Reporting damaged items
What should I do if I receive damaged items?
Please check your goods when your delivery arrives. If you notice any damage, sign for the goods as “Damaged.”. Take clear photos of each affected piece, a full pallet/crate overview, and any packaging damage. You must contact [email protected] withi
Why do I need to report damage within 48 hours?
Carriers impose short reporting windows for transit claims, and late notifications may be rejected by the depot. We therefore ask you to report any damage within 48 hours so we can validate and process the claim promptly.
Do I need to sign for damaged goods differently?
Yes, if you notice damage upon delivery, you must sign for the goods as 'Damaged' on the delivery note.
What is your damage policy?
We take every effort to ensure the stone arrives undamaged. However, as a natural product, a small amount of transit damage or chipping can occasionally occur. As per our Terms & Conditions, the first 5% of transit damage is not covered. Damage above
Are slightly chipped or damaged slabs considered faulty?
No. Minor chipping or slight surface damage is not considered a fault under our damage policy. Natural stone may occasionally develop small chips during handling or transit. Minor edge chips can often be used on cuts or perimeter rows for a good fini
Do you offer free replacements for damaged items?
Generally, we do not offer free replacements. However, our team may check if we can make any exception.