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Granite/Quartz Countertops Process - Our Policy

1. Lead Times:

From the time we come to your house for measurement to the time of installation is around 5- 7 business days, but also depending on our installation schedule. Installation is reserved based on first come first served.

2. A job site is ready for template when:

All necessary appliances including cooktop, down draft, stove, sinks, faucets, soap dispenser, hot water dispenser, or any other pertinent items are on site. Any item that requires a cut in the stone will be taken (if necessary) at the time of template (except cooktops, only specifications will be required) and returned at the time of installation. If City Home Granite Company has to make an additional trip to the job site due to the job site being unprepared to complete some work at the site, additional fees may apply (min $ 150).

3. Natural Stone Variation:

Granite and marble are natural stones that are subject to coloration, tiny/large porous, veining distribution and veining pattern, and natural crack lines may incur. The color, shade, veining, color concentrations (blotches), and any other variances in the appearance of natural stone will exist and will vary between two stones, and even within the same stone. Fissures, pitting, mineral pooling, and other naturally occurring features in stone should not be considered as defects, and are not covered under warranty. Variations are inherent in all natural products and are not considered defects. For this reason, two pieces of granite countertop will never be exactly the same.

For more information on granite warranty, click here.

4. Quartz Stone Variation:

Quartz is the second-most abundant material on Earth and the third-hardest material. Quartz is an manufactured through mixing and compressing natural quartz derived from granite and epoxy resins. Because quartz is natural ingredient, it has natural variations in colors, and distribution of pattern of the natural quartz, or the natural variations in background tone and random odd ocurrences in the creation of the engineered quartz. These characteristics are inherent and unique characteristics of the product. A certain level of spots or blemishes are inherent in the manufacturing process and do not affect the structural integrity of the material.

For more information on Quartz warranty, click here.

5. Template:

The home owner or (designated decision-maker over the age of 18) MUST be present during the entire template process. This person will have to answer questions in regards to seaming, corner radius, overhangs and special designs on island, etc; therefore it is recommend that this person is familiar with the project.

The template will contain information regarding location of sinks, other appliances, seams and edges. We will decide where to place seam appropriately.

6. Pricing:

We have priced your order based on measurements that you have provided. If field measurements are otherwise, we will adjust accordingly.


The Company does not set appliances (dishwashers, fridges, stoves, microwaves, etc.). The Company can not move any appliance for the customer during template or installation. The Company apologies for any inconvenience; however, the Company cannot be liable for any scratches or dents on floors, cabinets, items stored in the cabinets, etc. when moving an appliance. Please be advised that all appliances should be temporarily placed outside of the installation area.

8. Cabinets and Level:

All cabinets must be in their final location, and are installed, levelled, and secured. It's your responsibility to ensure the cabinets are ready for installation. If City Home Granite Company has to make an additional trip to the job site due to the cabinets' faults, additional fees will apply (min $ 400).

We can not level the countertops if the cabinets are not level, and or the floor is not level. We can only try to level the countertop as best as we can. We are not cabinet maker, and we can not fix cabinet issues.

9.Wall Not Straight or Corner not 90 degree:

Please be aware that granite/quartz is cut to fit the cabinet, not the wall. Therefore, if the wall is not straight, there will be an uneven gap between the materials and the wall.

If the kitchen layout has a return that is not 90 degree, an even overhang may not able to achieve.

If the corner is not 90 degree, our installers may have to cut the drywall to shove the granite inside the wall. Our company is not responsible for any touch up of paint. Its customer's responsibility to repair. Any type of backsplash will able to cover that up.

10. General Tolerances:

Tolerances for dimensions such as length, depth, overhang, centerline, etc. allow for slight variances from design specifications. Variances not clearly visible or which can be detected only by using measuring devices are not covered under this warranty. In most circumstances, upto 3/8" tolerances are hard to detect from a 7' distance.

11. Removal of old tops (Demolition):

Installation of natural stone surfaces does not include removal of old tops unless agreements have been made for us to do so. If we are installing your new top in an existing kitchen, there may be unfinished areas of your wall or cabinets that will be exposed and / or covered by your new top. We DO NOT finish these areas.

If we do a demolition of an existing countertop, if there is a mirror ( bath area) which has to be removed , the owner has to remove that mirror. CHGD is not responsible to damage to existing plumbing and disposals due to age or corrosion during the removal process.

12. Plumbing and Wiring:

These are not included in any installation. We are not plumbers or electricians. We can not disconnect your sink when removing old tops and we are NOT responsible for any leaks or damage. We will NOT reconnect sinks or cooktops. Under-mount applications will be cutout, polished and drilled to accept mounting brackets. Cutouts for drop in sinks and cooktops will be completed on the job site and dusting is to be expected. NOTE: Plumber should be scheduled for connection the day after countertop installation.

13. Caulking:

CHGD is responsible only for caulking stone-to-stone. Stone-to-wall caulking is the responsibility of the owner unless specified. If CHGD is asked to caulk stone-to-wall, color matched caulk is NOT provided by CHGD. Color matching caulking should be provided by customer to our installers to assist in the caulking.

14. Incidental Damage:

Final wall preparation (painting, wallpaper, etc) should NOT be completed prior to installation if at all possible. Care will be exercised during the countertop installation, however scrapes, scratches, punctures or digs are possible, especially in the case of wall to wall installation scenario. This includes scratches and scrapes to cabinetry. These items are considered incidental damages and are customer's responsibility to repair. In most cases, cabinets can be easily repaired with a cabinet touch-up kit.

15. Seaming:

Placement of seams is the sole discretion of the fabricator, seams will typically vary from 1/16" to 1/8" and will be visible to the eye or touch. Color coordinated epoxy will be used to form the seam and blend in with countertop. Even though a customer is consulted with regards to the seam location or seamless, the fabricator reserves the right to adjust if needed. Every effort will be made to insure the seam is placed in the best location for the structural integrity of the countertop and to make it aesthetically pleasing. Due to the unique characteristics of stone, it is not possible to guarantee a match in color, veining (including the direction of veins) or finish when seaming two pieces together. Additionally, stone slabs may contain some bowing or warping, therefore in some instances seams may not be level across their entire length.

16. Built-Up Edge:

Most granite and quartz slabs are available in 3/4" (2cm) thickness. In order to make the edge look substantial and thick, the edge is laminated together to create a total thickness of 1 1/2". The 2 pieces of stone are glued together in order to create many different built-up profiles. Regardless of how the build up is completed, there will always be a seam and a glue line where the two pieces of stone are attached.

17. Installation/Inspection/Payment:

The home owner or assigned representative (designated decision-maker over the age of 18) MUST be present during the entire installation process to inspect and pay the balance. After the product has been installed the customer or (designated decision-maker over the age of 18) MUST be present to inspect the countertops. At installation a customer approval form will be provided, which will be asked to sign, confirming the satisfaction with the quality, fit and damage free condition of countertop. By signing off the Inspection Form (either by the owner or the representative) the owner has deemed to approve the installation to be completed to his/her satisfactory.
In some special cases, we may request full payment before installation. The stone countertop belongs to CHGD until full payment is received.

If you are unsatisfied, please notify us immediately and will resolve the problem while we still at the job site to avoid additional costs. For granite/marble top, it is harder for us to make any adjustment if the glue is dried.

18. Clean-up:

Please be aware that during installation of the granite or marble, if any cutting or grinding must take place at the job site, some dust is expected or a film of dust may be created. The installers will have vacuum to do a general clean up after finish, but not be liable for additional cleaning (i.e. the inside of the cabinets, walls, or any other rooms where the dust may have landed)

Installation of countertop is a construction process and residual dust should be expected.

19. Warranty:

City Home Granite Depot provides a 9 months warranty of "workmanship". This warranty does not cover replacements or corrections or any results of misuse, including, but not limited to, improper maintenance or normal wear and tear. The warranty does not cover any variations in colours, shades, markings or inconsistency of the granite/marble/quartz once the Customer has inspected the completion of the job and signed the Inspection Form as approval. City Home Granite Depot is a fabricator and installer of the materials, and its solely liable to the fabrication and installation of such material.

The warranty does not cover against scratches, chips, or staining by human errors, or pitting/fissures (natural occurrences) in the material.

Our workmanship warranty does not cover CHIP/STAIN/SCRATCH by the homeowners after the installation. There will be a service charge for repair.

Your product warranty will NOT be in effect until full payment is received.

For a sample of our quartz suppliers' warranty, visit We strongly advise consumers to visit the site of the quartz supplier for their warranty information.

This non-transferrable warranty is limited solely to the repair or replacement of stone. Stone may be repaired or replaced solely at the discretion of City Home Granite Depot. Alternatively, at its sole option, City Home Granite Depot may refund up to its original selling price of the stone (upon return of the stone by the customer if requested by City Home Granite Depot) and/or refund its selling price for installation services. In the event of such refund(s) any and all claims will be deemed waived, and City Home Granite Depot will have no further liability of any kind.

20. Quartz Maintenance:

Maintaining your new quartz countertop is easy. Simply wash with a soft cloth and warm water, use a mild soap if desired. Quartz surfaces are non-porous, do not need to be sealed. For routine cleaning, simply wipe down your countertop with a damp cloth or paper towel and, if necessary, a small amount of non-bleach, non-abrasive cleanser.

For more information on Quartz Maintenance , click here.

Thank you for reading our company's policy. We try to provide as much information as possible to clients to ensure they understand the process and our policy.

Sink/Faucet/Tile/Backsplash Return Policy

Please note the following for any returns:

1. Returns for refund are valid within 7 days of your original purchase date
2. A copy of your original invoice must be provided for all refunds and/or exchanges
3. All products must be returned in the original packaging, undamaged, unused conditions including any accessories, manuals, and documentation
4. All products must be fit for resale when requesting a return*
5. All return items are subject to inspection before a credit will be issued.
6. All returned items will be subject to a 25% restocking charge.

*City Home Granite Depot reserves the right to charge higher restocking fees for special circumstances such as damaged packaging or missing accessories. A product's fitness for resale will be determined by our staff.

Copyright (c) 2006. City Home Granite Depot Inc..
All rights reserved.