Terms of service

TERMS & CONDITIONS – AURORA MARBLE

These terms and conditions apply to purchases of products from Aurora Marble via our website. By completing a purchase, you agree to these terms. We reserve the right to update these terms, but the version that applies at the time of purchase is the one valid for your order. 

1. Company Information

Company name: Aurora Marble


Registration Number: 0105080279


Address: Poseidons gränd 13 13646 Stockholm

contact email address: 
info@marbleaurora.com

contact phone number: +46 737419187

2. Orders

When you place an order via our website, an order confirmation is automatically sent to your email. Please check that the information in the confirmation is correct and contact us at info@marbleaurora.com immediately if anything needs to be changed.

The order is binding once we have confirmed it and received payment.

 

3. Prices and Payment

All prices are stated in the local currency of the user and include shipping, customs duties, and import tax (for EU customers only), as well as statutory VAT where applicable.

For customers within the EU, the price displayed includes all import duties and taxes, meaning that Aurora Marble covers these fees to provide a seamless shopping experience. However, in rare cases, local customs authorities may request a small additional administrative fee due to internal customs procedures beyond our control.

For customers outside the EU, additional import taxes, customs duties, and other applicable fees may be imposed by the destination country's customs authorities. These charges are determined by the local tax office and payments of these charges are the sole responsibility of the customer. Aurora Marble does not control or collect these fees, and we recommend that customers check with their local customs office for further information on potential import costs before placing an order.

We offer the following payment options:

         •       Credit/Debit Cards: Visa, Mastercard, American Express, Maestro, UnionPay

         •       Digital Wallets: Apple Pay, Google Pay, Shop Pay

         •       Klarna: Available for Swedish customers.

Payment is charged when the order is confirmed.

 

Refunds for Cancellations

If an order is canceled within 3 hours of the order confirmation, the customer may cancel the purchase and receive a full refund within 14 days via the same payment method used at purchase. Please note that it may take an additional 2-5 banking days for the refund to appear in your account, depending on your bank or payment provider.

After 3 hours, the order is binding, and any cancellations or changes may result in costs;

-If an order is canceled after 3 hours but before production has started, a cancellation fee equivalent to 100 USD or 10% of the order value, whichever is higher, will apply. This covers administrative costs, handling, and any preparations before production. This fee is deducted from the refund.

-Cancellation after production has started: Since our products are made-to-order, the customer is responsible for any costs incurred, including materials, labor, administrative fees, and other expenses associated with the cancellation, in accordance with §41 of the Swedish Consumer Purchase Act (KKöpL).

-Order cancellation after the item has left our warehouse: If an order is canceled after it has been shipped but before it has been received, the customer is responsible for any costs related to shipping, return handling and import taxes, and other cancellation-related fees.

 

4. Delivery and Shipping

We deliver to Sweden and worldwide. Delivery time varies depending on the product and destination but is estimated at 1-3 weeks for "ready to ship" products and 2-8 weeks for all other products. Aurora Marble starts the production of your purchase the next working day and long delivery waiting times are due to the various customs regulations around the world and other delays due to delivery companies' errors. The estimated delivery time for each product is shown on the product page.

Delivery is made to the specified address and is left at the curbside or outside door (building entrance or property boundary) unless otherwise agreed. The customer is responsible for receiving and handling the product upon delivery. A delivery confirmation is sent once the item is on its way.

Delivery Guarantee

We strive to meet our estimated delivery times, but if a delay occurs, we offer compensation according to the following terms:

         •       7 - 11 business days late: 2% of the product's value in compensation.

         •       12 - 17 business days late: 3% of the product's value in compensation.

         •       18 or more business days late: 4% of the product's value in compensation.

The maximum compensation per order is 1000 SEK, and this amount constitutes the only and full compensation offered for delivery delays. No further compensation, damages, or refunds will be provided.

The delivery guarantee does not apply during high-order periods, such as Black Week and major holidays, when logistics providers may experience longer handling times.

 

Missed Deliveries

If the customer is not present at the agreed delivery time and the shipping company must attempt redelivery or store the item, the customer is responsible for any additional costs.

 

5. Transport Damages

When receiving the delivery, the customer must carefully inspect the packaging for damage before signing for receipt.

  • Any damage must be noted immediately on the delivery receipt/waybill from the driver.
  • If damage is not noted at the time of delivery, a claim cannot be made.
  • Photograph and film both the packaging and the product, and document the unpacking process with a video to verify any transport damage.
  • Send photos and videos along with a description of the damage to us within 24 hours of delivery.

If a transport damage claim is approved, we will replace either parts of the product or the entire product, whichever is most practical and cost-effective.

 If the delivery is signed for without any damage noted, or if the customer is not present at delivery, the right to claim transport damages is forfeited.

 

6. Address Changes and Delivery Issues

Unclaimed Orders: If an order is not picked up from a collection point within the designated time and is returned to us, the customer is responsible for any return shipping, carrier fees, handling fees, and other costs associated with the return process.

Failed Delivery: If a delivery is booked but the customer is not available at the agreed time, the customer is responsible for any additional costs incurred for redelivery, handling, or storage.

Refused Home Delivery: If an order is shipped but the customer refuses delivery, cancels after shipment, or does not respond to repeated contact attempts, the customer is responsible for all costs related to shipping, storage, and administration.

Address Change After Booking or Shipment: If a customer requests an address change after shipment has been booked or dispatched, they are responsible for any administrative or shipping costs charged by the carrier. Address changes are handled by the carrier and may not always be possible.

 

7. Returns and Refunds

-Returns are processed through our international return center in Turkey.

-The customer is responsible for return shipping costs and handling fees.

-A trackable shipping method must be used, and the customer must retain the receipt and tracking number.

-The customer is responsible for the item until it has been received by us.

-If a return is lost or damaged due to inadequate packaging, the customer is responsible for any costs. If damage occurs due to the carrier’s handling, compensation may be sought from the carrier.

 

8. Right of Withdrawal (Ångerrätt) and Returns

We strive to process returns and refunds as quickly and smoothly as possible. Once a return is approved and we have received the item, the refund will be issued within 14 days via the same payment method used at purchase.

According to the Swedish Distance and Off-Premises Contracts Act, you as a consumer have the right to withdraw from your purchase within 14 days from the date you received the item. To exercise your right of withdrawal, you must contact us via email.

 

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

         •       Custom-made or specially manufactured products.

         •       Products that have been used or altered by the customer.

If a withdrawal is approved, the refund will be processed within 14 days after we have received and approved the returned item. The customer is responsible for the return shipping costs.

 

To be eligible for a return, the item must be in brand-new condition, unused, and in its original packaging.

If an item is found, upon inspection, to have previously undisclosed alterations or deviations from its original condition, the return may be denied, and the item will be shipped back to the customer at their expense.

 

9. Complaints and Warranty

We comply with the Swedish Consumer Purchase Act (Konsumentköplagen) and EU consumer protection laws, which grant Swedish customers a 3-year complaint period (reklamationsrätt) and 2 years for the rest of the EU customers on products with factory defects that are not caused by the customer. 

Customers purchasing outside of the EU can benefit from:

1) Aurora Marble transport damages policy which provides compensations for products damaged during delivery.

2) Swedish Consumer Purchase Act (Konsumentköplagen) which grants right of return within 14 days after the delivery.

Warranty Coverage

Our warranty covers manufacturing defects and faults that existed at the time of delivery. Other damages due to misuse are not our responsibility. Refer to our Marble care guide for more information. 

It does not cover:

• Accidental damage (e.g., dropping the product, hitting the surface, impacts, putting pressure on it).

• Improper handling or misuse (e.g., using the product in a way it was not intended, such as standing on a table, failure to follow user instructions and recommended usage guidelines).

• Improper assembly or installation errors by the customer.

• Damage from excessive weight or pressure (e.g., placing heavy objects that exceed the product’s load capacity, laying on the product).

• Environmental factors (e.g., exposure to extreme heat, moisture, or direct sunlight that causes discoloration or warping).

• Wear and tear or aging (e.g., small surface scratches, minor discoloration over time).

• Damage caused during transport after delivery (e.g., moving the furniture to another place).

• Damage from cleaning agents (e.g., using acidic or harsh chemicals that damage the surface).

• Structural changes made by the customer (e.g., drilling holes, cutting, or modifying the product).

• Natural characteristics of marble – Each marble piece is unique in pattern, veining, and color variations. Slight differences in shade, natural pores, and minor surface irregularities are part of the stone’s authentic beauty and do not qualify as defects.

How to File a Complaint

If you believe your product has a manufacturing defect, you must contact us at info@marbleaurora.com as soon as possible after discovering the issue, but no later than 2 months from the discovery of the defect. Include:

• High definition Photos and videos clearly showing the defect from various angles.

• A description of the issue and how it was noticed.

• Details of how the product has been used and maintained.

We will analyze the provided evidence to determine whether the issue is due to a manufacturing defect or consumer-caused damage. If necessary, additional documentation may be requested.

Warranty Investigation & Decision

Upon receiving your complaint, we will assess the case within a reasonable timeframe:

• If the issue is determined to be a manufacturing defect, we will cover the possible costs of a repair, replacement, return fee or partial refund based on what is most practical and cost-effective.

• If the damage is deemed to be caused by improper use, accidents, or external factors, the complaint will be rejected. 

According to the Swedish Consumer Agency (Konsumentverket), we have the right to first attempt to repair or fix the product. If this is not possible, we may agree on another reasonable compensation, such as a replacement product or a partial refund.


Fraudulent Warranty Claims & Legal Consequences

We take fraudulent warranty claims very seriously. Any attempt to falsify damage, submit misleading information, or abuse the warranty process will result in:

• Immediate rejection of the claim.

• Escalation of the matter to our legal team.

• Reporting the case to the Swedish and EU authorities for consumer fraud.

• Possible legal action under Swedish and EU courts.

By purchasing from Aurora Marble, you agree to act in good faith when filing complaints and warranty claims. Any abuse of our policies will be subject to investigation and potential legal consequences.

  

10. Personal Data (GDPR)

Aurora Marble complies with GDPR and applicable privacy laws. We collect and store the following personal information when you make a purchase:

         •       Full name

         •       Email address

         •       Shipping and billing address

         •       Phone number

         •       Order details

This data is used solely to process your order and provide customer service. By completing a purchase, you consent to our data processing practices.

For full details on our handling of personal data, see our Privacy Policy.

 

11. Force Majeure

We are not responsible for delays or damages caused by events beyond our control, such as but not limited to:

         •       Natural disasters

         •       Strikes and labor disputes

         •       Pandemics

         •       Import/export restrictions

         •       Shipping delays

         •       Raw material shortages

         •       Other force majeure events

 

 12. Dispute Resolution

In the event of a dispute, we follow the recommendations of the Swedish National Board for Consumer Disputes (ARN). Disputes may also be settled in Swedish court under Swedish law.