Our marbles are made from 100% natural stone. Our products are intended for both commercial and retail use. All marble pieces are crafted in our overseas workshop by skilled artisans.
Characteristics of Natural Stone
Please understand that natural stone, such as marble, is unique with each piece. Due to the natural properties of the stone, there will be variations in color, veining, and surface texture. We provide variations of stone on our website, and we strongly encourage clients to review these variations before purchasing. By purchasing, you acknowledge and accept the inherent characteristics of natural stone, including imperfections and variations in color, veining, and surface markings. These are natural features of the product and are not considered defects.
Natural stone is a natural product and sometimes features intricate patterns or hairline cracks, which are naturally occurring. These may be visually indicated in our previews or listings, but exact replication cannot be guaranteed.
It is important to understand that the appearance of natural stone products may be affected by lighting conditions, and photos may not always show an exact match to the physical product. Slight visual differences should be expected.
When clients are in the process of selecting their stone, we aim to provide accurate representations and guidance. However, please note that our workshop may occasionally make slight adjustments to the final selection based on the actual condition and integrity of the stone at the time of production. While this has not been an issue historically, we include this for full transparency and to ensure clients understand that minor deviations may occur due to the natural nature and condition of each stone.
Stone Damage in Transportation
We ensure that all of our products are securely packaged before shipment. However, given the fragile nature of natural stone, it can sustain damage during transportation. We do not issue refunds for damage during transit but take full responsibility for replacing or repairing the item in agreement with the client. Depending on the character of the stone and its fragility, we will work with the client to resolve any issues related to damage.
Regarding Defective Goods, all returns will be managed in accordance with the provisions outlined below. No refunds or exchanges will be offered to customers for instances of change of mind or errors in ordering Goods. We reserve the right to refuse a return in cases where we deem damage to a product due to fair wear and tear, misuse, failure to follow the manufacturer’s instructions, or failure to take reasonable care.
We do not accept returns or provide refunds for natural wear and tear. As this is a natural stone product, surface aging, patina development, or minor marks from regular use are considered normal and do not constitute a defect or fault.
Please understand that all images used are for illustration purposes only, and the actual marble furniture may vary slightly in appearance due to natural veining in the natural stone.
Additionally, photo representation may be affected by lighting and environment. Variations in appearance under different lighting conditions are expected and accepted.
Process for Submitting a Defect Claim
(a) All Defect Notices are to be directed to the Bova Gallery Concierge Care Team via email at support@bovagallery.com
(b) Upon receipt of a Defect Notice, Bova Gallery will liaise with the Customer to collaboratively ascertain whether the Goods indeed qualify as Defective Goods. If so, Bova Gallery will outline the remedy plan. Bova Gallery may, at its discretion, request additional information or assistance from the Customer to facilitate this determination, including arranging virtual and/or physical inspections of the Goods. The Customer is obliged to promptly comply with all such requests.
(c) If the return of Goods is necessitated for the purposes of evaluating a Defect Notice or providing a remedy pursuant to the policy, Bova Gallery will cover the reasonable delivery costs associated with the return. However, if Bova Gallery subsequently concludes after inspecting the Goods (reasonably) that they are not Defective Goods, the Customer shall bear the return cost (including any re-delivery charges).
(d) A Defective Goods claim may become void if the Goods are located outside of Bova Gallery's designated Serviceable Area.
Remedy for Defective Goods
Upon determining, acting reasonably, that the Goods are Defective Goods, Bova Gallery will exercise sole discretion to offer the Customer one of the following remedies:
(a) Repair the Goods;
(b) Replace the Goods with items of equivalent function and quality. Upon replacement, the replaced Goods or components thereof become the property of the Customer, and the replacement item becomes the property of Bova Gallery.
Damaged Items
We ensure that all of our products are in good condition and packaged securely prior to shipment. However, in the unlikely event that your item is faulty or has been damaged in transit, we will organise a replacement at no charge.
It is the purchaser’s responsibility to inspect the goods once they arrive and report any damages within 24 hours of receipt of goods. Please contact us immediately via email and include photos of the damage/s of the item. In the event that we require for the item to be returned, please note that the item needs to be carefully wrapped in the original packaging and in the same condition as it was received.
Faulty claims outside of the 24-hour reporting period will be treated as a warranty claim and the customer will bear the delivery costs incurred in the claim process.
For commercial clients, we offer assistance with repairs at a discounted rate through our trusted repair and restoration specialists. This service is available in selected regions across Victoria, New South Wales, and Queensland.
If a marble product requires attention, Bova Gallery can arrange for a technician to inspect the item on-site and perform necessary repairs. Please note that this service is offered outside standard warranty terms and is subject to scheduling and technician availability.
To inquire about commercial repair services, please contact our Customer Care Team at: support@bovagallery.com.
Change of Mind Policy
Most of our items are custom-made or made-to-order pieces, and we urge our customers to be 100% sure with the items that they are buying, as we do not allow any returns or refunds at this stage.