If after you purchase any product from EliteCountertops.com, at any time within 30 days, you feel that, for any reason, it fails to live up to your expectations, return it to us and we will immediately refund your money. The following conditions apply.

• Any item received damaged or with missing parts must be reported within 3 days of delivery.
• All specialty ordered or custom items are non-refundable / non-returnable.
• All returns must have a return merchandise authorization number issued (RMA) written on the box.
• The RMA is void if product is not returned within 14 days of RMA being issued.
• No returns after 30 days of purchase. Products must be returned in new condition and in the original box and packaging showing that it never had been used.
• Credit cannot be issued if product is missing instructions, the box, any hardware, and/or is damaged in any way.
• All returns are subject to a 25% restocking charge.
• Shipping is non-refundable.
• Customers are responsible for return shipping costs.
• Products returned to us without a return merchandise authorization number (RMA) will be refused.
• Products being returned must be shipped by UPS Ground or Freight.
• Products refused by the customer upon delivery are subject to a 25% restocking fee and all shipping charges.
• If the shipping company is not able to deliver due to no fault on our part, the customer is subject to return shipping and reshipment charges.
• Any returned check is subject to a $50 surcharge.
• Credit Card Orders: Cancellation will incur a six percent (6%) credit card fee deducted from any refund due and owing.
• A Cancellation fee of $50 for any standard product canceled after confirmation of your order. (for the administrative processing of paperwork).

If your shipment contains a defective product or we sent you the wrong product:

• Return the defective item and we will replace it at no cost to you. We will issue an RMA.
• Items must be in the original packaging, in as-new condition with the packaging slip, all warranty cards, and accessories (if applicable)
• Please allow approximately 7-10 business days for your return to be processed once it has arrived at the warehouse.
• Customers must ship back the product within 14 days of the replacement product being shipped. If the defective product is not shipped within this 14 day period we will charge the customer for the broken item.
• If we supply our UPS account for return, you must use UPS Ground only. Any delivery service upgrade will result in customer being charged for that service.

There are two options available to handle returns in these cases:

Option 1: Place order for replacement item to ship immediately by providing credit card information. This will alleviate wait time for return processing. We will issue credit upon receipt of the returned item and assessment.

Option 2: Send defective or incorrect item first, wait for return evaluation. Once we complete assessment we will send replacement / repaired part depending on warranty evaluation.

Exchanges:

Ordered the wrong product? If you request a replacement, we will ship it after we receive and process your returned product. If you need a replacement right away, we suggest you request a credit (rather than a replacement), when you obtain your RMA number. Then, place a new order. The new order will be shipped as soon as we have the product available and a credit will be applied approximately 7-10 days after we receive the product(s) you are returning in their original condition within 30 days. Damaged items will not be refunded if they are in un-resealable conditions. We recommend you insure your package.