Inspection, claims & approved returns
Returns & Claims
Because many products are made, selected or packaged to an approved specification, eligibility for return, replacement or credit depends on the written quotation and order confirmation.
Before requesting a return
- Stop using or redistributing affected goods.
- Keep the item, inner and outer packaging, labels and shipping documents.
- Record clear photos or video of the issue, carton condition and quantities.
- Email the order reference, affected quantity and requested resolution.
Do not send goods back without written return authorization and routing instructions.
Damage, shortage or mismatch
Report an issue within the inspection window stated in the quotation, invoice or contract. The team will compare the evidence with the approved sample, specification, tolerances and shipping documents before confirming repair, replacement, credit, return or another agreed solution.
Natural variation and custom goods
Natural stones may vary in color, pattern, inclusions, translucency and dimensions. These normal batch differences are not automatically defects when they fall within the approved sample or written tolerance. Custom-made, private-label, engraved, sized or specially packaged goods may not be returnable unless they fail the agreed specification.
Contact for a claim
Email [email protected] or use WhatsApp. Final remedies remain subject to the signed order terms and applicable law.