Terms and Conditions

Understanding Your Countertop Project

Thank you for choosing Rolling Stone Countertops. Every countertop is custom-made for a specific space, so accurate information, a ready jobsite, and clear communication are essential. These Terms & Conditions explain our process, what you can expect from us, and what we need from you.

By approving an estimate, paying a deposit, scheduling a template, authorizing work, or allowing work to begin, the customer acknowledges that they have read, understood, and agreed to these Terms & Conditions. If a signed contract, estimate, or change order contains different terms, the terms in that signed document will control for that project.

1. Estimate, Scope & Selections

Your estimate is based on the plans, measurements, selections, and project information available when it is prepared. Unless specifically listed in writing, the estimate does not include work by plumbers, electricians, cabinet installers, drywall professionals, painters, tile installers, appliance installers, or other trades.

Before approving your project, please carefully confirm:

  • Countertop material, color, and finish
  • Edge profile
  • Countertop and backsplash layout
  • Sink type and installation method
  • Appliance and fixture information
  • Tear-out and disposal, if applicable
  • Any special requests or additional work

Changes to the scope, dimensions, quantity, material, layout, edge, backsplash, sinks, fixtures, appliances, or other selections may change the price and schedule. Any work not included in the approved estimate may require a written change order and additional payment.

2. Deposit, Material Orders & Scheduling

A required deposit must be received before material is ordered and the project is placed on the schedule. Material availability and production time may change after an estimate is prepared. A requested date is not guaranteed.

Special-order and custom materials are ordered specifically for your project and may be nonreturnable or subject to supplier restocking, freight, or cancellation charges. The customer is responsible for approved costs already incurred if the project is changed, postponed, or canceled.

3. Templating: Final Measurements

Templating is the detailed measurement appointment used to create the fabrication plan for your countertops. It is one of the most important stages of the project.

Before the Template Appointment

The customer must make sure:

  • Base cabinets are permanently installed, level, plumb, structurally sound, securely fastened, and in their final location.
  • Panels, fillers, supports, corbels, and other items that affect countertop dimensions are installed.
  • Farmhouse or apron-front sinks are installed in their final position by the cabinet contractor before templating.
  • The exact manufacturer and model numbers for faucets, cooktops, soap dispensers, air switches, and other items requiring holes or cutouts have been provided.
  • Customer-supplied sinks are available whenever possible. If a physical sink is unavailable, Rolling Stone Countertops must receive the exact manufacturer and model number and determine that reliable specifications or a compatible digital cutout file are available.
  • The material, edge profile, backsplash, overhangs, layout, sink placement, and other design decisions are final.
  • A responsible adult with authority to make project decisions is available when needed.

Rolling Stone Countertops will not guess fixture dimensions, cutout sizes, or placement.

Incomplete Template Information

If required items, model numbers, specifications, approvals, or jobsite conditions are missing, the project will remain pending template completion. It will not enter the fabrication queue until the template is complete and all required details have been received, verified, and finalized.

Missing information may require an additional visit, re-template charge, change order, or scheduling delay.

Changes After Templating

Once templating is complete, the measurements and approved details become the basis for fabrication. Any later change—including a change to cabinets, walls, sinks, fixtures, appliances, material, edge, backsplash, overhang, or layout—will place the project on hold until every revision is finalized and approved.

If a change requires re-templating, the templating process will begin again. After the new template and all details are completed, the project will be placed at the end of the current fabrication queue. Additional material, labor, trip, and re-templating charges may apply.

Verbal requests made to a templater, fabricator, or installer are not approved changes. All changes must be communicated to and confirmed in writing by the Rolling Stone Countertops office.

4. Fabrication

Countertops are custom fabricated from the final template and approved project details.

Once fabrication begins:

  • Material may no longer be returnable.
  • Fabricated pieces cannot always be resized or reused.
  • Changes may require new material and additional fabrication.
  • Added work, remakes caused by customer changes, and revised cutouts may require additional charges.

Rolling Stone Countertops is not responsible for an incorrect cutout or fit caused by inaccurate, incomplete, or changed model information supplied by the customer or another party.

Fabrication methods, piece layout, reinforcement, polishing, and other production decisions are determined by Rolling Stone Countertops based on the material and the requirements of the project.

5. Scheduling & Installation Dates

ALL TEMPLATE, FABRICATION, DELIVERY, AND INSTALLATION DATES ARE ESTIMATES AND ARE SUBJECT TO CHANGE. A PROJECTED OR SCHEDULED DATE IS NOT A GUARANTEED COMPLETION DATE.

Countertop fabrication is a custom production process. Some materials take longer to cut, polish, reinforce, move, or safely install because of their hardness, thickness, fragility, veining, size, or design complexity. The schedule may also change because of material availability, supplier or manufacturer delays, jobsite conditions, equipment service, weather, staffing, prior-project complications, emergency or safety-related countertop work, warranty service, commercial deadlines, or other circumstances beyond our reasonable control.

Rolling Stone Countertops may adjust the production order or installation schedule when reasonably necessary for safety, quality, emergency work, or operating requirements. We will make reasonable efforts to provide notice of a schedule change as soon as practical, but circumstances may require short-notice changes.

Customers should not schedule plumbers, electricians, painters, appliance installers, deliveries, travel, move-in dates, or other dependent work until Rolling Stone Countertops confirms that fabrication is complete and the installation appointment is ready to proceed. Rolling Stone Countertops is not responsible for third-party charges, lost time, lodging, delay damages, or other costs resulting from an estimated date or a schedule change, to the extent permitted by law.

Quality and safe handling will not be compromised to meet a requested date.

6. Jobsite Readiness & Access

Before our crew arrives, the customer must:

  • Provide safe, unobstructed access from the parking area to the work area.
  • Remove personal items from countertops, cabinets, and nearby areas.
  • Protect or remove fragile and valuable items.
  • Keep children and pets safely away from the work zone.
  • Provide working utilities and reasonable access to the property.
  • Ensure required plumbing, electrical, appliance, cabinet, or construction work is complete.
  • Obtain any permissions, building access, parking arrangements, or approvals required for the work.

Countertops and equipment are heavy. The installation route must be safe and sufficiently clear. If the jobsite is inaccessible, unsafe, incomplete, or not ready, work may be stopped and the appointment rescheduled. Additional trip, labor, storage, or rescheduling charges may apply.

7. Existing Countertop Removal

If tear-out is included in the approved scope, Rolling Stone Countertops will use reasonable care when removing existing countertops. Existing tops may be glued, screwed, fastened, or permanently bonded to cabinets, walls, tile, or other finishes. Damage can occur even when reasonable care is used.

To the extent permitted by law, Rolling Stone Countertops is not responsible for unavoidable or concealed damage associated with removal, including damage to drywall, paint, tile, cabinets, flooring, plumbing connections, mirrors, trim, or existing finishes. Patching, texturing, painting, tile repair, and finish repair are not included unless specifically stated in writing.

Hidden conditions—including water damage, mold, rot, pest damage, unsafe wiring, weak cabinets, or defective plumbing—may require work to stop until the condition is corrected by the appropriate professional. Resulting return trips, additional labor, or schedule changes may be charged separately.

Rolling Stone Countertops does not guarantee that removed countertops, sinks, backsplashes, or other existing items can be preserved or reused unless specifically agreed in writing.

8. Cabinets, Walls & Support

The customer or cabinet contractor is responsible for ensuring cabinets and supports are properly installed, level, structurally sound, and able to carry the countertop’s weight. Rolling Stone Countertops may pause the project if these conditions are not met.

Overhangs, raised bars, unsupported spans, and certain appliances may require brackets, corbels, steel supports, or cabinet modifications. Unless included in the written scope, those supports and modifications are the customer’s responsibility and must be completed before installation.

Rolling Stone Countertops is not responsible for problems caused by cabinet movement, settling, inadequate support, structural failure, wall movement, building movement, or work performed by others.

Walls are rarely perfectly straight, square, level, or plumb. Reasonable gaps may occur where countertops or backsplashes meet walls. Caulking, drywall repair, texture, paint, trim, or tile work needed to finish those areas is the customer’s responsibility unless specifically included in writing.

9. Plumbing, Electrical & Appliances

Rolling Stone Countertops is not a licensed plumbing or electrical contractor. Unless a written agreement expressly states otherwise, the customer must arrange for qualified professionals to:

  • Disconnect and reconnect sinks, faucets, disposals, water lines, gas lines, and plumbing.
  • Disconnect, relocate, or reconnect outlets, switches, wiring, and appliances.
  • Make appliance, cabinet, or utility modifications needed after countertop installation.

As a courtesy, our crew may disconnect certain accessible items only when agreed in advance, but this does not include reconnection or repairs and does not make Rolling Stone Countertops responsible for pre-existing, brittle, corroded, leaking, improperly installed, or noncompliant components.

Plumbing should generally be reconnected after adhesives and sealants have had adequate curing time. Follow the instructions provided for your installation. Final payment is not delayed by plumbing, electrical, appliance, or other third-party work.

10. Sinks, Faucets, Cooktops & Customer-Supplied Items

Exact manufacturer and model information must be supplied before fabrication for any item affecting a cutout or hole. The customer must promptly notify the office if any model changes.

Rolling Stone Countertops is not responsible for manufacturer defects, inaccurate published specifications, missing parts, incompatibility, delayed delivery, discontinued products, or damage unrelated to our workmanship in customer-supplied items.

Undermount sinks installed by Rolling Stone Countertops are attached using professional adhesives and support methods appropriate to the project. Do not sit, stand, hang, or place excessive weight on or in a sink. Notify Rolling Stone Countertops promptly if movement, separation, or unusual cracking is observed. Damage caused by misuse, excessive load, cabinet movement, plumbing work, disposal vibration, or alteration by others is not a workmanship defect.

Drop-in, vessel, or self-rimming sinks and certain specialty fixtures may require installation by a plumber or another contractor unless specifically included in writing.

11. Seams, Layout & Finished Appearance

Seams may be necessary because of slab dimensions, project layout, material characteristics, transportation limits, access, safety, or structural requirements. Seam placement is determined by Rolling Stone Countertops using professional judgment. Customer preferences will be considered when practical, but final seam location, number, and construction remain at Rolling Stone Countertops’ discretion.

Seams are visible and can be felt. Their appearance varies with the stone’s color, pattern, thickness, edge, lighting, and installation conditions. Seam adhesive is color-matched as closely as reasonably possible but may not be invisible or an exact match.

Vein direction, pattern flow, and feature placement may vary between pieces. Material yield, structural integrity, sink and cooktop locations, slab defects, and safe fabrication may affect the final layout. Exact pattern matching is not guaranteed unless specifically documented and approved in writing.

12. Natural Stone, Quartz & Other Materials

Samples, photographs, showroom displays, and online images are general representations. Lighting, screen settings, dye lots, production batches, and natural variation can make the finished material look different.

Natural stone—including granite, marble, quartzite, soapstone, and similar materials—is formed by nature. Variations in color, shade, veining, movement, texture, mineral deposits, fissures, pits, pores, resin fill, surface flatness, and polish are normal characteristics and are not automatically defects. Some stones are more porous, brittle, heat-sensitive, stain-prone, scratch-prone, or acid-sensitive than others.

Engineered quartz, porcelain, sintered stone, and other manufactured products may also show shade, pattern, texture, gloss, thickness, or batch variation. Printed patterns may not continue through the edge or across seams, and markings on samples may differ from full slabs.

Rolling Stone Countertops may use industry-accepted reinforcement, mesh, resin, fill, or repair methods when appropriate. These methods do not automatically indicate defective material or workmanship.

The customer is responsible for reviewing and approving material characteristics and, when offered or required, slab selections before fabrication. Supplier or manufacturer warranties apply according to their own terms.

13. Installation Conditions & Final Fit

Installation includes placing and securing the countertops, assembling required seams, installing included undermount sinks, and performing a basic cleanup of our immediate work area. Countertop work creates dust, vibration, and noise. Additional cleaning of cabinets, floors, walls, or the surrounding home may be needed and is the customer’s responsibility.

Small field adjustments may be necessary to achieve the best reasonable fit. The customer authorizes Rolling Stone Countertops to make reasonable installation adjustments consistent with accepted industry practice.

Appliances may not fit exactly as they did before, particularly when new countertop thickness, buildup, flooring, cabinets, or wall conditions differ. Appliance leveling, modification, installation, and relocation are not included unless specifically listed in writing.

14. Inspection & Reporting Concerns

The customer or authorized representative should inspect the installation with the crew before the crew leaves whenever possible. Visible concerns should be reported promptly so they can be documented and evaluated.

Signing a completion document confirms the work was received, but it does not waive a valid written workmanship warranty. Concealed or later-discovered concerns must be reported to Rolling Stone Countertops promptly and before another person attempts a repair. Rolling Stone Countertops must be given a reasonable opportunity to inspect and, when covered, correct its work.

Unauthorized repairs, alterations, removal, or work by others may prevent Rolling Stone Countertops from determining the cause and may void coverage for the affected area.

15. Final Payment

Unless otherwise agreed in writing, the remaining balance is due immediately upon completion of countertop installation. Final payment is not contingent on plumbing reconnection, electrical work, appliance installation, painting, tile, drywall, or any other work performed by the customer or third parties.

Punch-list items or a good-faith warranty request do not permit withholding amounts unrelated to the specific disputed work. Past-due balances may be subject to collection costs, returned-payment charges, or other remedies allowed by the signed agreement and applicable law.

16. Workmanship Warranty & Exclusions

Rolling Stone Countertops stands behind its workmanship and will evaluate timely reported concerns related to fabrication or installation. Any written project-specific warranty or manufacturer warranty will control its applicable coverage and duration.

Unless required by law or expressly covered in writing, warranty coverage does not include:

  • Natural or manufacturer-accepted material characteristics
  • Normal wear and tear
  • Scratches, chips, stains, etching, or heat and impact damage after installation
  • Improper cleaning products, chemicals, abuse, misuse, or lack of maintenance
  • Damage caused by plumbing leaks, appliances, disposal vibration, or work by others
  • Cabinet, wall, floor, foundation, or building movement
  • Inadequate or altered support
  • Customer modifications, unauthorized repairs, or changes after installation
  • Damage from fire, flood, weather, accidents, or other events outside our control

When a concern is covered, Rolling Stone Countertops will determine the appropriate reasonable remedy, which may include repair, adjustment, or replacement of the affected work. Exact color, pattern, veining, gloss, or batch matching for replacement material cannot be guaranteed.

17. Delays & Conditions Outside Our Control

Rolling Stone Countertops is not responsible for delays or failure to perform caused by events beyond its reasonable control, including supplier delays, material shortages, transportation disruptions, severe weather, utility interruptions, equipment breakdown, labor shortages, governmental actions, unsafe jobsite conditions, acts of nature, or emergencies. The project schedule will be adjusted reasonably after the condition is resolved.

18. Photos & Project Documentation

Rolling Stone Countertops may photograph the work area, material, fabrication, installation, and completed countertops for project documentation, quality control, and warranty records. Any use of identifiable customer information or interior images for advertising will be handled in accordance with the customer’s written agreement or permission.

19. Questions & Communication

If anything in these Terms & Conditions is unclear, please contact the Rolling Stone Countertops office before approving the project. Important approvals, selections, and changes must be confirmed through the office in writing.

Rolling Stone Countertops
1570 W. Picacho Avenue
Las Cruces, NM 88005
575-277-6437

Excellence Set in Stone.