Damages Policy
In accordance with long-established industry standards, compensation does not cover damage of up to 0–7% of the total order that may occur during transportation. Where damage is between 7% and 20%, refunds will be issued on a proportional basis upon receipt of clear photographic evidence. Replacement materials will only be considered where overall damage exceeds 20%, and only where clear photographs are provided showing both the extent and scale of the damage.
To minimise potential issues arising from breakages, customers are strongly advised to order an additional 10–15% of materials based on the total project area.
Split Packs
Split packs require additional handling by UK warehouse staff, including unpacking and repackaging. This process is inherently less secure than the original factory packaging and therefore increases the risk of chipping or damage during transport. For this reason, we strongly recommend purchasing full packs. If a customer chooses to proceed with split packs, this is deemed acceptance of the associated risks.
Minor Chipping
During packing, unpacking and transportation, minor chipping to edges or corners may occur. Such small chips are not eligible for claims. These do not affect the structural performance of the slabs and are typically concealed once installation is completed. In practice, partially broken slabs can often still be used for cuts, edges or corner areas, and minor chips can be easily addressed by builders or homeowners during installation.
Refunds and Replacements
Where a claim is accepted, we will refund the value of the damaged items. Please note that free replacements are not generally provided due to very high cost of delivery charges. Our profit margins are kept deliberately very low. We therefore ask customers not to compare our policy with retailers who charge significantly higher prices and build replacement costs into their margins. Regrettably, it is not possible for us to supply high-quality products at extremely competitive prices while also offering a highly flexible, replacement-led service.