Damage Policy Disclaimer

This policy applies specifically to tiles (wall and floor), stone cladding, brick cladding, pebbles, installation accessories, designer basins, and kitchen sinks. Given the fragile nature of these products, minor damages during handling and shipping (around 2-3% of the order) may occur despite thorough quality checks. Damaged pieces can be repurposed for skirting after cutting. If damages exceed the specified threshold, please contact our customer care team to request a replacement.

For sinks and decorative basins, it’s essential to inspect the product at the time of delivery. Please decide whether to accept or reject the order based on its condition. The delivery team will be responsible for delivering a replacement if necessary.

At this time, Stone Concepts only processes replacements for damaged products (as outlined below). The following conditions must be met at all stages for a replacement request to be valid.

Stone Concepts is not liable for any shortages. We highly recommend double-checking your measurements and surfaces before placing an order. Product exchanges or quantity alterations are not permitted after an order is placed.

Definition of Damages

Damages refer to:

• Breakage greater than 2-3% during shipping and handling
• Visible damages or hairline cracks on the product
• Different color, design, or finish than what was ordered
• Texture discrepancies compared to the original product
• Visible pores caused by manufacturing defects
• Any other physical issues with the product

Inclusions and Exclusions for Damage Replacement

Exclusion Criteria for Damage Replacement:
To ensure your replacement request is valid, please ensure the following:

• Images and videos of the damaged products are provided with the request
• The damage falls under the listed criteria

Inclusion Criteria for Invalid Replacement Requests:
Replacement requests may be invalid if:

• The product packaging was mishandled
• The replacement request period has expired
• The product was used incorrectly or inappropriately
• Damages resulted from mishandling or poor installation practices
• Color variations occurred due to lighting conditions
• The damage was due to installation negligence, wear and tear, or improper maintenance
• Grouting or mishandling during installation

Batch Variation

Batch variation refers to natural differences in color and tone of tiles, even when sourced from the same location. This is a typical result of the manufacturing process, especially in full-body vitrified tiles. To avoid significant variation, we recommend ordering your entire requirement at once so we can ensure the products come from the same batch.

Warranty

• Tiles, Stone Cladding, and Brick Cladding: No complaints will be entertained after installation. Any technical issues must be reported before installation. Please stop installation and contact Stone Concepts immediately. Our executive will visit the site to assess the issue and arrange for a replacement if necessary.

• Washbasins: No warranty is provided for washbasins.

• Kitchen Sinks: Warranty terms for kitchen sinks are governed by the manufacturer. We are happy to assist you in reaching out to the manufacturer if required. Please check the product specification for warranty details.

Samples

All samples ordered are payable and non-refundable.

Refunds

At this time, Stone Concepts offers replacement for damaged products only. We do not process refunds due to the delicate nature of the products, the manufacturing process, and our rigorous quality control measures. However, if damage occurs, we have a robust replacement policy to ensure a smooth resolution for our customers.

Contact

As a small business, we value and appreciate client feedback. Your suggestions help us improve our services. Feel free to reach out with any queries or concerns via email, phone, or WhatsApp:

• Email: stoneconcepts@jagsonindia.com
• Phone/WhatsApp: +918168461661