Delivery

What to check when it arrives.

Goods are inspected at handover. Anything damaged in transit has to be reported and claimed within 48 hours — the rest of this page is what to do before that clock starts.

The window

Transit damage: 48 hours from handover.

The 48 hours run from the moment the goods are handed over to you, not from the date they were dispatched or cleared. Check the delivery before the driver leaves where you can, and photograph anything wrong. Raise it inside the window and it is ours to take up with the factory and the carrier. After 48 hours it can no longer be established that the damage happened before handover rather than after it, which is what the window exists to settle.

What the remedy is — replacement, credit or refund — and what evidence a claim needs are confirmed per order rather than published as a blanket rule, because they depend on the factory and the freight terms behind that shipment. Ask before you order and you will be told in writing.

Report damage

Before you order

Three things worth knowing

Order the overage with the order

Tile and stone are produced in batches, and a later top-up may not come from the same one. Allow 10 to 15 per cent above the measured area for cuts, wastage and future repairs, and order it all at once rather than returning for the balance.

Variation between pieces is a characteristic, not a fault

Shade, tone, texture and calibre vary between pieces, between batches, and between a sample and a full delivery. This is how fired and pressed materials are made. Lay pieces out dry, drawn from several boxes, under the lighting of the finished room, and confirm you are happy before anything is fixed.

Fixing a piece accepts its visible condition

Anything visibly wrong — a chip, a crack, the wrong finish, the wrong size — has to be raised before it goes on the wall or floor. Once a piece is installed it cannot be assessed as delivered damage, and the cost of removing it is not recoverable.

Care & maintenance

Not sure what your delivery terms are?

Send the product and the destination. You will get the freight terms, the handover point and what a damage claim needs, in writing, before anything ships.

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