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We know that importing stones involves inherent risks. Despite our heavy-duty packaging and strict loading protocols, long overseas voyages can occasionally result in unexpected breakage. When accidents happen, we don't make excuses, but find solutions. Our transparent claim process is designed to protect your interests and ensure you get compensated fairly and quickly. Please follow the standard procedure below to help us process your claim smoothly.
Efficiency and fairness are the core of our after-sales service. By following our standardized 3-step claim procedure, you help our after-sales team quickly identify the issue, verify the facts, and provide you with a fast, hassle-free resolution.
Within 14 days of port arrival, provide us with photos (container seal, overall unboxing, damage details, and exact quantity) along with original documents: Proforma Invoice (PI), Packing List, and Bill of Lading (B/L).
Our after-sales team will investigate and provide a clear resolution and investigation report within 7 business days after receiving your claim.
Our quartz products are engineered for extreme durability, featuring non-porous, highly scratch-resistant surfaces with guaranteed protection against common household stains. If a product fails due to manufacturing or fabrication defects, we take responsibility.
⚠️ Please note: This warranty is subject to specific terms, conditions, and exclusions (e.g., improper installation, chemical damage, extreme impacts). For complete details, please download our Quartz Warranty Statement from the Resource Download center.