or loaded onto customer vehicles, responsibility for material handling, protection, and site conditions transfers to the customer.
QUARRA is not responsible for:
- Damage caused by improper handling, storage, or installation
- Site access limitations or delays
- Weather-related impacts after delivery
- Ground or driveway damage resulting from normal delivery operations
Refund Timing
Approved refunds are typically processed within 5–10 business days after material inspection and approval.
Refunds will generally be issued to the original payment method or as account credit unless otherwise agreed.
Order Cancellations
Stock material orders may typically be canceled before loading or shipment.
Special-order materials cannot be canceled once production, procurement, or shipment has begun.
Orders already loaded, dispatched, or delivered may be subject to delivery and restocking charges.
Contractor & Commercial Accounts
Approved contractor accounts may be subject to separate return terms based on manufacturer agreements, negotiated pricing, or account status.
QUARRA reserves the right to limit or deny returns for accounts with excessive return activity or unpaid balances.
Policy Updates
QUARRA reserves the right to modify this policy at any time without prior notice.
Questions regarding returns or refunds can be directed to the QUARRA team prior to purchase or delivery.