Damage, Claims & Product Care

Inspect on arrival

Before discarding packaging, check the outer carton or crate, internal protection and the face and backing of each section.

• Photograph every side of the unopened package.
• Photograph shipping labels and any visible impact or puncture.
• Photograph the full affected section and a close detail.
• Keep the numbered placement plan and all protective materials.

How to report a concern

Contact us as soon as possible through the Contact page. Include the order number, delivery date, affected section number, a short description and clear photographs.

Do not install, grout, alter or dispose of an affected section until we have reviewed the evidence and provided written guidance.

What the review covers

We compare the evidence with the approved specification, quality-control record, packing record and carrier information. The appropriate remedy may include technical guidance, a repair plan, replacement components or another written resolution.

Natural color, veining and tonal movement in stone and glass are material characteristics, not automatically defects. Damage caused by an unsuitable substrate, adhesive, grout, installer or site condition is outside factory workmanship.