BREAKAGES
At TrueStone, we understand the importance of ensuring that your stone products arrive safely and securely at your doorstep. Despite our efforts to pack each crate with care, we acknowledge that unforeseen mishaps can occur during transit, leading to breakages. Hence, we recommend ordering an additional 10% of the total material required to account for wastage, natural variations, and potential damages.
Claim Procedure for Breakages:
In the event of breakages during transit, we have a straightforward claims procedure in place to address any concerns you may have. If over 10% of your order is affected by damage upon delivery, please follow these steps:
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Ensure that the goods are signed for as 'Damaged' or 'Unchecked', as advised in our delivery acceptance guidelines.
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Within 48 hours of accepting the delivery, please email the following information to info@truestone.com or call us at 07480959706:
- Clear and high-quality images showing the breakages. Include images of the entire slab(s), front and back, accompanied by detailed descriptions.
- Limit the number of slabs per photo to a maximum of 2.
- Provide an accurate count of the affected slabs, including their dimensions if you have unpacked the crates.
- Include your order number in the email for reference.
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Upon receiving the images and relevant details, allow us 14 working days to review your claim and respond accordingly. Please ensure that all necessary information is provided for a successful claim submission.
Important Note:
Please be aware that minor marks on the surface, edge, or corner of a slab may occur during handling or transportation. Such marks, which do not affect the slab's performance, cannot be claimed.
For further details, please refer to our Terms & Conditions.
At TrueStone, we are committed to ensuring a smooth and satisfactory experience for our customers. Should you have any questions or concerns regarding your order or the claims procedure, please do not hesitate to contact us.