Cancellations

Once an order has been placed, it cannot be cancelled or altered under any circumstances. Therefore, we urge you to consult your contractors for detailed information on measurements, technical aspects of construction, your selected options including colors, materials, and designs, as well as the quantity of the order. This ensures that your shopping experience with us is as smooth and seamless as possible.

The shipment will be considered abandoned property if:

It is refused at the time of delivery, or

There are delays in transportation due to unforeseen circumstances.

Disclaimer

This policy applies only to tiles (both wall and floor), stone cladding, brick cladding, pebbles, all installation accessories, designer basins, and all our products.

Due to the fragile nature of the products, damages may occur during handling and shipping (approximately upto 10% of the order), despite meticulous quality checks. Such pieces can be reused for skirting after cutting. If damages exceed the specified amount, please raise a replacement request with our customer care team.

For sinks and decorative basins, please inspect the product upon delivery. We request that you reject or approve the order based on its condition. The delivery team is the point of contact for such products and will be responsible for delivering replacements promptly.

At this time, Stonarts.D only processes replacements for damages (clauses defined below).

All listed requirements must be met at every stage for a replacement.

Stonarts.D is not responsible for any shortages. We strongly recommend that you double-check your measurements and surfaces before placing an order.

Product exchanges or alterations in quantity are not allowed after an order has been placed.

Damages

Damages are defined as follows:

Breakage exceeding 10% at the time of shipping and handling.

Visible damages or hairline cracks on the body of the product.

Delivery of a different color, design, or finish than the original order.

Differences in texture compared to the actual product.

Visible pores on the tile’s body resulting from human error in the manufacturing process.

Any other physical issues with the product.

In case of any damages, kindly notify us immediately upon receiving the shipment.

Replacement and Grievance Redressal

Replacement of damaged products (as defined above) can be requested by providing the following information via WhatsApp, email, or phone call:

Images and videos of the damaged products.

Order number for tracking purposes.

Any other comments or identifiable problems associated with the received product.

Name, design, and color of the purchased item.

Our organization is 100% committed to resolving all genuine damage complaints. While meticulous checks are performed before shipment and at every checkpoint, we understand that grievances may occur during the shipping process. When notified, our team will respond promptly with the most efficient resolution, which may include an inspection conducted by one of our executives followed by a site visit. Based on the evaluation, a proper course of action will be defined, and updates will be provided.

Inclusions and Exclusions for Damages Replacement

Inclusion Criteria for Damages Replacement:

Images and videos must be shared at the time of the replacement request.

The above-listed damage clauses must be met.

Exclusion Criteria for Damages Replacement:

Manhandling and mistreatment of the original packaging.

Lapsed replacement period.

Unfitting use of the product.

Damages caused by mishandling or substandard installation practices.

Color variations due to different lighting installations.

Aesthetic reasons, color, or slight size variation from the sample.

Physical or chemical negligence during installation.

Grouting errors or mishandling during installation.

Wear and tear over time or damages resulting from inaccurate use or erroneous maintenance.

Batch Variation

Batch variation refers to variations in the colors and tones of the tiles, which may occur due to unknown causes, even when raw materials are procured from the same location. This is natural in the manufacturing process, with the highest degrees of variation found in full-body vitrified tiles. We recommend placing the entire order at once to ensure shipment from the same batch.

Warranty

The following terms apply to warranty:

For tiles, stone cladding, and brick cladding products, no complaints will be entertained after installation. Any technical complaints must be raised before installation.

Upon notification, installation should be stopped.

After assessment, replacements will be provided.

There are no warranties on washbasins.

For kitchen sinks, the warranty follows the terms and conditions of the manufacturer. We will provide full cooperation in helping you contact the manufacturer if needed. Please check the warranty period in the product specifications.

Samples

All samples ordered by customers are payable and non-refundable.

Refunds

At this time, Stonearts.net has a policy of REPLACEMENT UPON DAMAGES of above 10% ONLY. We do not process refunds under any circumstances due to the delicate nature of the products, the manufacturing process, and the stringent quality control protocol in place. However, we have a robust replacement policy for damaged products to ensure a smooth replacement process for our clients.

Contact

we value client feedback. We appreciate all your queries, observations, and requests, as they help us serve you better. You can contact us via email, phone, or WhatsApp at ecommerce@stonarts.com or +919844001010