What qualifies as damage or defect?:
- Physical damage: Broken edges, cracks, chips, or significant scratches that compromise the structural integrity or aesthetic appeal of the stone slab.
- Discrepancies from description: If the received stone significantly differs from its online description in terms of color, veining patterns, or finish, it can be considered a defect.
- Manufacturing flaws: In rare cases, fabrication errors or imperfections might occur during cutting or other customization processes.
What to do if you receive a damaged or defective stone:
- Contact Stonemandi immediately: Within 7 days of receiving the stones, inform Stonemandi’s customer support team about the issue. Provide clear photos or videos of the damage or discrepancy alongside your order confirmation details.
- Documentation is key: The more detailed your report and evidence, the faster and smoother the resolution process will be.
- Return instructions: Upon reviewing your claim, Stonemandi will guide you through the return process. This usually involves securely repackaging the damaged stone and arranging for its return, often with a pre-paid shipping label.
Resolution options:
- Full refund: If the damage or defect is significant and unrepairable, Stonemandi will offer a full refund for the affected stone(s).
- Replacement: In situations where a suitable replacement is available, Stonemandi will arrange for a free replacement stone to be delivered to you.
- Partial refund: For minor defects or repairable issues, Stonemandi might offer a partial refund to compensate for the inconvenience.
Important points to remember:
- Original packaging is crucial for returning damaged or defective stones.
- Proof of purchase documents should accompany the return shipment.
- You’re responsible for the safe return of the stones until they reach Stonemandi’s designated location.
- Refunds and replacements might take some time to process depending on the nature of the issue and availability of replacement stones.